TUIfly.com - Willkommen an Bord

Air fares & booking

General booking information

• Where can I make bookings?

  You can make bookings through our website, via the TUIfly Service Center or at the airport desk and in your travel agent's. However, you may find that not every travel agent offers our flights.
  
  The cheapest way is to make bookings through our website.

• How far in advance can I make a booking?

  You can book all flights from our flight timetable.

• When do you publish your new timetable?

  We release all flights for taking bookings as soon as possible. You will automatically be informed once you have registered for our Newsletter on our homepage.

• What is the latest point in time for making a booking?

  We take bookings on the website or by phone up to 2 hours before the scheduled take-off time.
  
  Later bookings are only possible at the airport. Please make sure that you have checked in at the latest 30 minutes before departure, because the check-in desk for every flight is closed 30 minutes before departure.

• Are your prices for a one-way or return flight?

  To give you greater flexibility, the stated TUIfly fares refer to the one-way flight only. Passengers who want to book a return flight show this when entering the booking, and will then see the corresponding TUIfly fare for each one-way flight. TUIfly fares are exclusive of taxes and duties, which are charged according to flight destination and flight route. These taxes and duties are the sums which TUIfly.com has to pay to local authorities, airports and insurance companies.

• Why do I need an identity document with photo to book a domestic flight with TUIfly.com?

  The applicable security regulations/requirements for clear identification when purchasing online tickets stipulate that you need an official identity document with photo (identity card*, passport) when checking in for a domestic flight.
  
  *Only identity cards issued in a Schengen country are accepted (e.g. Spain, Portugal, France, Germany, Belgium, Luxembourg, Iceland, Italy, the Netherlands, Greece, Austria, Denmark, Finland, Norway and Sweden).

• Do I need a visa to enter one of the destination countries?

  Whether you need a visa or not depends on your nationality and destination. Please enquire at the corresponding tourist office or consulate of your destination country.

• Which airports are served by TUIfly.com and how often?

  Our aim is to offer our passengers a wide range of destination airports and departure times. Take a look at our online timetable. Keep in touch and subscribe to our "Newsletter" on our website.

• Do I get a booking confirmation on booking my flight?

  After you have made a booking, you will receive a booking confirmation with your booking number by email, fax or verbally (when booking through our TUIfly Service Center). Please take careful note of your booking number because you need it to check in and for any queries.
  When checking in, all you need is a valid identity document (passport or identity card) with photograph and your booking number. We also recommend that you bring your booking confirmation too. For international flights you may also need a visa, vaccination certificate etc.

• I haven't received an email/fax confirmation. What should I do now?

  If you haven't received any confirmation, please call the TUIfly Service Center or email the Center under “missing confirmation”; they will then send you another email or fax confirmation.

• What happens if I forget or lose my booking number?

  If you lose your booking number, please call the TUIfly Service Center, or email the Center under “missing confirmation”; they will be happy to send you another email or fax confirmation.

• Can I make a booking now and pay later?

  All passengers must pay the total price straight away when making a booking.

• Can I reserve a seat when booking a flight?

  You can reserve a seat up to 48 hours before departure on payment of a non-refundable processing fee of EUR 9 (GBP 6.50/SEK 85/USD 13.50), either online when you book your flight or afterwards by phoning the Service Centre. Customers who book with a TUI Card/Flex-Rate can reserve a seat free of charge. On many flights, you can book an XL seat at the emergency exit for a charge of EUR 25.00/GBP 19.00/SEK 235.00/USD 37.00 per person and flight segment. Please note that the following passengers are not permitted to sit in the row of seats at the emergency exit owing to security regulations imposed by the authorities:
  
  - babies and children (aged 11 or under)
  - passengers carrying pets in the cabin
  - pregnant women
  - passengers with restricted mobility owing to size, illness or age.
  
  On reserving a seat at the emergency exit, you confirm that none of the above criteria applies to you or to any other passengers for whom you have booked. If that should be the case, we are entitled to assign the passenger(s) concerned to a different seat without refunding the reservation charges. In case of doubt, the TUIfly cabin crew is entitled to decide. Click here to see our seating plans and the technical data of our aircraft

• Why does TUIfly.com not issue any tickets?

  TUIfly.com is a "ticket-free" airline so you are not issued a ticket. We want to offer our customers best service at low prices, so we are forced to keep costs low. Issuing tickets is an expensive and unnecessary procedure.

• Can I book a flight at a travel agent's or at the airport, instead of by phone/internet?

  We also gladly accept bookings through a travel agent. But you cannot book TUIfly flights from every travel agent. Bookings through a travel agent cost EUR 7,50 / CHF 12,00 / GBP 5,00 / SEK 70,00 more per flight than the corresponding internet prices.
  
  You can also book your flight at our airport desk, depending on availability.

