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TUI fly Nordic said no to your compensation claim

Updated
General information, not legal advice. The outcome depends on the facts of your case.

Your TUI holiday flight was hours late or cancelled, and TUI fly Nordic rejected your claim, or TUI the tour operator sent you on to the airline. That is the right address for EU261 compensation. A rejection is still only the airline's view, and TUI fly has to prove its reason.

We are not affiliated with TUI or TUI fly Nordic and do not act for them.

Who TUI fly Nordic is

TUIfly Nordic AB is a Swedish charter airline in Stockholm, part of the TUI Group (flight codes 6B and BLX). It flies for TUI Sverige, TUI Norge, TUI Danmark and TUI Suomi, with crew bases in Stockholm and Gothenburg. In August 2025 its fleet was three Boeing 737 MAX 8 and one Boeing 787-9, which flies direct to places such as Thailand, Mexico and the Dominican Republic.

Check who actually flew you. TUI fly's conditions say flights are operated by TUIfly Nordic "or by one of their partner companies". Norwegian, for example, flies charter for TUI from Norway, Sweden and Copenhagen. On those flights you claim from Norwegian. See Norwegian refused your compensation.

Which rules apply

TUI fly's own conditions of carriage say it is governed by Regulation 261/2004. As an EU airline it is covered on flights out of the EU and on flights back in, such as the 787 home from Thailand. If you arrived 3 hours or more late, compensation is €250, €400 or €600 per passenger, depending on distance.

The airline owes this even though you bought a package from TUI (Article 3(5)). A price reduction for lost holiday days is a separate claim against the tour operator. See charter flight delays.

What TUI fly says, and what the rules say back

"A rare fault, and no spare aircraft." Finland's KRIL heard exactly this in a case about flight BLX363, Helsinki to Rhodes on 18 June 2011, about 4 h 30 min late. The airline blamed a rare fault in a hydraulic pressure gauge found three flights earlier in Larnaca. KRIL recommended €400 to each passenger: an airline must plan so that one fault does not carry over to later flights (251/35/2013). The decision does not name the airline, but BLX is TUI fly Nordic's code. Technical faults are part of normal operations (van der Lans C-257/14), unless it was a hidden design defect the airline could not detect or control (Matkustaja A v Finnair C-385/23). See technical faults.

"Outside the airline's control." TUI fly's delay page says no compensation is due for delays caused by something outside the airline's control. That is the rule, but the airline must prove it for your flight, and show it took all reasonable measures (Wallentin-Hermann C-549/07).

"Claim within two months." The Swedish claim page says a claim "should" reach the airline within two months of the flight. That is a request, not a legal deadline. KRIL rejected a two-month limit for EU261 claims in plenary decision D/4498/35/2018. The Danish, Norwegian and Finnish pages only ask you to claim as soon as possible. Another Swedish page says court action must be brought within two months of arrival, while TUI fly's conditions of carriage say two years. The airline's own documents disagree. See EU261 time limits.

"The airline already paid, so no price reduction." That was TUI Finland's line as tour operator. On a Samos trip with an outbound flight more than 47 hours late, the airline had paid €800 for two passengers. KRIL still recommended that TUI Finland pay €251 more: a shorter holiday is a different loss from EU261's lost time (D/4320/35/2017).

How to claim from TUI fly

Does TUI fly follow the boards?

We found no sign that it ignores them. SVT's 2018 list of airlines ignoring Sweden's ARN named TUI's UK airline, not TUI fly Nordic, and Råd & Rön's airline articles of 2019 and 2024 do not mention TUI. TUI Danmark is not on the Danish package holiday board's list of tour operators that ignore its decisions.

Step by step

  1. Reply to TUI fly in writing. Claim the amount per passenger and ask for the delay code, the timeline and the technical log if it blames a fault.
  2. Claim any price reduction from TUI separately, and tell each company what the other has paid.
  3. Wait for the answer: about 4 weeks in Sweden and Norway, 6 weeks in Denmark. See airline not responding.
  4. Go to the board for the country where the disruption happened. TUI fly is Swedish: for a flight from Sweden, use ARN. In Finland, contact ECC Finland before KRIL. Transportklagenemnda takes any flight to, from or within Norway, via www.reiselivsforum.no. In Denmark, use Trafikstyrelsen with MitID. See the Nordic complaint boards.

When it is worth it, and when not

Strong: a technical fault or a knock-on delay with no spare aircraft, a rejection that only says "outside our control", and a rejection because you claimed after two months.

Weaker: a documented outside event such as an airport closure, where TUI fly got you there as fast as it could. Not sure? Try the rejection checker.

Appeal My Flight writes the reply to TUI fly and the board complaint for €29 per booking, however many passengers. You send it yourself and keep the payout. We cannot promise an outcome.

FAQ

I claimed more than two months after the flight. Is it too late?

Not because of the two months. That is the airline's request. National time limits apply, and they are longer.

My TUI holiday was flown by Norwegian. Who do I claim from?

Norwegian, as the operating airline. Claim any price reduction from TUI.

Can I claim for the whole family in one go?

Yes, on one claim with the booking number. Compensation is per passenger. See families and groups.

Got the airline's reply? Paste it into the rejection checker and see what EU court rulings say about their excuse.