Article 1. Introduction
1.1 These are the legal terms and conditions (the “General Conditions of Carriage”) which apply when you book a flight with us. The entity with which you have made your booking will be identified in your Booking Terms and Conditions.
1.2 In these General Conditions of Carriage and in relation to your flight, when we refer to “TUI” or to "we", "us" or "our", we mean the TUI operating airline described in Article 2 below. When we refer to "you" or "your", we mean you as the Passenger or the person who has otherwise made the reservation, as the context requires.
1.3 These General Conditions of Carriage apply in addition to the Booking Terms and Conditions applicable to your booking, as well as to any special provisions contained therein.
Article 2. Applicability
2.1 Your flight will be operated by a TUI Airline, details of which are set out below, each of which offers the same TUI service on board and throughout your journey. All TUI flights are governed by these General Conditions of Carriage.
2.2 At the time of booking, your flight is expected to be operated by a TUI Airline as follows:
2.2.1 If your flight number begins with TOM or BY: TUI Airways Limited, with an Air Operator Certificate issued in the United Kingdom and whose registered office is at Wigmore House, Wigmore Lane, Luton, Bedfordshire, LU2 9TN, United Kingdom;
2.2.2 If your flight number begins with JAF or TB: TUI Airlines Belgium NV, with an Air Operator Certificate issued in Belgium and whose registered office is at Luchthaven Nationaal 40 PO Box 1, 1930 Zaventem, Belgium;
2.2.3 If your flight number begins with TFL or OR: TUI Airlines Nederland B.V., with an Air Operator Certificate issued in the Netherlands and whose registered office is at Volmerlaan 3, 2288 GC Rijswijk, The Netherlands;
2.2.4 If your flight number begins with TUI or X3: TUIfly GmbH, with an Air Operator Certificate issued in Germany and whose registered office is at Flughafenstraße 10, 30855 Langenhangen, Germany; or
2.2.5 If your flight number begins with BLX or 6B: TUIfly Nordic AB, with an Air Operator Certificate issued in Sweden and whose registered office is at Söder Mälarstrand 27, SE-117 85 Stockholm, Sweden.
2.3 Certain contract terms in these General Conditions of Carriage apply by reference to that Carrier only.
2.4 If for any reason the air carrier operating your flight is not one of the above TUI Airline entities, then this Carrier will be identified on your Ticket as your operating carrier, or otherwise we will let you know of their identity at the time of booking or we will let you know of any change as soon as possible after we become aware of it. Such carriage will still be governed by these General Conditions of Carriage.
Article 3. Tickets and Bookings
3.1 General Provisions. We will provide carriage only to the Passenger named in the Ticket, and that Passenger must produce appropriate identification, with no discrepancies between the name on the Ticket and that contained in the Passenger’s ID.
3.2 Ticket Use. Your Ticket is only valid from the place of departure to the final destination in the class of service on the date shown on the Ticket. The fare you have paid is based on our published fares and charges and covers the transportation shown on the Ticket.
Should you wish to change any aspect of your transportation you must contact us or your Authorised Agent in advance.
Your Ticket is valid only for the sequence of flights shown on your Ticket at the times and dates shown.
3.3 Type of Aircraft. We are free to determine which type of aircraft will be used to operate the flight. Once an aircraft type is communicated to you, we reserve the right to change the aircraft type at any time. By booking a flight you acknowledge that the aircraft type does not form part of the contract of carriage.
If you paid a supplement to reserve a specific type of seat on the aircraft and this type of seat is not available, your contractual remedy in respect of the seat reservation fee is limited to a refund of the supplement paid. Any mandatory rights or remedies available under applicable law remain unaffected.
Article 4. Fares and Surcharges
4.1 Fares. The fare you pay covers your carriage from the departure airport to the arrival airport only. Fares do not include ground transport services between airports or between airports and towns. Your fare is calculated in line with the published fares, charges and/or related conditions of carriage in effect on the date that you pay for your Ticket.
If a Passenger has not paid all amounts due with regard to the Ticket, including taxes and surcharges, before the date(s) stipulated by us or our Authorised Agent, we are entitled to cancel the Ticket upon reasonable notice and subject to applicable law. In the event of such cancellation, any refund entitlement shall be determined in accordance with the applicable fare conditions, the Booking Terms and Conditions, these Conditions of Carriage, and any mandatory provisions of applicable law. Nothing in this Article 4.1 excludes or limits any rights or remedies available to the Passenger under applicable consumer protection laws.
4.2 Taxes, Fees and Charges. The total price of your Ticket includes applicable taxes, fees and charges imposed by government, airport operators or other authorities. You will be advised of any taxes, fees and charges that are not included in the fare at the time you purchase your Ticket. These will usually be shown separately on your Ticket.
If after booking (a) a new mandatory government tax or charge is introduced, or (b) an existing mandatory government tax is increased, and such change directly affects your Ticket, we may pass through the resulting increase to you, provided that: (i) the change is beyond our control; (ii) it relates strictly to mandatory charges; and (iii) you are notified no later than 21 days before departure. If the increase exceeds 8% of the total Ticket price, you will be entitled to cancel your booking and receive a full refund. If any tax, fee or charge is cancelled or reduced once you have bought your Ticket then you will be entitled to a refund.
4.3 Currency. You must pay fares, taxes, fees and charges in the currency shown at the time of booking. If payment is made in a different currency, the applicable exchange rate and any charges will be determined by your payment provider.
Article 5. Booking Changes, Cancellations and Refunds
5.1 Application of Fare Conditions. The conditions applicable to changes, cancellations and refunds for your Ticket will depend on the fare type and your Booking Terms and Conditions. These may vary depending on the route, fare type, point of sale and applicable law.
5.2 Changes by You (Date, Route and Name Changes).
5.2.1 Save where expressly permitted under the applicable Booking Terms and Conditions for your fare, Tickets are non-changeable and no changes may be made to:
5.2.1.1 the date or time of travel;
5.2.1.2 the route, destination or flight sector; or
5.2.1.3 the name of any passenger.
5.2.2 Where the Booking Terms and Conditions for your fare expressly allow changes, such changes:
5.2.2.1 may be subject to availability;
5.2.2.2 may be subject to payment of a change fee and/or any fare difference; and
5.2.2.3 must be requested in accordance with the procedures specified at the time of booking.
5.2.3 Name changes, where permitted, may be subject to additional identity verification requirements and must comply with applicable security and regulatory requirements.
5.3 Cancellations by You.
5.3.1 Save where expressly permitted under the applicable Booking Terms and Conditions for your fare, all Tickets are non-cancellable.
5.3.2 Where cancellation is permitted under the Booking Terms and Conditions:
5.3.2.1 any entitlement to a refund will be subject to the conditions of the applicable fare; and
5.3.2.2 cancellation fees and/or deductions may apply.
5.3.3 Failure to use your Ticket (including a failure to travel on the booked flight) will not entitle you to a refund unless expressly provided for in the applicable Booking Terms and Conditions or required by applicable law. However, you may be entitled to a refund of unused taxes and charges which are only payable if the relevant journey is actually undertaken. Details are set out in the applicable Booking Terms and Conditions.
5.4 Refunds.
5.4.1 Except as otherwise provided for in the applicable Booking Terms and Conditions or required by applicable law, all payments for Tickets issued for flights operated by us are non-refundable, including any taxes, fees and charges, unless such amounts are refundable under applicable law.
Where a Passenger does not use the Ticket, in whole or in part, we shall be entitled to retain the fare, subject to any deductions required by applicable law, including any costs saved as a result of non-performance and any value recovered through re-sale or reallocation of the relevant capacity. The Passenger may demonstrate that the actual loss incurred by us is lower than the amount retained, where permitted under applicable law.
5.4.2 Where a refund is permitted:
5.4.2.1 it will be calculated in accordance with the applicable fare conditions;
5.4.2.2 we may deduct any applicable fees, charges or non-refundable components; and
5.4.2.3 it will be paid using the original method of payment, unless otherwise agreed.
5.4.3 Notwithstanding the above, you may be entitled to a refund in circumstances required by applicable law, including but not limited to:
5.4.3.1 where we cancel your flight or make a qualifying significant change;
5.4.3.2 where you are denied boarding in accordance EU/UK261; or
5.4.3.3 where you are otherwise entitled to reimbursement under applicable law.
Article 6 Check-in and Boarding
6.1 The time shown on your Ticket is the departure time of the aircraft. Flight departure time is not the same as the time you must check-in or the time you must be available for boarding. We may refuse you carriage if you fail to comply with the applicable check-in or boarding times. You must arrive at the airport sufficiently in time to complete check-in, bag drop and boarding. Check-in times, as advised by us, are the latest times at which passengers can be accepted for travel; boarding times, as advised by us, are the latest times at which passengers must present themselves for boarding. You are further advised to arrive at the airport in good time prior to your flight if you have pre-booked special assistance.
