Safety & Service
Travel Advice
Crisis
Visa & ID
Booking & Payment
Booking
Yes, all customers on the same booking must have the same fare type. Different fare types can be purchased by making separate bookings for each person.
Modify
Cancel/Refund
Payment
Confirmation
Documents
If you have noticed an error in your travel documents, contact us as soon as possible to let us know.
Groups
Arrival & Departure
Online Check-In
Online check-in information will be available soon and ready for all flights departing after 01st November 2026.
Special assistance
Special assistance
Please find any information in regards to airport and onboard assistance on our dedicated page here. You can add assistance when making your reservation, in Manage my Booking or contact us at +49 511 87 9898 33.
Baggage
Baggage
Not all fare types include Hold Baggage. If you have selected a fare that includes hold baggage, this will show on your booking confirmation.
Base Fares - No Hold Baggage Allowance
Better Fares - 20kg Hold Baggage Allowance
Best Fare - 25kg Hold Baggage Allowance.
Premium (Long Haul Only ) 25kg Hold Baggage Allowance
Many items of oversized baggage, such as sporting equipment will incur an extra charge. You can choose to add these items to your booking via the customise page or by contacting us.
TUI does not provide therapeutic oxygen. If you need additionnal oxygen when you travel for health reasons, please contact us to discuss your options.
You may bring batteries and battery‑powered devices for personal use, as long as you follow these rules:
Batteries installed in devices (such as phones, laptops, tablets and cameras) are allowed. These must be carried in your hand baggage.
Spare lithium batteries and power banks are only allowed in hand baggage, not in checked baggage. They must be protected against short circuits e.g. by taping over exposed terminals, keeping them in their original packaging, or placing them in individual plastic bags.
Power banks and e-cigarettes are not allowed in the overhead locker either, only on person or under the seat in front of a person.
Passengers are limited a maximum of 2 power banks not exceeding 100Wh. Power banks cannot be charged or used to charge other devices while on board.
Damaged, defective or recalled batteries are not allowed in either hand baggage or hold baggage.
Battery‑powered vehicles (such as hoverboards and e‑scooters) are not permitted.
Appliances with lithium batteries over 100Wh (e.g professional cameras, medical appliances) require airline approval in advance. Always check the rules for your specific flight before travelling.
It is not permitted to use or charge an E-cigarette onboard our aircraft at any time. E-cigarettes or other electronic smoking devices are forbidden in checked baggage. You may carry these devices in the cabin, but they are not allowed in the overhead lockers, only on person or under the seat in front of a person. Charging of electronic smoking devices is not permitted on board. Please check the regulations of the destination you are travelling to for any local requirements.
Baggage children & infants
Children under 2 years that are sitting on an adult's lap do not get a cabin baggage allowance.
Your cabin baggage allowance depends on the type of fare purchased. All customers can take a small personal item in to the cabin with them. Large cabin bags(10kg) can be purchased and come with priority boarding.
Buggies and child seats are allowed in the baggage compartment free of charge if an infant or child is travelling with you. It will be returned to you when you disembark or placed on the baggage carousel.
Only child seats with approval standard ECE R44-03 or higher, with a three-point seat belt and the label ‘For use in aircraft’ may be used in the cabin. Cribs and baby cots are not allowed in the cabin.
A folding buggy, Maxi Cosi, Easy Walker and booster seat are allowed in the cabin if purchased as large cabin baggage (10kg) with priority boarding, provided they comply with the size rules (max. 1 piece, 10 kg, 55x40x20 cm).
For Infants up to the age of 2 years old that do not occupy a seat on the aircraft, the baggage allowance is 1 piece weighing no more than 10kg. You may bring up to 2 infant items free of charge - items permitted are stroller, car seat, travel cot. If you would like to use a car seat onboard the aircraft for your infant, you need to purchase a seat for them. All Child seats must meet approval standard ECE R44-03 or higher, with a three-point seat belt and the label ‘For use in aircraft’ may be used in the cabin. For children aged 2 and above the baggage allowance depends on the fare type purchased and can be found on your booking confirmation.
Prohibitted baggage
You may bring batteries and battery‑powered devices for personal use, as long as you follow these rules:
Batteries installed in devices (such as phones, laptops, tablets and cameras) are allowed. These must be carried in your hand baggage.
Spare lithium batteries and power banks are only allowed in hand baggage, not in checked baggage. They must be protected against short circuits e.g. by taping over exposed terminals, keeping them in their original packaging, or placing them in individual plastic bags.
Power banks and e-cigarettes are not allowed in the overhead locker either, only on person or under the seat in front of a person.
Passengers are limited a maximum of 2 power banks not exceeding 100Wh. Power banks cannot be charged or used to charge other devices while on board.
Damaged, defective or recalled batteries are not allowed in either hand baggage or hold baggage.