• TUIfly Service Centre numbers and fees

  The TUIfly Service Center is staffed from 7.30 to 22.30 h Monday to Friday and from 10.00 to 19.00 h on Saturdays, Sundays and public holidays all year round. You can dial a local phone number for all destination countries and the call is charged at the standard national rate (these differ in Germany and Austria). The calls are forwarded to our TUIfly Service Center at no additional cost to the caller. Bookings which are made through the TUIfly Service Center cost EUR 7.50 / GBP 5.00 / SEK 70.00 (international routes) and EUR 8.93 (inner-German routes) more per flight segment than the internet fare for the corresponding flight.

• Does TUIfly.com offer information and support in different languages when booking a flight?

  The staff at our TUIfly Service Center will gladly answer your questions in German, English, French, Italian and Spanish. The information on our website is also available in all the languages of our destination countries.

• Where can I refer to your Conditions?

  Please click here to see our Conditions.
  TUIfly Airline Allgemeine Beförderungsbedingungen (ABB).
  
  You have to confirm that you have read and accepted our Conditions before you complete your internet booking.

• Can I book business class?

  All TUIfly flights have only one category and do not distinguish between different classes. However, you have the option of booking an XL seat at the emergency exit or ordering a special Sky Menu before your flight. For further details, please refer to “Seat reservations” or “Catering on board.”

• Do you offer a meeting and assistance service for people needing assistance at the airport?

  We offer a free assistance service for passengers needing assistance at the airport. Please inform our TUIfly Service Center if you want to use this service. If you forget to inform us in advance, we cannot guarantee that this service will be available.

• Can we book a connecting/continuing flight?

  We only sell the individual flight. It is then up to you to put your journey together individually. You cannot have your luggage checked through automatically to your final destination. Please be aware that you possess your boarding card at least 30 minutes before departure. You will have to check your luggage in again there in good time. So you need to plan your journey carefully allowing for the time required to check in your luggage. If you miss the flight, your ticket becomes void and is not refunded.

• Can I start my journey from another airport abroad?

  Of course! You can book flights on all our routes, no matter where you start.

• Do I have to re-confirm my booking?

  We advise you to check your booked flight on the internet under flight schedule 1-3 days before departure.
  
  However, we recommend all our customers to re-confirm flight times within 48 hours of departure by calling the Service Center, or to check your booked flight on the internet under “flight schedule”. If you miss your flight, TUIfly.com reserves the right to refuse travel and you are not entitled to a refund of the fare.

• I have booked an outward and return flight but will be unable to make the outward flight. Can I cancel the outward flight?

  No, but you can travel on the return flight even if you did not make the outward flight.

• I have booked a flight with TUIfly and have now been informed that the flight will be handled by an XL Airways Germany aircraft.

  That is correct. We have had to alter the technical handling plans between 1 May and 31 October 2007 as the planned TUIfly (formerly Hapagfly and Hapag-Lloyd Express) aircraft will unfortunately not be available. However, the flight number and flight times of your TUIfly flight remain unchanged.  Please note that any special or excess baggage or sports equipment has to be booked in through the TUIfly Service Centre.

  XL Airways Germany is a newly formed company with registered office in Frankfurt and is a member of the well known “XL Leisure Group”. The airline’s fleet includes a Boeing B 737-800, registered in Germany. The aircraft only went into operation on 23.04.07 and will be used for your flight. The aircraft maintenance is performed in Frankfurt by the company’s own technical employees, who are certified by the Civil Aviation Authority.
  

• I have booked a Binter flight between two Canary Islands and would like information about that company.

  Binter Lineas Aereas de Canarias operates primarily in the Canary Islands, providing direct links between almost all the 7 islands and 8 airports in the Canaries. The airline’s registered office and main hub is Las Palmas de Gran Canaria airport, which is located near Telde. The airline was founded in 1989 and was voted Regional Airline of the Year in 2006. Binter operates a total fleet of 16 ATR and Boeing 737 aircraft.

Fares and discounts

• Do I receive a discount if I make a group booking?

  No, we do not offer any special group discounts. As a rule, our lowest fares are only available for individual bookings. Group prices depend on the size of the group or availability on the flight you require.

• How can you make flights so affordable?

  We look carefully at all areas to ensure that we offer good service efficiently. We then pass on the savings we make to you in the form of lower fares.
  
  This means you don't have to pay for something you don't want or need. We make sure our aircraft spend more time in the air than on the ground, and we keep everything as simple as possible to avoid costly, time-consuming processes.

• How can I make sure of getting TUIfly.com's cheapest price?

  As a rule, the longer the time until your flight, the cheaper the ticket, in other words, it pays to book early. You have a greater chance of obtaining a cheap ticket if you fly outside the main travel seasons (holidays) and midweek. Our website regularly features a list of “Bargain flights”. We also recommend that you watch out for special offers on certain routes and at certain times: these are published in our newsletter or through other communication channels.

