(version 02 December 2013)
For flights to and from the United States only
Advising on the lowest fare available
We are committed to offering our passengers the lowest available fares for their specific flights. Our telephone reservation system, Call Center representatives and airport ticket counters will tell customers that the lowest fare we offer can be found on our website www.tuifly.be
You may increase chances of getting a lower fare by being flexible in selecting your travel dates. Call Center representatives will be happy to look for lower cost alternative itineraries upon request if your travel plans are flexible.
Delays, cancellations and diversions
We know the importance of getting customers to their destination on time and work hard to do so. There may be occasions when weather, air traffic control, operational or unforeseen circumstances lead to flight delays, cancellations or diversions. In such instances, we will make available the most current, accurate information about your flight’s status involving known delays, cancellations and diversions.
Where possible, TUI fly will take reasonable steps to contact customers in advance at the phone number(s) provided in your reservation record. If you booked with a travel agency, and no contact number exists in our system, our reservations representatives will attempt to contact the agency. We encourage you to provide us with a mobile phone number and email address so that we can send email and text updates to you during your journey.
Flight display systems at the airport will also be updated, provided that TUI fly has control over such displays or can provide the information to the party who controls the display.
Baggage delivery
In the event that your baggage does not arrive at your destination, TUI fly will make reasonable efforts to ensure that your baggage is promptly delivered within 24 hours. We will reimburse costs in accordance with the provisions outlined in the Montreal Convention.
Essential customer needs during extraordinary delays
Our top priority is the safety and well-being of our customers. On very rare occasions, extraordinary events may result in lengthy onboard delays. We have developed detailed contingency plans to deal with situations in which an aircraft is delayed on the ground without access to a terminal gate. We will make reasonable efforts to ensure that your essential needs, such as food, water, restroom facilities, and basic medical assistance are met in accordance with our Tarmac Contingency Plan at all US gateways we serve.
Cancelling reservations & ticket refunds
Reservations made through our telephone reservation system and theTUI fly website are instant purchases. Fares are nonrefundable, except that for flights to/from the United States where you may cancel the ticketed reservation without penalty and receive a full refund provided that you cancel the reservation within 24-hours after making it if the reservation is made at least one week or more prior to a flight’s departure.
We are committed to refunding all eligible tickets purchased in a timely manner. Eligible tickets purchased through our telephone reservation system and our website www.tuifly.be will be processed, less any applicable service fees, within 20 days for cash purchases and 7 business days for credit card purchases once we receive your request accompanied by any required documentation.
Please ensure to have cancelled your reservation prior to the scheduled departure time of your flight and to include in all correspondence the passenger’s name, address, credit card number used to make the purchase, ticket number(s), dates of travel and origin and destination cities.
Accommodation of customers with special needs
We provide passengers with disabilities and all other special needs dignified, professional and courteous service and proper accommodations at all times, including during lengthy tarmac delays this in accordance with Part 382 of DOT’s Regulations.
More information regarding special assistance is available in the contract of carriage.
Overbooking
In instances where flights from/to the US are oversold, we will handle all “bumped” passengers with fairness and consistency in accordance with Part 250 of DOT’s Regulations and our policies and procedures for determining boarding priority.
Other travel policies
TUI fly’s travel policies, cancelation policy and aircraft seating configuration, including lavatory availability, are available on www.tuifly.be and via our Customer Service Centre.
Responsiveness to consumer complaints
We are dedicated to providing customers with a high level of service but realize there may be times when we did not reach our goal or your expectations. Your feedback is important and helps us to make changes to practices and procedures. We will acknowledge receipt of each customer complaint within 30 days of receiving it, and will send a substantive response within 60 days of receiving the complaint. All complaints should include the following information: flight numbers, travel dates, city pairs, ticket numbers, passenger names, and full mailing address.
Our Customer Relations department can be contacted online. Should you prefer to reach us by mail, the address is:
Tui Airlines Belgium NV
TUI fly Customer Relations
Gistelsesteenweg 1
B-8400 Oostende
Belgium