Battery‑powered vehicles (such as hoverboards and e‑scooters) are not permitted.
Appliances with lithium batteries over 100Wh (e.g professional cameras, medical appliances) require airline approval in advance. Always check the rules for your specific flight before travelling.
Sports, Special & Medical Baggage info
Drones are permitted as part of your baggage allowance. Spare batteries must be carried in your cabin baggage and fit within your allowance. It is important to check your destination rules as some countries restrict or ban drones.
We are happy to accept the carriage of standard fishing equipment on our flights, subject to a fee. Fishing equipment must be packed in a hard, rigid case. Maximum weight is 23kg and a Maximum length of 190cm. We recommend you pre book this service.
You are welcome to bring items that are not prohibited for carriage, providing they fit within your hold baggage allowance. If you wish to bring extra baggage with you, please note that there will be a charge to do this and each person can have no more than 2 hold bags per person.
Yes - please contact us if you have a medical condition and we will give you the best advice on how to do this.
Musical Instruments that fit within your cabin baggage allowance may be carried into the cabin. Larger instruments that do not fit within this allowance are not permitted in the cabin or to travel on aircraft seats. If you would like to travel with your musical instrument in the hold, there is a maximum weight of 32kg. Your insrtument must be in a hard/rigid case. This service needs to be pre-booked.
You are welcome to bring your wedding dress in to the cabin with you, if you have purchased a large cabin bag and your dress is packaged inside of this. Please note that we are unable to hang wedding dresses anywhere onboard our flights.
TUI fly permits the carriage of sports equipment on our flights for a fee. More information on the types of sports equipment that you can take, the cost and any restrictions can be found on the customise page when you make your booking. If you have already made a booking, please contact us on +49 511 8798 9833
Yes, you may travel with ashes. These must fit within your cabin baggage allowance. Containers must be non metallic, sealed and X-Ray friendly. You will need to travel with a death certificate, cremation certificate and any specific permits required by your destination.
Yes, you may travel with filming equipment provided that it fits with your checked baggage allowance. You can purchases extra baggage if needed, however, only 2 pieces of checked baggage are permitted per person. Spare batteries must be carried in your hand baggage.
Missing or damaged baggage
If your baggage does not arrive as expcted on the baggage belt, you must report it prior to leaving the airport by visiting the baggage desk in the baggage reclaim area. You will need to complete a form and we will start the process of tracing your baggage. Please note that this MUST be done before you leave the baggage reclaim area. Claims for delayed baggage must be made within 21 days from the date the baggage was available for collection.
Damaged baggage must be reported before you leave the baggage reclaim area, if you intend to make a claim or take action regarding damaged baggage. This can be done at the baggage desk in the baggage reclaim area. You will need to complete a form and possibly provide photos of the damage to your bag. Once we have this information, our baggage claims team will be in touch with you. Please note that if you accept baggage and do not report damage before leaving the airport, this will service as evidence that the baggage has been delivered in a suitable condition. If you wish to make a claim for damaged hold baggage, this must be done within 7 days of collecting the baggage.
If you realise you’ve left something on the aircraft, contact the airline or airport as soon as possible.If you’re still at the airport, go to the Lost & Found desk or speak to airport staff.If you’ve already left, report the item to the airline’s or airport’s Lost & Found service, usually via an online form.Items left on board are handled through lost‑property services, and recovery depends on whether the item is found and handed in. Acting quickly increases the chances of getting it back
Your checked in luggage must not contain: money,jewellery, precious metals, computers, peronal elecronic devices, negotiable or business papers, securities and other valuables, passports and identity documents, medications and any items covered under dangerous goods regulatons such as lithium batteries and power banks.
If you find something missing when you collect your luggage, you'll need to complete a Property Irregularity Report before you leave the airport. The information you give will help the search for anything that's missing.Making a claim;If you want to make a claim for the missing items, you can do this through your travel insurance provider. Alternatively, you can make a claim directly with the carrying airline.If you want to make a claim through TUI, you can make your claim online at this website; www.tui.airlineluggageclaims.com
Yes, you can pool baggage with other people on your booking, provding you do not exceed your luggage allowance.
Check-in, Boarding and denied travel
Check-in, Boarding and denied travel
If you have missed your flight, you will need to purchase a new flight.
We recommend that you go to the gate when the gate number is displayed at the airport. It is essential that you are at the gate no later than 30 minutes before departure.
It is the responsibility of the passenger to ensure that you have all correct travel documents. Please check with your destination country for full requirements.
Please check your booking confirmation for this information. Alternatively, flight information can be found on the airport website.