6.2 You must drop your bags off before bag drop closes, 60 minutes before your flight time, unless notified otherwise by us or required by the airport or relevant authority.
6.3 Unless we or any relevant authority say otherwise, you must check in at the airport at least 60 minutes before the scheduled time of your flight. Online check-in will close 60 minutes before the scheduled departure time. If you do not check in at the airport on time, we may cancel your booking and refuse carriage. You will not be entitled to a refund, except where a refund is expressly permitted by the applicable fare conditions, or a refund is required by applicable law. This shall not apply to the extent that you demonstrate that no loss or a significantly lower loss has been incurred. Any amounts retained shall take into account any costs saved and any revenue generated from alternative use of the relevant capacity. Where you choose to check in at the airport instead of using online check-in, we may charge an airport check-in fee, unless airport check-in is included in your fare or forms part of a package booking. The applicable fee (if any) will be made clear to you during the booking process and will be available on our website.
6.4 You may be able to check in online before departure. When checking in online you must provide your Advanced Passenger Information (“API”) when requested.
6.5 You will be allocated your seats when you check in online. We will try to honour advance seating requests. We are however unable to guarantee any particular seat. If your requested seat is unavailable, we will refund any payment you have made for the seat request. This is our sole obligation to you, except where otherwise required by applicable law. We can change your allocated seats at any time, even if you had reserved it, if we need to do so for operational, safety or security reasons. To sit in an emergency exit aisle, you must: be aged 12 or older (or aged 14 or older if your Carrier is TUIfly GmbH (X3)); be willing and able to help in an emergency; not be travelling with an Infant; not need a seat-belt extender; not have booked an extra seat (for comfort or an item); and not need any kind of special assistance.
6.6 You must be present at the boarding gate not later than the time specified by us when you check-in, or if no time is specified, at least 30 minutes before the scheduled departure time unless notified otherwise by the airport or relevant authority. We may cancel the space reserved for you if you fail to arrive at the boarding gate in time.
6.7 We shall not be liable for any damage or costs incurred by you as a result of a breach of this Article 6, unless such damage or costs are attributable to our gross negligence or wilful misconduct. In the event of a breach of essential contractual obligations (cardinal obligations) caused by slight negligence, we shall be liable for compensation for foreseeable damage typical of the contract. Essential contractual obligations are those whose fulfilment is essential for the proper performance of the contract and on whose compliance you may regularly rely. Otherwise, our liability for damages caused by slight negligence is excluded. Our liability remains unaffected: (a) for death or personal injury caused by our negligence; (b) where such exclusion or limitation is unlawful; or (c) under EU/UK261, the Convention or other applicable mandatory law.
Article 7. Baggage
7.1 Baggage Allowance.
7.1.1 You may travel with an allowance of Hold Baggage and Cabin Baggage in line with our conditions and limitations, which you can find in our FAQ and on your Ticket.
7.1.2 If you do not pay any charges related to Baggage as set out in these General Conditions of Carriage when obliged to do so, whether in respect of payment for excess Baggage, to move items into the hold or otherwise, then you will be refused boarding onto the aircraft, provided that such refusal is reasonable and proportionate in the circumstances.
7.2 Cabin Baggage.
7.2.1 If your Cabin Baggage does not comply with the following allowances and maximum dimensions, or is too heavy, or is reasonably considered by us to be unsafe for any reason, it must be carried as Hold Baggage:
7.2.1.1 the standard Cabin Baggage allowance you can bring on board is one small cabin bag (max 40 x 30 x 20 cm) which must fit under the seat in front of you;
7.2.1.2 an additional large piece of Cabin Baggage with maximum dimensions of 55 x 40 x 20 cm and a maximum weight of 10 kg can be purchased, which must fit in the overhead compartment.
7.2.2 Availability and prices of large pieces of hand luggage for purchase may vary and are not guaranteed. If there is no availability, you will need to check your bag into the hold and the applicable Hold Baggage fee will apply.
7.2.3 Infants (as defined at Article 11) are not entitled to a baggage allowance of their own, unless your fare conditions state otherwise, nor does an accompanying adult receive an allowance in excess of their standard Cabin Baggage allowance as dictated by their fare conditions.
7.2.4 We may measure/weigh Cabin Baggage before boarding. If you bring any bag to the gate without the correct on-board allowance, it will be placed in the hold (if we can accept it) and the applicable Hold Baggage fee will apply. We accept no responsibility for any baggage you leave behind if it is refused at the gate, except where you suffer loss or damage caused by our fault or gross negligence or where liability cannot be excluded
7.2.5 You must keep items required for your journey (e.g., medication) in Cabin Baggage, subject always to the restrictions in this Article 7.
7.3 Hold Baggage.
7.3.1 We will take custody of any Baggage you deliver to us for check-in. A Baggage Identification Tag will be issued for each piece of Hold Baggage.
7.3.2 We charge fees for each item of Hold Baggage in excess of the allowance given to you as part of your fare conditions. Including your allowance, a maximum of two pieces of Hold Baggage can be booked per Passenger. The maximum acceptable weight for each single piece of Hold Baggage is 32 kg; Hold Baggage exceeding this weight will not be accepted for carriage.
7.3.3 Pooling (combining weight/pieces across Passengers on the same booking) is permitted only where offered in the applicable fare/product and subject to operational and safety constraints.
7.3.4 Hold Baggage must have your name or other personal identification on it.
7.3.5 Hold Baggage will, whenever possible, be carried on the same aircraft as you, unless we decide for safety, security or operational reasons to carry it on another flight. If your Hold Baggage is carried on another flight we will deliver it to you, unless applicable law requires you to be present for customs clearance.
7.3.6 You must pay a charge for carriage of Hold Baggage when an itemexceeds the weight limits of your Hold Baggage allowance. These rates are available from us upon request and are available on our web site.
7.4 Prohibited and restricted items (cabin, hold and general).
7.4.1 General principle
Different rules apply depending on whether items are carried in Cabin Baggage / on your person; in Hold Baggage; or prohibited entirely. These categories are cumulative and distinct.
7.4.2 Prohibited items in Cabin Baggage (Attachment 4-C)
Passengers must not carry into the cabin or through security:
(a) guns, firearms and other devices that discharge projectiles — devices capable, or appearing capable, of being used to cause serious injury by discharging a projectile, including:
i. firearms of all types, such as pistols, revolvers, rifles, shotguns,
ii. toy guns, replicas and imitation firearms capable of being mistaken for real weapons,
iii. component parts of firearms, excluding telescopic sights,
iv. compressed air and CO₂ guns, such as pistols, pellet guns, rifles and ball bearing guns,
v. signal flare pistols and starter pistols,
vi. bows, cross bows and arrows,
vii. harpoon guns and spear guns,
viii. slingshots and catapults;
(b) stunning devices — devices designed specifically to stun or immobilise, including:
i. devices for shocking, such as stun guns, tasers and stun batons,
ii. animal stunners and animal killers,
iii. and sprays, such as mace, pepper sprays, capsicum sprays, tear gas, acid sprays and animal repellent sprays;
(c) objects with a sharp point or sharp edge — objects with a sharp point or sharp edge capable of being used to cause serious injury, including:
i. items designed for chopping, such as axes, hatchets and cleavers,
ii. ice axes and ice picks,
iii. razor blades,
iv. box cutters,
v. knives with blades of more than 6 cm,
vi. scissors with blades of more than 6 cm as measured from the fulcrum,
vii. martial arts equipment with a sharp point or sharp edge,
viii. swords and sabres;
(d) workmen’s tools — tools capable of being used either to cause serious injury or to threaten the safety of aircraft, including:
i. crowbars,
ii. drills and drill bits, including cordless portable power drills,
iii. tools with a blade or a shaft of more than 6 cm capable of use as a weapon, such as screwdrivers and chisels,
iv. saws, including cordless portable power saws,
v. blowtorches,
vi. bolt guns and nail guns;
(e) blunt instruments — objects capable of being used to cause serious injury when used to hit, including:
i. baseball and softball bats,
ii. clubs and batons, such as billy clubs, blackjacks and night sticks,
iii. martial arts equipment;
(f) explosives and incendiary substances and devices — explosives and incendiary substances and devices capable, or appearing capable, of being used to cause serious injury or to pose a threat to the safety of aircraft, including:
i. ammunition,
ii. blasting caps,
iii. detonators and fuses,
iv. replica or imitation explosive devices,
v. mines, grenades and other explosive military stores,
vi. fireworks and other pyrotechnics,
vii. smoke-generating canisters and smoke-generating cartridges,
viii. dynamite, gunpowder and plastic explosives.