• Does the fare include all costs and fees?

  When you book a flight, we first show you the TUIfly fare, which includes taxes, passenger-based charges and fuel surcharge. These charges depend on the destination/flight route. We are obliged to pass on these taxes and duties, which frequently amount to a substantial sum, to the public authorities, airports and insurance companies.
  
  Exact details of the taxes, passenger-based charges and fuel surcharge which are included in the total price are stated in your booking confirmation or are available from our Service Centre. Amongst other things, these charges include the air travel security charge, airport/air travel tax which is demanded at airports in some other countries, passenger-based airport charges and insurance premiums. There are also some other taxes payable in other countries, such as a customs fee for passengers at British airports.
  
  A processing fee of EUR 6 (GBP 4 / USD 8,50 / SEK 60) is charged per booking on international routes, EUR 7.14 on domestic routes, for payments by credit or debit card.
  
  Stay flexible: with our new Flex-Rate you can change or cancel bookings free of charge up to 30 minutes prior to departure. You can also reserve the seat of your choice free of charge and take up to 10 kilos more free baggage. Other benefits: you are credited with an additional 1,000 bonus miles for your flight and, even on short-haul flights, you will receive a € 8 voucher for in-flight sales.

• Is it cheaper to book a return flight?

  No, it is not cheaper to book a return flight. The prices we charge for our flights are all calculated individually in order to ensure competitive fares at all times.

Internet

• Is my browser compatible?

  tuifly.com is supported by the latest most common browsers. We use some scripts which are best viewed through Netscape Navigator or Microsoft Internet Explorer from version 4.
  
  If your browser cannot view these, you can select our "non-secure payment server" in the "non-secure mode". The link is on the right next to the secure server. But we do recommend that you should procure the latest version of your browser. This will enable you make use of all the possibilities of our website, and give you peace of mind when transmitting sensitive data through the internet, such as information about your credit card. In any case, we do not support browsers lower than version 4.

• Can you offer technical support for my internet connection?

  Sorry, but we do not offer technical support. We suggest that you contact your internet service provider.

• Which languages are available?

  You can choose to view our website in the languages of all our departure and destination countries.

TUIflyMobile

• What are the requirements for my mobile device?

  It is a Java program that establishes an Internet connection for making mobile bookings. Your mobile device must therefore be both Java- and Internet-capable (GPRS / UMTS). It must also have sufficient free memory capacity (program size approx. 160 KB).

• What’s a quick way to find out if my mobile device is suitable?

  By registering for our MyTUIfly portal or by logging in using your existing access details, and selecting “TUIflyMobile” in the navigation menu, where you can have your mobile phone checked for its suitability. You will receive a WAP Push message (service message); simply open it on your phone. The display will then tell you whether your mobile phone is suitable for this application.

• I received a service message after registering; what now?

  Open the message and go to the embedded link. Your browser will then automatically access a page on which the next installation steps are described.

• I received a text message after registering; what now?

  Open your text message inbox and display the message, which will contain a link to TUIfly’s mobile flight bookings service (look out for “http://tuifly....”). If you activate this link, your mobile phone will begin installing the application.

• I have installed the application; how can I book flights using my mobile?

  Start the program and enter the mobile PIN you chose earlier (only required the first time you start the program) and select “Search for flights” in the main menu. You can then make a flight booking using your mobile phone (the process is similar to booking on the Internet).
  
  
  A User guide is also available here.

• How can I use the application to book flights for several people?

  Sorry, this option is not available. Mobile booking is limited to one person.

• Why can’t I book additional services using this application?

  Additional services are currently only bookable on our website or via our Service Centre where, for flights booked using the mobile-phone application, you can book our full range of familiar, high-quality additional services.

• Where is the program stored on my mobile device?

  The storage location of the program will vary depending on the make and model of your mobile device.
  You should find the program at the locations given below (although this may not be the case for certain devices):

  Nokia: Main menu – Applications – Collection; Main menu – Applications – Collection – Select program; Main menu – My own
  
  Motorola: Main menu – Games & More or Main menu – MyPhone – Games
  
  Siemens: Main menu – MyPhone – Applications or Menu – My Media – Fun & Games
  
  Samsung: Main menu – Applications – Java World
  
  SonyEricsson: Main menu – Games – Applications; Main menu – FileManager – Applications; Main menu – FileManager – Games
  
  T-Mobile MDA II: Start – Programs – MidletManager
  
  LG: Menu – MyFiles – Games & Apps
  
  Blackberry: Main menu

• When I enter my mobile PIN I receive the error message “No connection”. What should I do?

  Your Internet settings are probably incorrect.
  
  Consult the user guide for your mobile phone or use our Installation guides. Here you will find step-by-step instructions and a table with the required settings for the various network operators.
  
