TUI fly cancelled my flight citing extraordinary circumstances — what can I do?

Under EU261, the burden of proving extraordinary circumstances lies with the airline (Article 5§3). TUI fly must demonstrate that the event was external, unavoidable and could not have been prevented even with all reasonable measures. A technical fault or internal staff strike is not considered extraordinary. If in doubt, submit your claim — Claimy's letter includes the appropriate legal references.

⚠️ Belgian residents: The prescription period to claim is only 1 year in Belgium (Art. X.49 Belgian Economic Code). Act quickly.

TUI fly Flight Delayed or Cancelled? Claim Your EU261 Compensation

Q: Does EU261 apply to TUI fly charter flights?

Yes. EU Regulation 261/2004 applies to all commercial flights departing from a European airport, whether scheduled or charter. TUI fly flights sold as part of a holiday package are fully covered by EU261.

Q: What if TUI fly refuses my claim? Can I escalate to SPF Mobilité?

Yes. If TUI fly refuses or does not respond within 4 to 6 weeks, you can contact the SPF Mobilité et Transports (mobilit.belgium.be) in Belgium, or the DGAC in France. These national authorities can compel the airline to pay. As a last resort, the magistrate court (Belgium) or the civil court (France) can rule in your favour.

TUI fly (formerly Jetairfly) is Belgium's leading leisure airline, with its main hub at Brussels-Zaventem (BRU). Specialising in long-haul flights to the Canary Islands, Greece, Turkey, Morocco and the Caribbean, TUI fly routes frequently qualify for the maximum EU261 compensation of €600 per passenger. If your TUI fly flight was delayed by 3 or more hours, or cancelled less than 14 days before departure, you are entitled to compensation under EU Regulation 261/2004.

Situations covered by EU261 with TUI fly

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Delay of 3 hours or more at arrival — the actual arrival time (door opening) is decisive, not the departure time.
✓
Cancellation notified less than 14 days before departure — without an adequate alternative offered by TUI fly.
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Flight brought forward by more than 1 hour — if TUI fly advanced your departure and you could not board at the original time.
✓
Involuntary denied boarding — overbooking or issue attributable to the airline.

TUI fly airports covered: BRU (Brussels-Zaventem, main hub), LGG (Liège), CRL (Charleroi), CDG (Paris), LYO (Lyon), MRS (Marseille).

How to claim compensation from TUI fly

1
Generate your formal demand letter with Claimy — in 30 seconds, with exact legal references and the claimed amount.
2
Send it by registered mail with acknowledgement of receipt to TUI fly's official address:
TUI fly Belgium SA, Brucargo West, Gebouw 706, 1931 Brucargo, Belgium (Brussels Airport)
3
Wait for TUI fly's response — usually 4 to 6 weeks.
4
If refused or no response: escalate to SPF Mobilité (Belgium) or DGAC + MTV (France).

If TUI fly refuses or does not respond

In case of refusal or no response within 6 weeks, you have official recourse:

🇧🇪 Belgium

→ SPF Mobilité et Transports — mobilit.belgium.be
→ Magistrate court (disputes up to €5,000)

🇫🇷 France

→ DGAC (Direction Générale de l'Aviation Civile)
→ MTV (Médiateur du Tourisme et du Voyage) — mandatory before court since 2025
→ Civil court as last resort

Tip: always keep your ticket, boarding pass and all correspondence with TUI fly. These documents are essential when escalating to an authority or court.

EU261 compensation amounts — TUI fly

TUI fly specialises in long-haul leisure flights. Most destinations are over 3,500 km, meaning the maximum compensation of €600 per passenger frequently applies.

Flight distance	Compensation	TUI fly example
≤ 1,500 km	€250	BRU → Palma de Mallorca
1,500–3,500 km or intra-EU	€400	BRU → Athens, BRU → Marrakech
> 3,500 km outside EU	€600 ⭐	BRU → Canary Islands, Turkey, Caribbean, Réunion

TUI fly may reduce these amounts by 50% if it offered a re-routing with limited delay to your destination.

Why use Claimy instead of a claims agency?

Services like AirHelp or Flightright charge 25 to 35% commission on your compensation. On €600 recovered, you only receive ~€420.

	Claims agency	Claimy
On €250	You receive ~€175	You receive €240.10
On €400	You receive ~€280	You receive €385.10
On €600	You receive ~€420	You receive €575.10

Claimy generates your formal demand letter in 30 seconds for a fixed fee from €9.90. You send the letter yourself and keep 100% of your compensation.

Check my eligibility →

Frequently asked questions — TUI fly

How long do I have to claim against TUI fly from Belgium?

In Belgium, the prescription period is only one year from the flight date (Art. X.49 Belgian Economic Code). If your TUI fly flight from Belgium was more than 11 months ago, act immediately. From France, you have 5 years.

Is TUI fly the same company as Jetairfly?

Yes. Jetairfly was the trading name of TUI fly Belgium SA before its 2016 rebranding. It is legally the same entity. Address your claim to TUI fly Belgium SA.

Does EU261 apply to TUI fly charter flights?

Yes. EU261 applies to all commercial flights departing from a European airport, whether scheduled or charter. TUI fly flights sold as part of a holiday package are fully covered.

TUI fly cancelled citing extraordinary circumstances — what can I do?

The burden of proving extraordinary circumstances lies with TUI fly (Art. 5§3). A technical fault or internal staff strike is not considered extraordinary under European case law. Submit your claim — Claimy's letter includes the appropriate legal references.

What if TUI fly refuses my claim? Can I escalate to SPF Mobilité?

Yes. If TUI fly refuses or does not respond within 6 weeks, contact SPF Mobilité et Transports (Belgium) or the DGAC (France). These national authorities can compel the airline to pay. As a last resort, the magistrate court (Belgium) or civil court (France) can rule in your favour.

Further information

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