7.4.3 Prohibited items in Hold Baggage (Attachment 5-B)
Passengers are not permitted to carry the following articles in their Hold Baggage: explosives and incendiary substances and devices — explosives and incendiary substances and devices capable of being used to cause serious injury or to pose a threat to the safety of aircraft, including:
i. ammunition,
ii. blasting caps,
iii. detonators and fuses,
iv. mines, grenades and other explosive military stores,
v. fireworks and other pyrotechnics,
vi. smoke-generating canisters and smoke-generating cartridges,
vii. dynamite, gunpowder and plastic explosives.
7.4.4 Generally prohibited items
Your Baggage must not include:
(a) items likely to endanger the aircraft or persons or property on board;
(b) items prohibited by any applicable law or regulation;
(c) items we reasonably consider unsuitable due to their weight, size, shape, nature or character;
(d) defective, damaged or recalled batteries or devices;
(e) firearms or ammunition except where permitted by law and accepted by us;
(f) any other specific items as set out on our website.
7.5 Valuable and fragile items.
Your Hold Baggage must not include fragile or perishable items nor items of particular value, including but not limited to money, jewellery, electronics, important documents or medical aids, and we are not responsible for such items unless the damage was caused by our fault and liability cannot be excluded or limited under applicable law.
7.6 Dangerous goods.
7.6.1 Dangerous goods must not be carried except as permitted under applicable aviation safety regulations.
7.6.2 Compliance with dangerous goods rules does not override security restrictions in Article 7.4.
7.6.3 Details around which dangerous goods Passengers may carry on their person, in Cabin Baggage, or in Hold Baggage, and whether operator-approval is required, are available on request from us.
7.7 Electronic devices and batteries. The carriage of electronic devices and batteries is subject to the IATA Dangerous Goods Regulations (DGR) and applicable aviation security requirements. Passengers may carry ortable electronic devices powered by batteries, provided that:
7.7.1 the devices and batteries are undamaged, not defective, and not subject to a manufacturer recall; and
7.7.2 all batteries comply with UN Manual of Tests and Criteria, Part III, subsection 38.3, and any other applicable battery safety standards;
7.7.3 devices may only be charged using aircraft power outlets where available and must be monitored at all times. Power banks must never be charged onboard.
The use of mobile phones without flight mode (please note that the operation of electronic devices that have a transmit/receive function but do not offer flight mode is not permitted on board), radios, television receivers, remote-controlled toys, UMTS, radio receivers, GPS receivers, Bluetooth-enabled devices (wireless keyboards, headphones, etc.) and the like are prohibited for security reasons. The use of other electronic devices is only permitted with permission from the flight attendants. For further information, please contact the operating Carrier or the flight attendant on board. This also applies to electronic cigarettes.
7.8 Spare batteries. Spare batteries must:
7.8.1 be carried in Cabin Baggage only and are not permitted in Hold Baggage;
7.8.2 must be individually protected to prevent short circuit (e.g. by packaging, insulating terminals, or protective pouches);
7.8.3 must not be stowed in overhead lockers at any time.
7.9 Power banks. The following strict conditions apply:
7.9.1 Maximum of two power banks per Passenger;
7.9.2 Each must not exceed 100 Wh;
7.9.3 Must be carried in Cabin Baggage only;
7.9.4 Must not be charged using onboard power sources.
7.9.5 Must not be used to power or charge other devices on board.
7.9.6 Must not be stowed in overhead lockers at any time.
If you do not comply with this Article 7.9, we may require immediate removal or relocation; retain or confiscate the item for the duration of the flight where permitted; and/or refuse to carry you or the item.
7.10Electronic smoking devices. Electronic smoking devices, including e‑cigarettes, e‑cigars, e‑pipes and personal vaporizers:
7.10.1 must be carried in Cabin Baggage only;
7.10.2 must not be used or charged on board;
7.10.3 must not be stowed in Hold Baggage;
7.10.4 must be individually protected to prevent accidental activation and must be securely stowed during the entire flight; and
7.10.5 must not be stored in the overhead storage locker.
7.11 Mobility aids (battery-powered).
7.11.1 This Article 7.11 applies only to mobility aids used by disabled passengers. It is not applicable to e-bikes, scooters, golf caddies, etc.
7.11.2 Advance notice may be required. We may refuse carriage if safety cannot be ensured.
7.11.3 We will follow appropriate handling procedures and take reasonable care. This does not create additional contractual liability.
7.11.4 Battery-powered wheelchairs or other similar mobility devices with non-spillable batteries, dry batteries, gel batteries, nickel-metal hydride batteries (WCBD):
7.11.4.1 Batteries must not contain unabsorbed liquid.
7.11.4.2 Circuit must be disconnected in accordance with the manufacturer instructions.
7.11.4.3 Battery remains at the designed position in the mobility device (securely attached) or secured in special battery container.
7.11.4.4 Removed Battery within container must also be securely transported in the hold.
7.11.4.5 Mobility device containing battery or battery container must be securely lashed down with straps or restrain system against unintentional movement.
7.11.4.6 Battery must be protected against short circuit and unintentional activation.
7.11.4.7 Maximum one spare battery per passenger.
7.11.4.8 The airline is responsible to load and secure the mobility device, the batteries or the battery wiring, that they are protected against damage by own movement, the movement of baggage, cargo or other load.
7.11.5 Battery-powered wheelchairs or other similar mobility devices with non-spillable wet batteries, nickel-metal hydride batteries or dry batteries (WCBD):
7.11.5.1 Batteries must not contain unabsorbed liquid.
7.11.5.2 The battery terminals must be protected against short circuit.
7.11.5.3 Battery must be securely attached to the wheelchair (mobility aid); or
7.11.5.4 Battery can be removed from the wheelchair and secured in special battery container.
7.11.5.5 Removed Battery must also be transported in the hold.
7.11.5.6 Maximum one spare battery per passenger.
7.11.5.7 The airline is responsible to load and secure the wheelchair in such a way that unintended activation of the battery is avoided and the wheelchair is protected against damage by own movement, the movement of baggage, cargo or other load.
7.11.6 Battery-powered wheelchairs or other similar mobility devices with lithium ion batteries (WCLB) - where the design of the mobility aid does not provide adequate protection for the battery(ies):
7.11.6.1 The battery must be removed and carried in the cabin.
7.11.6.2 The wheelchair may then be carried as normal checked baggage without restriction.
7.11.6.3 Battery must be protected from short circuit by insulating the terminals (e.g. by taping over the exposed terminals).
7.11.6.4 Removed battery must be protected from damage by, e.g. placing each battery in a protective pouch (‘Battery pack‘).
7.11.6.5 Nominal energy of a single battery device must not exceed 300Wh, or 160Wh each for mobility devices designed for two batteries.
7.11.6.6 A maximum of one spare battery with 300Wh or two with a maximum of 160Wh each may be transported.
7.11.6.7 Lithium-ion batteries remaining attached to the electric mobility aid in the hold are subject to a TUI Airline policy that is more restrictive than IATA DGR.
7.11.7 Battery-powered wheelchairs or other similar mobility devices with lithium ion batteries (WCLB) – where the design of the mobility device provides adequate protection for the battery(ies):
7.11.7.1 Battery remains at the designed position in the mobility device (securely attached).
7.11.7.2 Circuit must be disconnected in accordance with the manufacturer instructions.
7.11.7.3 Battery must be protected against short circuit and unintentional activation.
7.11.7.4 Mobility aid must be securely lashed down with straps or restrain system against unintentional movement.
7.11.7.5 Nominal energy of a single battery device must not exceed 300Wh, or 160Wh each for mobility devices designed for two batteries.
7.11.7.6 A maximum of one spare battery with 300Wh or two with a maximum of 160Wh each may be transported.
7.11.7.7 The airline is responsible to load and secure the mobility device, the batteries or the battery wiring, that they are protected against damage by own movement, the movement of baggage, cargo or other load.
7.11.7.8 Lithium-ion batteries remaining attached to the electric mobility aid in the hold are subject to a TUI Airline policy that is more restrictive than IATA DGR.
7.11.8 Battery-powered wheelchairs or other similar mobility devices with lithium ion batteries (WCLB) - where the battery is specifically designed to be removed:
7.11.8.1 The battery must be removed and carried in the cabin.
7.11.8.2 The wheelchair may then be carried as normal checked baggage without restriction.
7.11.8.3 Battery must be protected from short circuit by insulating the terminals (e.g. by taping over the exposed terminals).
7.11.8.4 Removed battery must be protected from damage by, e.g. placing each battery in a protective pouch (‘Battery pack‘).
7.11.8.5 Nominal energy of a single battery device must not exceed 300Wh, or 160Wh each for mobility devices designed for two batteries.
7.11.8.6 A maximum of one spare battery with 300Wh or two with a maximum of 160Wh each may be transported.
7.11.8.7 Lithium-ion batteries remaining attached to the electric mobility aid in they hold are subject to a TUI Airline policy that is more restrictive than IATA DGR.
7.11.9 Battery-powered wheelchairs or other similar mobility devices with non-removable lithium ion batteries (WCLB):
7.11.9.1 Battery remains at the designed position in the mobility device (securely attached).
7.11.9.2 Battery terminals are protected against short circuit, or electrically switched off, secured to avoid unintended reactivation.
