Company
Company – Who we are
In the summer of 2007, Hapag-Lloyd Express (HLX) and Hapagfly merged to form TUIfly. TUI AG, the world's largest tour company, holds a majority of shares in TUI Travel PLC, London, to which the airline belongs. TUIfly flies to the classic holiday regions all around the Mediterranean, the Canary and Cape Verde Islands, Madeira and Egypt for TUI and other tour operators. By the summer of 2010, TUIfly will be using 23 Boeing 737 aircraft to fly to these destinations. TUIfly offers a high degree of quality for a fair price with characteristic reliability, punctuality and safety. TUIfly headquarters are at the Hanover Airport.
Bookings can be made quickly and easily at www.tuifly.com. The TUI smile is not only a part of our logo, but also our promise to provide quality to our customers. TUIfly offers customers more than just transportation. In 2009, almost ten million passengers will fly with TUIfly.
In addition, starting with the winter flight schedule for 2009/10, thirteen TUIfly aircraft with TUIfly crew will be flying for Air Berlin. The flights will use Air Berlin flight numbers and adhere to their product standard. Bookings can also be made at www.tuifly.com.
Company - Service pledge
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.
Company – TUIfly and the environment
TUIfly flies the flag for climate protection
Help us protect the climate
TUIfly and myclimate.de
We wish to enable our customers to compensate for the CO2 emissions caused by their flight. We have consequently joined forces with a reputable and independent partner with expertise in climate protection: myclimate.
This Swiss-based international organisation is one of the leading providers of compensation services.
myclimate supports projects which lead to a direct reduction in greenhouse gases and thus enables specific climate protection. The projects are effective in that they substitute renewable energies for fossil fuels or are aimed at making more efficient use of energy.
myclimate projects have to satisfy strict project standards. In addition to reducing greenhouse gases, for example, they also have to make a verifiable positive contribution to sustainable development and be both ecologically as well as socially compatible.
TUIfly customers support Madagaskar
The climate protection project "Solar and efficient stoves in Southwest Madagascar", registered by myclimate for Gold Standard validation, supports the local production, distribution and use of solar cookers and efficient stoves in south west Madagascar (Tuléar province). This can substantially reduce the consumption of wood and charcoal for cooking purposes. Because a significant portion of the fuel wood used in the region comes from unsustainable sources, i.e. leads to deforestation, the project can reduce CO2 emissions. Moreover, the project lessens the pressure on the indigenous forest.
The project is also part of development assistance. Buying expensive charcoal and the tedious collection of firewood will become less common and the local population will be less affected by the dangerous smoke particles that are generated when wood and charcoal are burned in an open environment. ADES, a Swiss development organisation, initiated the production of solar cookers in local workshops. This promotes work in the industrial trades and also generates a way to earn money locally. At the same time, it stops the rapidly increasing deforestation which has negatively impacted the climate.
Organisation
myclimate is an independent non-profit organisation. Donations to myclimate are tax deductible in Switzerland and will soon be eligible for tax relief in Germany. For further information about myclimate visit
myclimate.org.
In recent months, there has been heated debate about air travel in connection with greenhouse gas emissions. Reducing greenhouse gases – like the entire topic of climate protection – is a global challenge. To read more about the subject of “Environment” please visit tui-umwelt.de or click here.
Company – Fleet and flight personnel
Our 550 pilots and over 1000 flight attendants are trained according to international standards. On board you will be catered to by motivated, friendly flight attendants. Sit back and enjoy the flight and choose from a selection of snacks and beverages. Our pilots will get you to your destination safely and on time.
The aircraft in TUI's own fleet are seven years old on average.
Company – History
At the beginning of September 2009, the Federal Cartel Office approved the takeover of the TUIfly city routes by Air Berlin. Starting with the winter schedule for 2009/10 (valid as of 25 October 2009), the commercial responsibility for TUIfly city routes was transferred to Air Berlin. This applies to all domestic German connections and, in particular, routes to Italy and Austria. The TUI tourist routes (e.g. the Balearic and Canary Islands, Turkey) will continue to be marketed with the TUIfly brand.
TUIfly
Since the summer of 2007, Hapagfly and Hapag-Lloyd Express (HLX) have been flying routes in common under the new TUIfly brand. TUI AG, the world's largest tour company, holds a majority of shares in TUI Travel PLC, London, to which the airline belongs. By the summer of 2009, TUIfly was serving a route network of 74 destinations in 16 countries. These included both attractive urban destinations as well as classic holiday regions all around the Mediterranean, the Canary Islands and Egypt. A fleet of 44 modern Boeing 737 aircraft departs from fifteen German airports. TUIfly offers high quality for a fair price.
Hapagfly
Since it was founded in 1972, Hapag-Lloyd Flug (an airline company) has become one of the leading German holiday destination flight companies. In terms of service, reliability and safety, Hapag-Lloyd Flug (later Hapagfly) continues to set benchmarks. In 2006, the airline transported around 6.7 million passengers. In the summer of 2006, the Hapagfly fleet consisted of 33 Boeing 737-700 and 737-800 aircraft.
HLX
On 3 December 2002, the first Boeing 737 took off for Hapag-Lloyd Express (HLX), TUI AG's low cost airline. Within just four years, the fleet grew from four to a total of eighteen Boeing 737 aircraft flying a route network including 39 destinations in eleven countries. In 2006 alone, HLX transported around 4.4 million passengers. With its distinct design, similar to that of New York taxis, and the slogan "Fly at taxi fare prices", the airline made its mark in the European low cost flight market.
For an overview of historic milestones, click here.