TUIfly, a low-cost airline operating under various regional brands (e.g., TUI fly Belgium, TUI fly Netherlands, TUI Airways UK), has a highly restrictive cancellation policy due to its budget model. Below is a concise overview of the cancellation policy for TUIfly, based on the latest information from official websites (tuifly.be, tuifly.fr, tui.co.uk)
24-Hour Risk-Free Cancellation:
- You can cancel a TUIfly flight within 24 hours of booking for a full refund to the original payment method, provided the flight departs at least 7 days (168 hours) later, per U.S. Department of Transportation (DOT) regulations for U.S. bookings. This applies to all fare types (e.g., Light, Plus, Premium) booked directly through tuifly.be, tuifly.fr, tui.co.uk, or the TUI app.
- A €10–€35 (~$11–$38 USD) cancellation fee may apply, depending on the ticket type and region (e.g., €35 per ticket noted by Globotreks.com). A €15 (~$16 USD) processing fee may also be charged in some cases.
- Refunds are processed within 7–14 business days to the original payment method (credit card refunds are faster; cash/check refunds may take longer and require banking details).
- Exclusions: Non-refunded tickets, group bookings (9+ passengers), promotional fares, or codeshare flights operated by other airlines (e.g., Freebird, FHY) may not be eligible for free cancellation.
After 24 Hours:
- Non-Refundable Tickets: TUIfly’s standard policy states that all flight reservations are final and 100% non-refunded after 24 hours, meaning the full ticket cost is forfeited upon cancellation, regardless of fare type. Only government-imposed taxes and fees may be refunded upon written request within 3 months of the flight date, minus a €15–€20 administration fee per booking.
- No-Show Policy: Failing to cancel before departure voids the ticket, with no refund or credit, even for taxes, unless a refund request is submitted.
- Complementary Services: Extras like seat selection, meals, transfers, or insurance are non-refunded upon cancellation.
- Cancellation Insurance: TUIfly strongly recommends purchasing optional Platinum or All Risk cancellation insurance at booking (via Trustravel/PATS NV, Belgium). This covers cancellations due to specific events (e.g., illness, death) but does not guarantee refunds unless the reason is covered by the policy. Insurance itself is non-refunded.
Cancellation Process:
- Phone: Call the TUI Service Centre at +1-877-240-6770. A service fee may apply.
- In-Person: Visit a TUIfly ticket counter at the airport during business hours. Provide the booking reference, departure date, and any supporting documents. A refund form may be required for tax refunds.
- Third-Party Bookings: Cancellations must be processed through the travel agency (e.g., KAYAK, Expedia), which may impose additional fees. Tax refunds must be requested via TUIfly’s website or Service Centre.
Special Circumstances:
- Airline-Canceled Flights:
- If TUIfly cancels a flight, you’re entitled to a full refund (including non-refunded fares), rebooking on the next available TUIfly flight, or a voucher (valid for 12 months, non-refunded). Refunds are processed within 7 days. If the outbound flight is canceled, the return flight is automatically canceled unless you contact TUIfly within 24 hours to retain it.
- For EU/UK departures or arrivals on TUIfly-operated flights, EC 261/2004 or UK 261 regulations apply, offering €250–€600 compensation for cancellations with less than 14 days’ notice, unless due to extraordinary circumstances (e.g., weather, strikes). Compensation varies by distance: €250 (≤1,500 km), €400 (1,500–3,500 km), €600 (>3,500 km, ~$650 USD). Compensation is halved if an alternative flight arrives within 2–4 hours. Claims must be filed within 3–6 years, depending on the country.
- TUIfly provides meals, drinks, accommodation, and transfers for overnight disruptions caused by the airline.
- Delays: For delays over 3 hours at the destination due to TUIfly’s control, you may cancel for a refund or claim EC 261/UK 261 compensation (€250–€600) for EU/UK routes.
- Force Majeure: No ticket refunds for disruptions like natural calamities, but taxes may be refunded upon request. Insurance may cover additional losses.
- Recent Disruptions: Brussels Airport canceled all departing passenger flights due to a security staff strike, affecting TUIfly operations. Affected passengers can request refunds or rebooking.