7.11.9.3 Nominal energy restriction for mobility aids with removable batteries apply.
7.11.9.4 The airline is responsible to load and secure the wheelchair to be protected against damage by own movement, the movement of baggage, cargo or another load.
7.11.10 Battery-powered wheelchairs or other similar mobility devices with spillable batteries (WCBW):
7.11.10.1 It is TUI Airline policy to prohibit these batteries.
7.12 Right of search.
7.12.1 For reasons of safety and security we may require you to allow a search and scan of your person and a search, scan or x-ray of your Baggage.
7.12.2 If you do not agree we may refuse to carry you and your Baggage.
7.12.3 If you are not available or where permitted by law, your Baggage may be searched without you to determine whether you possess or whether your Baggage contains any unacceptable item. This includes in scenarios where screening of your Hold Baggage leads to suspicion that you may be carrying a prohibited item in accordance with this Article 7. The airport authority may then search your Hold Baggage and remove such item, or prevent your Hold Baggage from being loaded onto the aircraft.
7.12.4 If you fail to adhere to applicable safety notices at any point in time, we have the right to remove items from your Baggage.
7.12.5 We will not be liable for any damage caused to you or your Baggage by a search, scan or x-ray unless the damage was caused by our fault or negligence.
7.13 Declaration of higher value Baggage. Hold Baggage will be considered to have been accepted without a declaration of a higher value. However, the Passenger may complete a ‘special declaration’ indicating a higher value of the relevant Baggage, which will increase the liability limit for loss, damage or a delay of the Baggage. We will charge an extra fee for such declaration. These costs are based on a rate that is determined by the extra costs of transport and insurance for the relevant Baggage, and are in addition to the costs for any Baggage of which the value is estimated at or below the amount of the liability limit. The Passenger will be informed of this rate upon request.
7.14 Exceptional Baggage.
Exceptional Baggage is only transported subject to pre-booking and payment in advance, fees for carriage of Exceptional Baggage may be established by TUI from time to time. More information on Exceptional Baggage and the applicable surcharges are available in our FAQ.
7.14.1 We reserve the right, at our discretion, to refuse to carry Exceptional Baggage where it:
7.14.1.1 is inadequately packaged;
7.14.1.2 is inherently fragile;
7.14.1.3 has pre-existing damage; or
7.14.1.4 is otherwise unsuitable for carriage.
Where we agree to carry such items, we may do so subject to a ‘limited release’ condition.
7.14.2 Where Exceptional Baggage is accepted under a ‘limited release’ condition, we may:
7.14.2.1 require you to acknowledge the condition of the item at check-in; and/or
7.14.2.2 issue a limited release tag or equivalent notice.
By checking in such item, you acknowledge that it is carried at your own risk to the extent permitted by applicable law.
7.14.3 You may be asked to open your Exceptional Baggage at check-in to ensure that the transported baggage meets the Exceptional Baggage definition and is not being transported as Exceptional Baggage to abuse the applicable rate for overweight baggage; in such case, the rate for excess baggage as established at Article 7.3 shall be charged, without any right to reimbursement of the fee pre-paid for Exceptional Baggage, unless otherwise required by applicable law.
7.14.4 We are not responsible (to the fullest extent permitted by law) for superficial damage (scratches, dents, wear); damage due to poor packaging or inherent defects; damage to protruding parts or external attachments (including handles, straps, wheels, fins or similar components); or pre-existing damage.
7.14.5 Nothing in this Article 7.14 limits our liability where such limitation is not permitted under applicable law. Our liability for loss, delay or damage to Exceptional Baggage remains subject to the limits and conditions set out in the Convention.
7.15 Baggage reclaim. You must collect your Hold Baggage as soon as it is made available at your destination. If you do not collect it immediately then you will be responsible for any loss or damage caused as a result. If your Hold Baggage is not claimed within three months from the date it is made available, we may dispose of it without any liability to you. In either circumstance we may also charge you a storage fee. Only the person with the Baggage Identification Tag is entitled to take delivery of the Hold Baggage.
7.16 Carriage of Animals (Pets and Assistance Dogs).
7.16.1 You are responsible for ensuring that any animal you travel with meets all applicable legal, health, and entry requirements in the country of departure, transit and destination. This includes, where applicable:
7.16.1.1 valid identification (for example, microchip (and where permitted, tattoo) identification);
7.16.1.2 required vaccinations and treatments (for example rabies vaccination and any additional mandatory treatments);
7.16.1.3 valid official documentation, such as an EU Pet Passport or Animal Health Certificate (as required under applicable UK/EU rules).
7.16.2 We may require you to present the relevant documentation at check‑in, boarding, or at any other time requested by competent authorities.
7.16.3 If these requirements are not met, we may refuse carriage of the animal and/or you, without liability, and the booking will be treated in accordance with the applicable fare rules.
7.16.4 The carriage of any animal is subject to prior approval and must be requested at the time of booking or as soon as possible thereafter.
7.16.5 Animals are accepted on a limited basis and are subject to capacity restrictions.
7.16.6 If an animal has not been pre-notified and approved, we may:
7.16.1.1 refuse carriage; and/or
7.16.1.2 apply an additional airport administration fee.
7.16.7 Subject to prior approval, a limited number of small cats and dogs may be carried in the passenger cabin. The following conditions apply:
7.16.7.1 maximum one (1) pet per Passenger;
7.16.7.2 maximum three (3) pets per flight;
7.16.7.3 the combined weight of the animal and its container must not exceed 8 kg;
7.16.7.4 the animal must be at least 12 weeks old and not pregnant;
7.16.7.5 the animal must be transported in a secure, leak-proof, soft-sided container, allowing it to stand and turn around, with maximum dimensions 50 x 35 x 30 cm;
7.16.7.6 the animal must remain inside the container at all times during the flight;
7.16.7.7 the animal must not cause any disturbance, risk or discomfort to other passengers or crew.
7.16.8 Examples of permitted and prohibited transportation devices in the cabin, including corresponding illustrations, are provided in this PDF.
7.16.9 Passengers travelling with a pet in the cabin:
7.16.9.1 must be seated in a window seat; and
7.16.9.2 must not occupy emergency exit rows or any seat where safety may be compromised.
7.16.10 Pets are not permitted in the cabin on long-haul flights.
7.16.11 Subject to prior approval, cats and dogs exceeding the cabin weight limit may be transported in the aircraft hold. The following conditions apply:
7.16.11.1 maximum one (1) animal per passenger;
7.16.11.2 the animal must travel in a rigid, sealed, escape‑proof kennel specifically designed for air transport (not a soft carrier or a collapsable crate), meeting our specifications (including ventilation requirements), and with maximum dimensions 121 x 81 x 88 cm;
7.16.11.3 the animal must be able to stand upright, lie down and turn around freely inside the container.
7.16.12 Examples of permitted and prohibited transportation devices in the hold, including corresponding illustrations, are provided in this PDF.
7.16.13 We reserve the right to refuse carriage where suitable hold capacity or environmental conditions are not available.
7.16.14 For animal welfare and safety reasons (including risks associated with stress and temperature/ventilation), we may refuse carriage of certain snub‑nosed (brachycephalic) dogs or cats, including cross‑breeds.
7.16.15 The list of restricted breeds may be updated from time to time for welfare and safety reasons and will be made available via our customer information channels.
7.16.16 We may require completion of an animal acceptance checklist and/or other forms (in addition to official veterinary/entry documentation).
7.16.17 You must present any required forms at check‑in and comply with our instructions, including any inspection of the container to ensure it meets safety requirements.
7.16.18 Recognised assistance dogs (including guide dogs) are permitted to travel in the cabin without charge, subject to:
7.16.18.1 compliance with applicable law and any reasonable documentation requirements (including where required for international travel and entry);
7.16.18.2 the dog being harnessed/leashed and under your control at all times; and
7.16.18.3 any seating and safety instructions given by our crew.
7.16.19 Where required by law and/or operational safety, we may need advance notice and/or specific documentation for assistance dogs. We will not refuse carriage of a recognised assistance dog unless permitted by applicable law or where carriage cannot be provided safely.
7.16.20 We may refuse carriage of any animal if, acting reasonably, we consider that:
7.16.20.1 the animal, container, or documentation does not meet legal or safety requirements;
7.16.20.2 the animal is not fit to travel (including due to illness, injury, pregnancy, aggressive behaviour, or distress);
7.16.20.3 carriage would breach applicable law or official requirements at departure, transit, or arrival; or
7.16.20.4 carriage would compromise the safety, health, comfort, or reasonable enjoyment of other passengers and crew.
7.16.21 Carriage of any pet will be subject to the liability rules of the Convention, but where these do not apply, we will not be responsible for any injury to or loss, sickness or death of a pet which we have agreed to carry unless we have been negligent.
