We have a lot more to offer our passengers than merely getting them from A to B. The words “Welcome on board” express our commitment to put our customers at the heart of what we do. The TUI Smile symbol is not only part of our corporate identity but also a quality promise to our customers. We have drawn up this service pledge to show what this means for you in practical terms.
1. TUIfly offers the lowest available fare
- Whether you make a booking enquiry with the TUIfly Service Centre or visit the TUIfly website, we offer the lowest applicable and available fare for this booking channel, depending on booking details, the route chosen and the existing capacity. As there are several different ways of booking flight tickets at TUIfly we cannot of course, in principle, rule out that – in individual cases – a lower fare may be available by other means at the time the fare is quoted.
- As the prices of TUIfly tickets vary, you will increase your chance of obtaining a cheap ticket by booking early. The latest special deals are announced in the TUIfly Newsletter or in our other forms of advertising. An overview of especially low-price flight tickets is also available in the “Bargain flights” section of the TUIfly website.
- If you do not yet have any specific booking preferences, the TUIfly Service Centre will be happy to offer you different fares and travel options to choose between.
- For every enquiry, TUIfly will inform you of the overall fare for the flight, including taxes, fuel surcharges and passenger-related charges. A detailed breakdown of the fare is provided on our website when you book.
2. TUIfly will not increase its fares on flights already paid for
- As soon as you have paid the full price TUIfly will not, for the flight booked, apply a rate increase to the fare already paid. Taxes, fuel surcharges and passenger charges may, however, be subject to an increase.
3. TUIfly will keep you informed about cancellations or changes to the flight schedule
- Information about TUIfly departures and arrivals (e.g. departure times) is available at all times on the TUIfly website and, during opening hours, from the TUIfly Service Centre.
- Should the TUIfly flight schedule be subject to changes (or even cancellations) that affect your flight, we will advise you of these as soon as possible. However, we can do this only if we have your telephone number or e-mail address in your existing booking details, so please make sure you provide these when booking. If flights are cancelled or the departure time is altered by more than four hours, you can rebook onto the next TUIfly flight on which seats are available.
4. TUIfly will inform you of delays on the day of departure
- As delays usually involve some inconvenience, keeping these to an absolute minimum is our top priority.
- Should delays occur on the day of departure, however, you will be duly informed of this at the airport or on board, provided the relevant information is available to us. For delays of two hours or longer we will, depending on the duration of the flight, provide you with a food and beverage voucher. We will, in this event, also meet any expenses you incur in notifying the relevant people or your hotel.
- If we are unable, even considering alternative means of transport, to arrange travel to your destination, we will pay for accommodation in TUIfly’s contracted hotels, provided these are available and there is sufficient capacity.
- If it is apparent that the delay will be lengthy, and you are still (or already) on board, our crews will inform you fully, and as soon as possible, about the causes of the delay and how long it is expected to last. While you are waiting on board, the crew will do all they can to ensure your needs and wants are met in this special situation.
5. On arrival, TUIfly will get your checked baggage to you as soon as possible
- We will do all we can to ensure that you and your baggage both arrive at your destination at the same time.
- Should a baggage irregularity occur, however, so that an item of luggage is not available at the destination, we will do all we can – using an efficient, computer-guided search system that incorporates other airlines – to ensure you receive your baggage as soon as possible.
- You will receive the following documents from baggage tracing staff: a copy of the report of loss, a form for listing luggage contents, information on refunding of costs for replacing the contents, and general liability provisions, as well as a telephone number for the baggage tracing desk at the airport and details of how to view the search status on the Internet. Information on the search status of the lost item will also be provided on the TUIfly website.
- As soon as we have found your baggage, we will ensure it is delivered to you, free of charge, at a location within an acceptable distance and at a time agreed with you.
- In the event of baggage irregularities, TUIfly shall be liable on the basis of the Montreal Agreement, in the form of EU Regulation (EC) No. 889/2002. This applies to both domestic German routes and international flights. The maximum-liability limit for baggage delays, lost or damaged baggage is set at 1,000 SDR (special drawing rights) per passenger.
You will find detailed information on this in our General Conditions of Carriage.
- When details of the irregularity are taken, you will receive full information on how it will be dealt with and put right. We will, on request, be happy to provide you with our General Conditions of Carriage and any relevant disclaimers or limitations of liability.
6. TUIfly takes care of passengers who need special assistance
- If you are wheelchair dependent, we and our local partner companies will provide as much help as we can with getting to and from, and on and off, the plane (e.g. wheelchair escort from or to the gate, special electric carts for transport at certain airports, help with getting on and off the aircraft). Please note, however, that these services must be requested beforehand when booking.
- We will keep a special eye on children aged between the ages of five and eleven travelling alone (unaccompanied minors). Children will be looked after at the airport by suitably qualified staff, and escorted to and from the plane. On board, a member of crew will take responsibility for the welfare of unaccompanied minors. On arrival, the children we are looking after will be escorted until the agreed handover point is reached, where they will be handed over to the person named on the Special Service form; identification will be required. Those requiring this service need to make a special reservation. We also provide on-board children’s meals that can be reserved either at booking or up to two working days prior to departure.
7. TUIfly will make every effort to ensure the checking-in process is as easy as possible
- In order to make the checking-in process go faster and more smoothly, we offer you several different check-in options. In only three steps, you can check in online quickly and conveniently and print your boarding pass yourself. This will save you having to wait at the check-in desk. This service is available for many European flights with an X3 flight number; you can use it to check in between 30 hours and one hour before departure, but not until at least two hours have elapsed after booking.
- At most German airports we can offer you a day-before check-in option for departures no later than 12 noon the following day. It pays to be flexible: use this convenient booking option and save yourself a wait at the check-in desk!
8. Dealing with customer complaints
- Should you ever have grounds for complaint, we will deal with your problem as soon as possible. Please bear in mind, however, that we may need some time to investigate the matter – if so, we will let you know.
- You can send us your complaint directly by Post or e-mail via the TUIfly website.
- As we greatly value your opinion, all customer complaints will not only be taken very seriously but also evaluated on a regular basis. Your feedback now will help us improve our service in the future.