Desks usually close 45 minutes before departure, so make sure you've checked in at least an hour before you're due to fly
Flight delays
Flight delays
If your flight has been cancelled or is subject to a long delay, or if you have been denied boarding on a flight for which you hold a valid reservation, then you are entitled to certain rights in law. You might be entitled to compensation; to re-imbursment or re-routing; and/or to care and assistance. The TUI Airline passenger rights notice will tell you more about what your regulatory rights are.
You don’t need a separate delay certificate. The message you received from us with your flight details and delay is usually sufficient for your insurer.Is your insurer still asking for an official document? Then you can use: a screenshot of our SMS, a copy of your boarding pass, proof of your arrival time
If your TUI fly flight is delayed, we will take care of you in line with EU passenger rights:Refreshments and mealsShort flights (up to 1,500 km): after 2 hours of delay.Longer flights (over 1,500 km): after 3 hours of delay.
If an overnight stay is needed Hotel accommodation Transport between the airport and the accommodation. If your delay lasts 8 hours or more, you’ll receive a delay confirmation that you can use for insurance or administrative purposes.
Travelling with Children
Travelling with Children
As a family friendly travel company we support breast feeding on our flights. If sat on a lap, infants under two years of age will be secured by a lap belt or be secured in an approved car seat whenever the seat belt signs are illuminated, this includes taxi, take-off and landing.
All our planes have baby changing facilities - the baby changing facilities are located in the toilets. Which toilets have changing facilities will depend on the type of plane you're flying on, please speak to one of our cabin crew who will be able to let you know where the changing facilities are located.
A child may travel alone from 5 years of age as an unacompannied minor.
- For 'Unaccompanied minor' children aged 5 to 11 years old, the assistance is compulsory if they are not traveling with someone at least 18 years old.
For young people aged 12-17 assistance is not compulsory.
Please contact us for more details and the fees for this service
As you're not allowed to attach anything to your tray tables or seats, products like Fly Legs Up, JetKids Bed Box, Plane Pal or Comfy Hanger can't be used on TUI flights. The same rule applies for inflatable footrests or clips that hold mobile devices.
Onboard experience
Allergens
We cannot guarantee an allergen free environment while travelling with us.
If you have a severe nut allergy, here's how to inform TUI Fly.com :
1. Contact TUI at least four days before your flight to notify them about your allergy
2. Speak with staff at the gate on your travel day if you wish to pre-board to clean your seating area
3. The cabin crew will make an announcement asking other passengers not to open nut products
Please note that while TUI ensures no peanuts are used in their inflight meals, they cannot guarantee a completely allergen-free environment. Some food items may have "may contain traces of nuts" labeling, and other passengers might bring nut products onboard.
Remember to:
Always carry your allergy medication/EpiPen in your hand luggage
Inform the cabin crew about your allergy when boarding
This approach helps TUI accommodate your needs while ensuring your safety during the flight.
The cabin crew can provide you with an allergen guide onboard.
Onboard Payments and Shopping
We are a cashless airline and do not accept cash in any currency. Payment can be made by Visa, Mastrcard & Monzo.We do not accept, solo, American Express and pre-paid cards.
Payments can be declined for a number of reasons. The aircraft is an offline environment and it could be that your card will only work in an online environment.
For destinations in Europe please refer to Europe Duty Free Allowance and for all other destinations please check your allowance by individual country. Just so you're aware, some destination airports do carry out customs checks on arrival
When you get home
Complaints/compliment
Hope you enjoyed your flight! Will you take a moment to share your experiences with us? That way we can continue to improve our service and you can inspire other customers! You can fill in your travel review via the form you will receive by email after your return
Legal & Compliance
Legal & Compliance
The Montreal Convention is officially known as the Convention for the Unification of Certain Rules for International Carriage by Air (1999). It governs all air carriers and imposes limits on liability with regards to accidents, damages, delays or loss of property.You'll find more information about the Montreal Convention in our booking conditions, under TUI Airways Flights and the section 'Air carrier liability for passengers and their baggage'
It's important that you allow sufficient time between flights to complete any necessary airport formalities. Please be aware that TUI is not responsible for any expenses that occur due to missed connections.
Terms & Conditions
Your customer data
Modifying customer information
The customer simply has to ask to change his/her personal data or can do it by himself/herself if they have an account.
Privacy law/GDPR
Modifications to data are free of charge unless your request multiple copies. If this is the case, we will calculate a compensation based on the administration costs.
complete name changes may involve certain costs. We will pass on any extra costs to you. Of course we will first check this with you before making any changes.
About TUI Fly
About TUI Fly
For a quick and easy answer, please contact us via the airline and country you booked with.
For information and changes to your reservation, you can contact us via the airline and country you booked with. Find our contact information on our Contact us page.
Are you looking for the nearest TUI shop? Consult this link and go to the shop for professional customised travel advice. The TUI shop may charge service costs. Contact the TUI shop in your neighbourhood for that purpose.