Article 8. Flight Changes, Cancellation and Passenger Rights
8.1 Changes to Flight Schedule. We may need to change the scheduled departure time, arrival time, routing or operating carrier of your flight after your booking has been confirmed. Where such a change is made, we will inform you or your Authorised Agent as soon as reasonably possible. Where a change to your booking is made by us, your rights will be determined in accordance with this Article 8 and any applicable law, including EU/UK261.
8.2 Cancellation and Rights to Reimbursement or Re‑routing. Where your flight is cancelled, or where applicable law treats a change to your flight as a cancellation, you shall be offered the choice between:
8.2.1 reimbursement of the unused portion of your Ticket; or
8.2.2 re-routing to your final destination at the earliest opportunity under comparable transport conditions; or
8.2.3 re-routing to your final destination at a later date at your convenience, subject to seat availability.
The exercise of these options is subject to the conditions and scope set out in applicable law.
8.3 Delays and right to care. In the event of delay, your rights (including any entitlement to care and assistance, reimbursement, or re‑routing) shall be determined in accordance with applicable law.
8.4 Application of EU/UK261. Where EU/UK261 applies, you may have rights to:
8.4.1 care and assistance (such as meals, refreshments, accommodation where applicable);
8.4.2 reimbursement or re-routing; and
8.4.3 financial compensation,
in each case subject to the conditions, thresholds and limitations set out in EU/UK261.
8.5 Compensation. Where EU/UK261 applies, financial compensation shall only be payable where the conditions set out in that legislation are met, including where:
8.5.1 your flight is cancelled and you are not informed within the timeframes specified in EU/UK261; or
8.5.2 you reach your final destination with a delay meeting the thresholds defined in EU/UK261,
and shall not be payable where the disruption was caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.
8.6 Acceptance of Re-routing. If you accept a re‑routing or otherwise travel on an alternative flight offered by us, your entitlement to compensation (if any) under EU/UK261 shall be assessed by reference to the arrival time at your final destination compared to the originally scheduled arrival time, in accordance with applicable law.
8.7 Operating Carrier. Where your flight is operated by another carrier and EU/UK261 applies, the obligations under that legislation rest with the operating air carrier, in accordance with applicable law.
8.8 Rights of the Passenger. The remedies set out in this Article 8 are provided in addition to, and do not replace or limit, any rights you may have under applicable law, including EU/UK261. TUI provides additional information on this subject in the travel documents and on its website tuifly.com.
Article 9. Your conduct prior to and during travel
9.1 Our right to refuse to carry you. We may decide at any moment prior to or during flight to refuse to carry you or your Baggage at all or from that point onwards if, in our reasonable judgement based on an objectively verifiable safety assessment, any of the following has occurred at any moment in time previously, or we have reason to believe has occurred or may occur:
9.1.1 you (or any items in your Baggage) have put the safety or security of the aircraft, its crew, or other passengers in danger;
9.1.2 you (or any items in your Baggage) have significantly disrupted order or good conduct on board the aircraft;
9.1.3 you have intentionally, recklessly or negligently damaged, or attempted to damage, any part of an aircraft or any property owned, used or controlled by us or by any third party in connection with the operation of your flight, including (without limitation) the aircraft structure, engines, systems, cabin interiors, seating, fittings, galleys, lavatories, safety equipment, emergency systems, or any equipment or facilities at an airport or other location from which we operate;
9.1.4 you at any point appear, on reasonable grounds, to be under the influence of controlled substances (including, but not limited to alcohol, narcotics, or other medicinal products) which may influence judgement, behaviours, or actions whilst onboard the aircraft;
9.1.5 you fail to obey the crew's instructions relating to drink or other substances, including the consumption of alcoholic beverages which you have brought onboard the aircraft. We may limit or discontinue serving you alcoholic beverages at our own discretion for the purpose of maintaining order and discipline on board;
9.1.6 you are in unlawful possession of narcotics or other illegal substances;
9.1.7 you are found to be smoking (including the use of electronic cigarettes or devices having a similar appearance), attempting to smoke and/or tampering with a smoke detector;
9.1.8 your mental or physical state or health is considered a danger or risk to yourself, the aircraft, or any person in it;
9.1.9 you have refused to allow a security search to be carried out on you or your Baggage on demand;
9.1.10 you have refused to obey the mandatory seatbelt signs;
9.1.11 you have refused to comply (either wholly or in part) with any instruction, command, request, or other direction – whether written or verbal – issued by us, our agents, employees, contractors, or those operating on our behalf;
9.1.12 you have not observed or obeyed the instructions of our ground staff or a member of the crew of the aircraft relating to safety or security, including, but not limited to, any health measures required by applicable law or reasonably implemented for public health and safety;
9.1.13 you have used threatening, abusive, or insulting words or otherwise behaved in a way which causes discomfort, inconvenience, damage or injury (including any gesture, suggestion, or behaviour which may be interpreted as lewd or sexually suggestive) towards any direct employee, appointed representative, or individual acting on behalf of the TUI Group, including, but not limited to, within the following environments: retail stores, contact centres, cruise lines, resorts, airports, and onboard aircraft; or, if you have acted in such a manner towards fellow customers or passengers;
9.1.4 you have deliberately interfered with a member of the crew of the aircraft carrying out their duties, howsoever caused;
9.1.15 you have taken photographs or video recordings or have uploaded material to social media of either any of our employees, contractors, agents, or entities operating on our behalf without our or their consent or without other objectively justifiable reason and where this interferes with crew duties, safety, or the privacy and dignity of others; or, of our security processes or of other areas of sensitivity at the airport or onboard the aircraft. This includes any materials obtained on phones, tablets, smartwatches, cameras, or other devices capable of recording images, video, and/or sound;
9.1.16 you have placed, or have threatened to place, the safety or security of any TUI Group asset (including aircraft, retail stores, vessels, resorts or offices), or any location from where we maintain a service (including airports and other transportation hubs), or any person contained therein, in actual or reasonably perceived danger;
9.1.17 you have made a hoax or actual bomb or other security threat, regardless of credibility;
9.1.18 you have committed a criminal offence during the check-in process, boarding processes or on board the aircraft;
9.1.19 you have committed a criminal offence at any other TUI Group location, including, but not limited to, within the following environments: retail stores, contact centres, cruise lines, resorts;
9.1.20 you have not, or do not appear to have, valid travel documents;
9.1.21 you try to enter a country for which your travel documents are not valid;
9.1.22 the immigration authority for the country you are travelling to has told us (either orally or in writing) that it has decided not to allow you to enter that country;
9.1.23 you destroy your travel documents during the flight or render them invalid;
9.1.24 you have refused to provide us with or allow us to see your travel documents on demand;
9.1.25 you have refused to prove your identity with a picture ID if told to by a member of the crew;
9.1.26 carrying you would break government laws, regulations, or orders;
9.1.27 you have refused or failed to give us information which a government authority has asked us to provide about you, including API requested in advance of your flight, or valid health verification documentation required by the country that you are travelling to;
9.1.28 you have not presented a valid Ticket;
9.1.29 you have not paid the correct fare (or any applicable TUI-imposed charges and surcharges, and any applicable taxes, fees, and charges) for your journey;
9.1.30 you have presented a Ticket acquired illegally;
9.1.31 you have presented a Ticket which you did not buy from us or our Authorised Agents or which was not issued by us or our Authorised Agents;
9.1.32 you have presented a Ticket which has been reported as being lost or stolen or is counterfeit;
9.1.33 you have presented a Ticket with an alteration made neither by us nor our Authorised Agents;
9.1.34 you have presented a spoiled, torn, or damaged Ticket or a Ticket which has been tampered with and this cannot be reasonably explained;
9.1.35 you cannot prove you are the person named in the Ticket on demand;
9.1.36 you have failed to present your Ticket or your boarding pass or your travel documents to us when reasonably asked to do so;
9.1.37 you have failed to complete the check-in process by the check-in deadline;
9.1.38 you have failed to arrive at the boarding gate on time;
9.1.39 you have refused or failed to undergo health screening or a health examination requested by us or by a government or enforcement agency;
9.1.40 you have attempted to make or have been found to have made payment for goods or services on board a previous of our flights using what we have reasonable grounds to believe are unlawful means;
9.1.41 you have behaved in a manner which promotes, communicates or suggests to third persons how they can evade our policies or break applicable law to their advantage or to our disadvantage whilst in the process of booking or travelling with us;
9.1.42 you have behaved in a way as set out in this Article 9 when we have carried you on a previous flight and we reasonably believe you may repeat this behaviour;
9.1.43 you have been issued with a Customer Banning Order that is in force at the time of travel;
9.1.44 you have been issued with a Lifetime Customer Banning Order;
9.1.45 you have breached any other provision of these General Conditions of Carriage.