  
  You can alternatively, by visiting your mobile-phone provider’s website, have the correct Internet settings sent to you in the form of a service message. If attempts to make a connection still fail, then our own Service Centre will be happy to help you.

• What does it cost to download and use the application?

  Costs depend on the terms of your mobile-phone operator and vary according to the quantity of data transmitted. This application was designed to involve minimal data transfer. Downloading the program from the WAP download page involves 160 KB of data transmission. The booking process generally involves the transmission of less than 20 KB.

• Who should I contact if I have problems with the application?

  The TUIfly Service Centre will be happy to deal with any questions on mobile flight bookings.

• Why are there certain flights that are not displayed in the mobile client although they are bookable on the Internet?

  At present you can only book direct flights (not flights with a change of aircraft) in the mobile client. Flights with our partner Binter Canarias (carrier code NT) cannot currently be booked using our mobile service.

• Are there any special requirements for Blackberry users?

  If you wish to use the application with a Blackberry in a company network, you may have to obtain permission to install the application from your IT department.

Payment

• Which payment options are accepted by TUIfly.com?

  At the moment, we accept VISA, MasterCard/Eurocard, Diners Club, AirPlus and American Express credit cards. If you have a bank account in Germany and do not have one of the above credit cards, you can also pay by ELV direct debit. However, payment by direct debit is only possible if there are at least 6 days between the date of booking and the date of your flight. Payment by ELV direct debit is not possible from a savings account. If you cannot use any of the payment methods stated above, we recommend that you book through a travel agency which accepts cash payments. A processing fee of EUR 6 (GBP 4 / SEK 60) is charged per booking on international routes, EUR 7.14 on domestic routes, for payments by credit or debit card.

• Is my credit card data safe?

  Yes. To make sure your credit card data is safe (when you book a flight via TUIfly), we use the latest Secure Socket Layer technology (SSL with 128 bit encryption). SSL is currently regarded as one of the most secure methods of transmitting credit card information and other sensitive data through the Internet.
  
  If your browser supports SSL, please select that security mode when making your booking and your credit card data and personal information will be protected with the help of that technology. If your browser does not support SSL, you can use the unsecured transmission mode. However, we recommend that you update your browser to the latest version to ensure secure handling of future transactions. Common browsers such as Internet Explorer, version 5.5 and higher, and Netscape Navigator, version 7.0.1 offer all the features you need.
  

Change booking and missed flights

• Can I change my flight?

  All flight bookings can be changed to a different flight for the booked passenger or to a different passenger within the valid flight schedule on payment of a re-booking fee of EUR 25.00/GBP 15.00/SEK 230.00 on international flights and EUR 29.75 on domestic routes by calling the 
   TUIfly Service Centre during opening hours up to 2 hours before the scheduled departure time. Flex-Rate: Changes to, or cancellation of, booked flights can be made free of charge on the Internet or via the TUIfly Service Centre up to 30 minutes prior to departure.
  
  If you have registered with myTUIfly and were logged on when you made the booking, you can also change the date online. Whether you book the same passenger onto a different flight or book a different passenger onto the same flight, you are obliged to pay the difference in price to any higher fare at the time of re-booking (flight fare on the date of re-booking). No refunds will be made if you re-book to a cheaper fare.
  
  If you have recently married and changed your surname, please present your marriage certificate at the check-in desk as proof of identity.

• Is my ticket transferable?

  If you are unable to make the flight you have booked, your ticket can be transferred to another person who makes the flight instead of you. A non-refundable processing fee of EUR 25.00/GBP 15.00/SEK 230.00 on international and EUR 29.75 on domestic routes per flight and person will be charged for the additional processing work required. If the total price for the new booking is higher than the total sum you originally paid, you are obliged to pay the difference. We regret that we cannot refund the difference if the new total price is lower than the sum you originally paid.
  
  The booking data (first and surname) must be identical with the data in the passport or ID card presented at the check-in desk. This means that the ticket cannot be transferred without changing the booking as described above.

• Do I get a refund if I don't use the flight?

  Passengers who fail to appear at the check-in desk 30 minutes before departure, together with all necessary travel documents, lose their right to carriage but remain obliged to pay the price of the flight. This also applies if the passenger has advised us beforehand that he will not be making the flight.
  
  
  Flex Rate: Changes to, or cancellation of, booked flights can be made free of charge on the Internet or via the TUIfly Service Centre up to 30 minutes prior to departure.
  

   

• What happens if I miss my flight?

  If you do not appear punctually for departure, you forfeit your right to carriage, but are nevertheless obliged to pay the flight price. In such cases, we regret that we are unable to change or cancel your booking free of charge. We recommend that you leave home in good time to ensure that you reach the airport at least 2 hours before the scheduled departure time.