If you miss a TUIfly flight, the airline’s policies, as outlined in their Conditions of Carriage and applicable regulations such as EU Regulation 261/2004, will apply. TUIfly, part of the TUI Group, operates as a low-cost carrier with hubs in Germany, Belgium, the Netherlands, and the UK, serving holiday destinations across Europe, North Africa, and beyond. Below is an overview of what happens and your options when you miss a flight, based on available information.
No-Show Policy
If you miss your flight without notifying TUIfly before departure, you are considered a "no-show." This results in the forfeiture of the ticket value, as most TUIfly fares are non-refundable, and subsequent flights in your itinerary, such as return or onward flights, may be canceled, as the airline treats the itinerary as a single contract.
- Notification: To avoid cancellation of subsequent flights, contact TUIfly before departure via their Service Centre, My TUI fly portal, mobile app, or airport counter. Prompt notification may allow rebooking or preserve the validity of remaining flight segments. Cancellations must be made in writing during business hours (Monday through Saturday, morning to afternoon).
- Fees: No-show results in the loss of the ticket value for non-refundable fares, such as Light or Standard. Rebooking requires purchasing a new ticket at the current fare. Flexible fares, like Flex or Premium, may allow changes with a fee per person per flight, plus any fare difference.
- Impact on Itinerary: Missing a flight may lead to the cancellation of the entire reservation, including connecting or return flights, unless you notify the airline to confirm travel on subsequent flights.
Rebooking Options
If you miss a flight due to reasons within your control, rebooking is possible but subject to availability and fare rules. You can manage changes through the My TUI fly portal, mobile app, Service Centre, or airport counter. Additional charges may include:
- Change Fee: Non-refundable fares, like Light, require purchasing a new ticket at the current fare. Flexible fares, like Flex, allow changes with a fee per person per flight, plus any fare difference. If rebooking and a name change are made simultaneously, fees are applied for both actions.
- Fare Difference: You must pay any difference between the original fare and the new flight’s fare. No refund is provided if the new fare is lower.
- Standby: TUIfly does not explicitly offer a standby policy for missed flights. If you arrive at the airport after missing your flight, rebooking on the next available flight requires a new ticket purchase, subject to availability.
If you miss a connecting flight due to a delay caused by TUIfly, and both flights are on the same booking, the airline will rebook you on the next available flight at no additional cost, as required by EU Regulation 261/2004 for flights departing from or arriving at an EU airport with an EU-regulated airline. They may also provide meals, refreshments, accommodation, or transport for significant delays within their control. For separate bookings, TUIfly is not responsible for missed connections, and you must purchase a new ticket.
Compensation and Refunds
Refunds or compensation for missed flights are limited due to TUIfly’s low-cost model:
- Non-Refundable Tickets: Most fares, like Light or Standard, are non-refundable, and missing a flight results in the loss of the ticket value.
- Refundable Tickets: Flexible fares, like Flex or Premium, may allow cancellations or changes before departure with a fee, subject to fare rules. Refunds are processed to the original payment method.
- 24-Hour Cancellation Rule: For bookings to or from the U.S., you can cancel within twenty-four hours of purchase for a full refund, regardless of fare type, if booked at least seven days before departure. This does not apply to missed flights but can prevent no-shows if you anticipate missing the flight.
- Airline-Caused Delays: If you miss a connecting flight due to a TUIfly delay within their control and arrive three or more hours late, you may be entitled to compensation under EU Regulation 261/2004 for flights departing from or arriving at an EU airport with an EU-regulated airline, ranging from one hundred twenty-five euros to six hundred euros, depending on flight distance. You may also request a refund for the unused ticket portion or rebooking without fees. Submit claims via the TUIfly website or Service Centre.
- Airport Taxes and Fees: If you miss a flight, you can request a refund for passenger-related taxes imposed by airports and governments within three months of the travel date, subject to an administration fee.
- Cancellation Insurance: TUIfly’s Platinum cancellation insurance may cover missed flights due to specific events, such as significant material damage to property, medical emergencies, or summons for organ transplantation or military missions, provided documentation is submitted. The insurance does not cover the flight cost itself but may reimburse associated costs like accommodations.
Steps to Take if You Miss a Flight
If you miss your flight, follow these steps:
- Contact TUIfly immediately via their Service Centre, My TUI fly portal, mobile app, or airport counter to explore rebooking options or confirm travel on subsequent flights. Provide your booking reference and passenger details.
- Review your ticket’s fare rules on the TUIfly website under My TUI fly to understand applicable fees and refund eligibility.
- If the missed flight was due to an airline-caused delay, submit a compensation or refund request via the TUIfly website’s online form or Service Centre, providing your booking reference and supporting documents like receipts or boarding passes.
- For tickets purchased through a travel agent, contact the agent directly for changes or refunds, as verification may be required.
- Check in online from thirty days to five hours before departure (or seventy-four hours for long-distance flights) to avoid missing deadlines. Check-in counters close forty-five minutes before departure for domestic flights and sixty minutes for international flights, and boarding gates close earlier.
Additional Information
For flights departing from or arriving at an EU airport with an EU-regulated airline, if you miss a connecting flight due to a TUIfly-caused delay and arrive three or more hours late, you may be entitled to compensation under EU Regulation 261/2004, provided the delay was within the airline’s control (e.g., technical issues or staffing). Compensation is not provided for extraordinary circumstances, such as weather or air traffic control issues. Customer reviews on platforms like Trustpilot and Reddit highlight challenges with TUIfly’s customer service, including slow refund processing, high change fees, and limited assistance during disruptions like missed flights or delays. For example, passengers have reported issues with unannounced schedule changes and difficulties contacting the Service Centre. TUIfly’s baggage policy allows one carry-on bag (maximum dimensions: forty-five by thirty-five by twenty centimeters, up to five kilograms) for Economy Class, and checked baggage is not included except for children under two years old.