9.2 In the event that Article 9.1 is engaged, beyond refusal of carriage, we have the right to take any further measures we consider reasonable in the circumstances and under applicable law to prevent you from continuing your behaviour or actions, which shall include the following non-exhaustive list:
9.2.1 your involuntary restraint, where your conduct permits us to act in such a way in accordance with applicable law;
9.2.2 issuing you with a Customer Banning Order (“CBO”), banning you from being carried on the TUI route network for a period;
9.2.3 issuing you with Lifetime Customer Banning Order (“LCBO”), banning you from being carried on the TUI route network for life;
9.2.4 reporting the incident upon landing to the relevant authorities which may lead to your criminal prosecution.
9.3 The flight captain is authorised to take any measures that are necessary to guarantee the safety of the flight, including having the Passenger removed from the aircraft. The captain is also authorised to take reasonable measures, including the restriction of freedom, in order to guarantee order, discipline and safety on board the aircraft, and hand over to the proper authorities any person who is disturbing (or threatens to disturb) the order or who puts the safety of the aircraft at risk. The captain may report offences/criminal acts, including the non-observance of orders or instructions given by or on behalf of the captain.
9.4 If, as a direct result of your misconduct pursuant to this Article 9, the decision is made by the aircraft captain to divert the aircraft to an unscheduled destination with the intention of offloading you and/or your Baggage, or otherwise if action is taken by us as a result of your misconduct which disrupts our ordinary operations and which has caused us financial loss, you will be liable for reasonable and proportionate costs incurred by us as a direct result of carrying out such unscheduled landing or for any other such operational consequences of your misconduct and for any other damage caused by you.
9.5 CBOs and LCBOs. In addition to our right to refuse to carry you as outlined in Article 9.1, we will refuse to carry you or your Baggage if we have given you a CBO or a LCBO.
CBO or LCBO means a formal written notice we have given to you informing you that you are banned from being carried on the TUI route network. This means you are banned from travelling on all flights we operate.
We may issue a CBO or LCBO where we reasonably determine that your conduct poses a risk to the safety, security, or orderly operation of our flights or to the wellbeing of our crew or passengers.
The CBO will give the date when the ban comes into force, the period for which it applies, and the date of expiry. The CBO will also ask you not to buy a ticket or ask or allow anyone to do so for you.
An LCBO will only be imposed in cases involving serious or repeated misconduct, particularly where safety or security has been jeopardised. The LCBO will remain in place indefinitely, subject to periodic review by us upon request.
If you try to travel while a CBO or LCBO is in force, we will refuse to carry you. You may forfeit part or all of the fare you have paid, subject to the applicable fare conditions and applicable law. Any refund will be assessed taking into account the circumstances of the case and any costs reasonably incurred by us.
If you have existing future travel booked with us at the point at which a CBO or LCBO comes into force, then we will cancel any bookings and refund any monies paid to us, unless the ban arises from serious misconduct justifying a different treatment under applicable law.
You may contact us to request a review of a CBO or LCBO. We will consider any such request within a reasonable period, taking into account all relevant circumstances.
Article 10. Special Assistance
10.1 We will use reasonable endeavours to ensure that your assistance requirements are met in accordance with applicable law. If you do not notify us at least 48 hours in advance, we will nevertheless make all reasonable efforts to provide the requested assistance.
10.2 Special assistance can be requested by Passengers in line with the information and policies as set out in the Airport and onboard assistance page on our website, and in accordance with the PRM Regulations. We will provide assistance in accordance with applicable law. We may refuse carriage or specific assistance only where this is necessary to comply with applicable safety requirements or due to the size of the aircraft or its doors, in accordance with the PRM Regulations. Our website contains details on the carriage of wheelchairs and mobility equipment; and recognised assistance dogs.
10.3 If you have special assistance requirements in relation to a disability or a medical condition, you should, where possible, add any such requests at the time of making your booking, and in any event at least 48 hours before departure; provided that the request can then be met, we will ensure that our flight crew are aware of your needs and that any advance preparations can also be made by airport authorities or other third parties who also have a share of responsibility in providing any assistance to you during your travel.
10.4 Airport managing bodies are responsible for providing assistance at the airport, onto the aircraft, off the aircraft and through the arrivals process at the destination. We will cooperate with airport authorities to ensure that such assistance is provided. Any complaints as to the level of service provided by them should be directed to the applicable airport authority. This does not affect any rights you may have against us under applicable law.
10.5 Where this is necessary to comply with applicable safety requirements, we may require you to travel with an accompanying fee-paying Passenger based on your special assistance requirements and an individual safety assessment. You must ensure that you are travelling with another Passenger who is able to accompany you through certain stages of the flight if you have a disability or medical condition which means that you are unable to do any of the following things:
10.5.1 unfasten a seat belt;
10.5.2 leave a seat and reach an emergency exit unaided;
10.5.3 retrieve and fit a life jacket;
10.5.4 don an oxygen mask without assistance;
10.5.5 understand the safety briefing (including information communicated in accessible formats).
The accompanying person must be a Passenger who is at least 16 years old and who in the event of an emergency is physically able to assist you in respect of your special assistance requirements.
10.6 We will use our best endeavours to pre-board you in advance of other Passengers if you are at the boarding gate when the announcement for pre-boarding is made.
10.7 Pregnancy. We will carry pregnant Passengers provided that it is safe to do so, in line with the timeframes stated below. You are responsible for ensuring that you are fit to fly and we recommend that you seek medical advice before travelling, particularly in the later stages of pregnancy or in the case of multiple pregnancies. As general guidance:
10.7.1 we reserve the right to request a medical statement regarding the number of weeks of the pregnancy on the date of the departure of the flight;
10.7.2 no limitations apply with respect to the carriage of a pregnant Passenger if the Passenger has not exceeded 28 weeks;
10.7.3 for single pregnancies, where the Passenger is travelling between the 29th week and the end of the 36th week, we will require a valid medical certificate confirming that you are fit to fly;
10.7.4 in case of pregnancy of a twin or multiple children, where the Passenger is travelling between the 29th week and the end of the 32nd week, we will require a valid medical certificate confirming that you are fit to fly;
10.7.5 notwithstanding the above, we may refuse carriage where, based on a reasonable assessment, including any available medical information, we consider that carriage would be unsafe for you, the aircraft, or other passengers, or to comply with applicable safety requirements or where carriage would present a reasonably foreseeable risk.
10.8 Medical complaints prior to transport. If the Passenger has reason to believe that medical complaints may occur during the flight, then they shall consult a doctor before proceeding to fly. It is the responsibility of the Passenger to take medical advice and precautions before travel. Should the Passenger fail to do so, then this will be at their own expense and risk. This does not affect any rights you may have under applicable law. We may ask you to produce written evidence of your fitness to fly before we can accept you for travel.
10.9 Allergens. We cannot guarantee an allergen-free environment on board. Our food allergen policy can be found [here] and affected Passengers should ensure that they read the policy in full before they travel, make any subsequent pre-travel notifications to us, and prepare for travel accordingly.
Article 11. Travelling with Children and Infants
11.1 An infant who is at least 7 days old and under the age of 2 years on the date of the flight (or, if booked for travel on a return journey, the inbound flight) ("Infant") must travel on the lap of an accompanying Passenger. A fee for an Infant travelling on an accompanying Passenger’s lap is payable in accordance with www.tuifly.com. The number of infants on board may be limited for safety reasons. If one Passenger is travelling with two Infants, only one Infant can sit on your lap; the other Infant must be seated next to you as a regular fee-paying Passenger, sat in a suitable car seat or restraint device which must be additionally purchased at the time of booking. The car seat or restraint device must be less than 40cm wide to fit in the plane seat and have a label stating they are suitable for use on aeroplanes. The reference ECE R44-03 is commonly used in Europe. If it's a special seat for a child with disabilities, the following can be accepted: CARES harness MERU travel chair (ages 3-11).
11.2 Push chairs, folding buggies and car seats are allowed as part of the Hold Baggage allowance free of charge, maximum two per booking. Passengers have the option of taking one of these items all the way to the gate, where it is then loaded into the luggage hold and returned, if possible, at the arrival gate when disembarking. In other cases, the buggy or car seats may be available for collection along with other luggage in the luggage hall of the airport building. Please note that all items must be labelled with a luggage label at check-in, including those taken for use up to the aircraft. Passengers can bring such items on board but only if they comply with the Cabin Baggage policies as set out in Article 7 and this counts as part of your Cabin Baggage allowance in accordance with your fare conditions.
11.3 Children up to their twelfth (12th) birthday will only be transported if accompanied by a person of at least 16 years of age who will take responsibility for them.
11.4 For unaccompanied children between the ages of five (5) and twelve (12), a special care service can be booked for a non-refundable fee, subject to availability. Fees are available on our website. The child's age at the time of the return flight is decisive in all cases. Unaccompanied children are not permitted to bring animals in the cabin or in the cargo hold.
11.5 Please note that in some countries, children and young people under 18 years of age must present a completed authorisation form from their legal guardian(s) in order to leave their home country. It is the Passenger's responsibility to carry the required documents.
11.6 Except in cases of paid escort services, we do not provide any accompaniment or supervision. We shall not be liable for any consequences arising from the absence of accompaniment or supervision where no such service has been booked, except where liability cannot be excluded or limited under applicable law.
Article 12. Administrative Formalities
12.1 General. You are responsible for checking and obtaining all necessary travel documents (including entry and exit visas or permits, health, medical and other documents) and for complying with all laws, regulations, orders, demands and travel requirements of countries to be flown from, into or through which you transit. Travel document requirements (including document validity) may vary depending on your route, your nationality or your status.
There may also be separate requirements for children and for those travelling with them.
You are also responsible for checking government foreign travel advice which may affect your trip. It is your responsibility to ensure you are medically fit to travel and fly.
We will not be liable for any loss arising from your failure to obtain or comply with travel requirements, except where such loss results from inaccurate information provided by us on which you reasonably relied.
12.2 Travel Documents. Before you travel, you must present all exit, entry, health and other documents required by law, regulation, order, demand or other requirement of the countries concerned, and allow us to take and retain copies. We reserve the right to refuse carriage if you have not complied with these requirements, or your travel documents do not appear to be in order. Any check of your travel documents by us is performed for compliance purposes and does not relieve you of your responsibility to ensure that your documents are valid and sufficient for travel.
12.3 Refusal of Entry. If you are denied entry into any country, you will be responsible to pay any fine or charge we have to pay to the Government concerned and for the cost of transporting you from that country. We will not refund the fare collected for carriage to the point of refusal or denied entry , except where this is required under applicable law or where the refusal is not attributable to you.
12.4 Passenger responsible for Fines, Detention costs, Etc. If we have to pay any fine or penalty or incur any expenditure by reason of your failure to comply with laws, regulations, orders, demands or other travel requirements of the countries concerned or to produce the necessary documents, you will be responsible for reimbursing us for any reasonable costs, fines or expenses incurred as a direct result of your failure to comply with applicable requirements.
12.5 Customs Inspection. If necessary, you will attend inspection of your Baggage, by customs or other Government officials. We are not liable to you for any loss or damage suffered by you in the course of such inspection or if you do not attend the inspection, except where caused by our negligence or as required under applicable law.
12.6 Security Inspection. You will submit to any security checks by Governments, airport officials or by us.
12.7 Personal Data. We will collect, use, store and otherwise process your personal data in accordance with applicable data protection laws, including the GDPR where applicable. The data controller is the TUI Airline identified in Article 2.2.
Your personal data is required for the conclusion and performance of your contract of carriage and related services. It will be used for purposes including: managing and administering your booking and Ticket; providing air transport and related services (including ancillary services); facilitating immigration, border control and security requirements; detecting, investigating and preventing fraud, security incidents and abuse of our services; developing, improving and maintaining our services; and communicating with you in relation to your travel.
We may share your personal data, where necessary for these purposes or as required by applicable law, with: other TUI Group companies; our Authorised Agents; other Carriers involved in your journey; service providers (including ground handlers, IT providers and payment processors); and competent public authorities, including immigration, border control, customs and security authorities.
As part of these activities, your personal data may be transferred to recipients located both within and outside the European Economic Area, including countries which may not provide the same level of data protection, where such transfer is necessary for the performance of the contract of carriage or required by law. Further information about how we process your personal data, including your rights and how to exercise them, is set out in our Privacy Notice.
Article 13. Our Liability to You
13.1 Our Liability to you will be determined by these General Conditions of Carriage. For further detail concerning air carrier liability for passengers and their baggage, please see our notice at tuifly.com/montreal-convention Unless otherwise stated, international travel, as defined in the Convention, is subject to the liability rules of the Convention. TUI will be liable for damages only where TUI is the Carrier under your Ticket. The liability of any third party Carrier on whose ticket or booking you are travelling will be determined by that other Carrier’s own conditions of carriage. Nothing in this Article 13 affects your rights under EU/UK261 or any equivalent applicable legislation.
13.2 Any liability we have to you will be reduced by any fault or negligence on your part which causes or contributes to the loss or damage that you suffer. We will not be liable for any damages arising from our compliance with applicable laws or Government rules and regulations, or from your failure to comply with the same, unless such loss results from our negligence or failure properly to comply with applicable laws.
13.3 We shall be only liable for damages in case of death or bodily injury of a Passenger if the accident that caused the death or bodily injury took place on board the aircraft or in the course of embarking or disembarking the aircraft, as stipulated in the Convention. We will not limit or exclude such liability to the extent that the damage does not exceed 151,880 SDRs (approximately £161,100; EUR 186,200) per Passenger, unless any fault or negligence on your part causes or contributes to the death or bodily injury. We shall not be liable for damages exceeding 151,880 SDRs per Passenger if we prove that the damage was not caused by our fault or negligence, or that of our servants or agents, or if the damage is exclusively caused by the fault or negligence of the person claiming compensation, the person who they represent or from whom they derive their rights, or a third party.
13.4 In the event of death or bodily injury as a result of an aircraft accident as referred to in the Convention, the beneficiary who, pursuant to the applicable law, is entitled to receive compensation for damage with respect to the relevant Passenger, has the right to an advance payment to meet immediate economic needs on a basis proportional to the hardship suffered. The advance payment will not be less than the equivalent of 16,000 SDRs (approximately £17,000; EUR 19,600) per Passenger in the event of death. Pursuant to applicable law, such advance payment will be paid within 15 days after the identity of the correct beneficiary has been determined. Advance payment shall not constitute recognition of liability and may be offset against any subsequent sums paid on the basis of TUI’s liability. The advance payment is not returnable, except in the cases prescribed in the Convention or where the person who received the advance payment was not the person entitled to compensation.
13.5 We shall not be liable for damages for illness, injury, disability or death, or an aggravation of such illness, injury or disability, in the event of carriage of a Passenger of whom the age or mental or physical condition is of such nature that this may cause a threat or risk for that person, provided such damage is reasonably the consequence of such condition and was not caused by breach of duty on the part of the airline crew.
13.6 The liability of TUI with respect to damage caused as a result of delays and/or cancellations in the carriage of the Passenger is limited to 6,303 SDRs (approximately £6,700; EUR 7,700) per Passenger.
13.7 The liability of TUI with respect to damage caused as a result of delays and/or cancellations in the transport of Baggage is limited to 1,519 SDRs (approximately £1,600; EUR 1,900) per Passenger.
13.8 TUI shall not be liable for damage caused as a result of a delay and/or cancellation if it proves that it and its servants and agents have taken every reasonable measure possible in order to prevent the damage or that it was reasonably impossible for TUI or its servants to take such measures.
13.9 We will not be liable for loss of or damage caused to Cabin Baggage, unless such loss or damage results from our fault.
13.10 Except in the case of an act or omission done with intent to cause damage or recklessly and with knowledge that damage would probably result, our liability in the case of damage to Hold Baggage will be limited to 19 SDRs (approximately £20; EUR 23) per kilogram, and in the case of damage to Cabin Baggage will be limited to 332 SDRs (approximately £352; EUR 407) per Passenger where the Warsaw Convention 1929 applies to your journey; or, 1,519 SDRs (approximately £1,600; EUR 1,900) for any Baggage, subject to proven damage, where the Montreal Convention 1999 applies to your journey. For the purposes of the Warsaw Convention, if the weight of the Hold Baggage has not been recorded, it is presumed that the total weight of the Hold Baggage is equal to the applicable Hold Baggage allowance for the class of carriage concerned. Regardless of which Convention applies to your journey, you may benefit from a higher limit of liability for loss of, damage or delay to Hold Baggage by making a special declaration of the value of your Hold Baggage and paying any supplementary fee that may apply.
13.11 We shall not be liable for any damage resulting from the inherent defect, quality or vice of the Baggage. If the Baggage or any item in the Baggage causes damage to another person and/or their properties or to TUI, then the Passenger shall indemnify TUI and any relevant person against any loss or damage suffered to the extent that such damage is caused by your fault or negligence.
13.12 We shall not be liable for indirect or consequential damages to the extent that such exclusion is permitted under the Convention or other applicable law.
13.13 Nothing in these General Conditions of Carriage excludes or limits, or intends to exclude or limit liability for death or personal injury caused by our negligence, liability for our fraud or fraudulent misrepresentation, or liability that cannot be excluded or limited by applicable law.
Article 14. Complaints and Claims
14.1 Baggage Claims. If you accept Baggage when we deliver it to you and you do not complain, this will serve as evidence that the Baggage has been delivered in good condition and in accordance with the contract of carriage, unless you prove otherwise.
If you wish to file a claim or an action regarding damage to Hold Baggage, you must notify us as soon as you discover the damage, and at the latest, within seven days of receipt of the Baggage. If you wish to file a claim or an action regarding delay of Hold Baggage, you must notify us within 21 days from the date the Baggage was available for collection. You must notify us in writing.
EU/UK261 Compensation Claims. Claims for compensation pursuant to EU/UK261 must be submitted by the Passenger, or a representative who has legal authority to act on behalf of the Passenger. A notice setting out a Passenger’s rights pursuant to EU/UK261 is referenced at Article 8.9. Claims pursuant to EU/UK261 can be done via the contact center.
14.2 Limitation of Actions.Unless any other applicable period is stated in these General Conditions of Carriage or if any mandatory provision applies in law stating otherwise, any right to damages in these General Conditions of Carriage will be extinguished if an action is not brought within two years of the date of arrival at destination, or the date on which the aircraft was scheduled to arrive, or the date on which the carriage stopped. This limitation applies to claims governed by the Convention. It does not apply to claims under EU/UK261, which are subject to the limitation periods provided by applicable national law.
14.3 Customer Service complaints. in Spain. After having contacted the customer service department, and in the absence of a satisfactory response within one month, you may refer the matter to the Agencia estatal de seguridad aerea (AESA), whose contact details and procedures are available on its website: https://www.seguridadaerea.gob.es/en/ambitos/derechos-de-los-pasajeros/procedimiento-para-reclamar/procedimiento-para-reclamar-ante-aesa-reg.261-2004. AESA also provides for a complaint form that the customer may fill in and submit to AESA: https://www.seguridadaerea.gob.es/sites/default/files/formulario_para_reclamar_ante_aesa.pdf. In this procedure, you have a period of five years to submit a complaint against us from the day on which the incident giving rise to the complaint occurred, after which the complaint shall be inadmissible. If a year has elapsed since the claim was submitted to us, the claim is inadmissible vis-à-vis the Agency.
14.4 Customer Service complaints in Portugal. After having contacted the customer service department, and in the absence of a satisfactory response, the customer may make a complaint in the “Electronic Complaints Book” (“Livro de Reclamações Electrónico”) of the Autoridade Nacional de Aviação Civil (ANAC).
14.5 Customer Service complaints in U.S. In relation to consumer complaints, in order to access further information relating to air passenger rights in the U.S. or to make a complaint to the U.S. Department of Transportation directly, please visit the Aviation Consumer Protection website or the Air Travel Service Complaint or Comment Form website.
14.6 Mediation for Belgium. After having contacted the customer service department, and in the absence of a satisfactory response, the customer may refer the matter to the Consumer Mediation Service, whose contact details and procedures are available on his website: www.consumerombudsman.be.
Article 15. Health
15.1 Face Masks. In certain circumstances, depending on local applicable governmental or health authority rules and regulations, you may be required to wear an appropriate face mask in the airport, when boarding and whilst on-board the aircraft.
In such an event, face masks must be worn through the duration of the flight unless an appropriate exemption applies. We have the right to refuse to carry you or your Baggage if you do not comply with any requirement to wear a face mask. If you remove your face mask during your flight and refuse to replace it when asked, then we will treat you in line with our disruptive passenger policy.
It is your responsibility to check any requirements of the country of your destination as to the wearing of face masks.
15.2 Health Statement. We retain the right to require you to confirm a health statement prior to travel. Any individual displaying symptoms of Covid-19 or of any other major health outbreak, epidemic or pandemic will not be permitted to board the aircraft.
15.3 Disinsection. On certain routes, we are required by applicable laws and regulations of the country of departure, transit or destination to carry out disinsection of the aircraft. Disinsection may be performed using methods approved by the relevant authorities, including the application of insecticide within the aircraft cabin, which may occur in the presence of passengers. By entering into these General Conditions of Carriage, you acknowledge and accept that such disinsection may be carried out where required. We shall not be liable for any loss, damage, discomfort or inconvenience arising from such disinsection measures, provided that they are carried out in accordance with applicable laws, regulations and manufacturer instructions. Nothing in this Article 15.3 limits or excludes our liability for death or personal injury caused by our negligence or any other liability which cannot be excluded under applicable law.
Article 16. Governing Law and Jurisdiction
16.1 These General Conditions of Carriage are governed by, and shall be construed in accordance with, the law applicable to the TUI Airline operating the Passenger’s flight, as identified by the airline designator code shown on the Passenger’s Ticket, as set out below.
16.2 Subject always to the Convention, EU/UK261, and any mandatory consumer protection laws which apply to the Passenger, the following laws and courts shall have jurisdiction:
16.2.1 where the operating Carrier is TUI Airways Limited – English and Welsh law and the courts of England and Wales;
16.2.2 where the operating Carrier is TUI Airlines Belgium NV – Belgian law and the courts of Belgium;
16.2.3 where the operating Carrier is TUI Airlines Nederland B.V. – Dutch law and the courts of the Netherlands;
16.2.4 where the operating Carrier is TUIfly GmbH – German law and the courts of Germany;
16.2.5 where the operating Carrier is TUIfly Nordic AB – Swedish law and the courts of Sweden.
16.3 Nothing in this Article 16 limits a Passenger’s right to bring proceedings in any court having mandatory jurisdiction under applicable consumer protection or international aviation law.
16.4 To the extent that any provision of this Article 16 is held invalid or unenforceable by a competent authority, such invalidity shall not affect the validity of the remaining provisions.
Article 17. Miscellaneous
17.1 The title of each Article of these General Conditions of Carriage is for convenience only, and is not to be used for interpretation of the text.
17.2 These General Conditions of Carriage apply unless they are inconsistent with any applicable laws in which case such laws will apply. If any provision of these General Conditions of Carriage is invalid under any applicable law, the other parts shall still remain valid.
17.3 Except as provided in these General Conditions of Carriage, if there is inconsistency between these General Conditions of Carriage and any other regulations or Booking Terms and Conditions, these General Conditions of Carriage will prevail. In the event of any inconsistency between the English-language version of these General Conditions of Carriage and any foreign-language translation, the English-language version will prevail, unless applicable law states otherwise.
18. Definitions
18.1. “Authorised Agent” means a passenger sales agent who has been appointed by us to represent us in the sale of air transportation.
18.2. "Baggage" means your personal property accompanying you in connection with your trip. Unless otherwise specified, it consists of both your Hold Baggage and Cabin Baggage.
18.3. "Baggage Identification Tag" means a document issued solely for identification of Hold Baggage.
18.4. "Booking Terms and Conditions" means any additional terms and conditions applicable to your booking as identified during the booking process or in any booking confirmation sent to you.
18.5. "Cabin Baggage" means Baggage you take into the aircraft cabin (including any item carried on your person).
18.6. "Carrier" means the TUI Airline entity holding the relevant Air Operator Certificate and whose airline designator code appears on the Passenger’s Ticket; or, if this is not a TUI Airline, the air carrier whose name appears on your Ticket.
18.7. "Convention" means, as applicable to the relevant carriage, either:
18.7.1. the Warsaw Convention 1929 (as amended); or 18.7.2. the Montreal Convention 1999.
18.8. "EU/UK261" means Regulation (EC) No 261/2004 of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights; or, applicable national law that incorporates Regulation (EC) No 261/2004, including in the United Kingdom.
18.9. "Exceptional Baggage" means Hold Baggage that does not have the weight, the form and/or the size of regular suitcases and bags, including, but not limited to, bicycles, surf-, kite, wake-, wave- and snowboards, masts, golf clubs, prams, fishing equipment, diving equipment, ski’s, delta-fliers, musical instruments, medical baggage, scooters, wheelchairs, mobility scooters, as well as the packaging and coverings in which these objects are contained.
18.10. “GDPR” means, as applicable, (a) the General Data Protection Regulation (EU) No 2016/679 of 27 April 2016; and (b) the UK General Data Protection Regulation as it forms part of domestic law in the United Kingdom by virtue of the European Union (Withdrawal) Act 2018, in each case as amended or replaced from time to time. 18.11. "Hold Baggage" means Baggage accepted at check-in and placed in the aircraft hold, for which we issue a Baggage Identification Tag.
18.12. “Passenger” means any person, except members of the crew, carried or to be carried in an aircraft under a Ticket.
18.13. "PRM Regulations" means Regulation (EC) No 1107/2006 of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air; or, applicable national law that incorporates Regulation (EC) No 1107/2006, including in the United Kingdom.
18.14. "SDR" means a Special Drawing Right as defined by the International Monetary Fund.
18.15. “Ticket” means a receipt issued by us confirming your reservation, or your boarding document, as applicable.
18.16. "TUI Airline" means one of the five operating airlines in the TUI Group, as set out in Article 2.2.
These General Conditions of Carriage are effective as of 1st of June 2026. If you booked your travel prior to this date, a previous version of conditions of carriage for your Carrier will be applicable to your journey. In such cases. the applicable conditions will be those as were brought to your attention in your booking confirmation.