- Contacting TUIfly and the TUIfly Service Centre
TUI fly can be contacted at the following address:
In the following provisions, reference is frequently made to the TUI fly Service Centre. The Service Centre is open from 7.30 to 22.30 (monday to friday) and 8.30 to 21.00 (saturday, sunday and public holiday) Central European Time; the following telephone rates apply:
– In Germany:
0180 6000 120 (0.20 € per call from the German landline telephone network; maximum mobile rate of 0.60 € per call.)
– In Austria:
0900 190 150 (0.53 €/minute)
– In Switzerland
0900 190 150 (0.64 CHF/minute)
– In Italy: 899 24 99 90 (0.12 € per call & 0.61 €/minute, mobile phone rates are different)
– In Spain: 902 012 512 (0.09 €/minute)
– In Greece: 021-11 98 37 03 (fee for national conversation, depending on telephone provider)
– In the United Kingdom: 0904 561 0000 (0.41 GBP/minute)
– 0049 180 5 42 41 40 (0.14 €/min. from a landline telephone network, 0.42 €/min. in mobile phone networks plus international service provider fees)
* This number cannot be used for calls from Germany, Austria, England, Italy, Switzerland or Spain.
- Carriage of expectant mothers
Expectant mothers are permitted to travel with TUI fly until the end of the 35th week of pregnancy, whereupon travel will be refused. The date in question can be obtained from the passenger’s maternity card, which must be carried at all times. If both the outward and return flight have been booked and the return flight is not until after the end of the 35th week of pregnancy, TUI fly may refuse travel on the outward flight. Expectant mothers travel at their own risk; we recommend that those unsure whether air travel is advisable in their condition should consult a doctor beforehand.
- Carriage of physically restricted passengers and their aids and appliances
3.1 Transportation of a passenger’s own wheelchair / Assistance with changing planes at airports
TUI fly will offer handicapped people or people with limited mobility assistance through the airport’s partner companies for transportation to/from the aircraft. This service is free and must be requested in advance in the TUI fly Service Centre(for contact information, see section 2) when the booking is made. If the request is not made by at least 48 hours before the scheduled departure, this assistance cannot be guaranteed because the airport’s partner companies have limited capacity.
A wheelchair for passengers with mobility problems is always transported at no cost.
This requires the following:
- a) information must be provided at the time of the booking,
- b) the transportation of the wheelchair must be registered at the TUI fly Service Centre at the latest three business days (Monday – Friday) before departure (for contact information, see section 2), and
- c) it must be confirmed in writing by the Service Center.
- d) the wheelchair must be packed for transport and checked as special baggage. Conversions to the wheelchair (items removed or added) must be made by the passenger or the accompanying person before check-in and cannot be made by check-in or cargo loading personnel or the cabin crew.
The number of wheelchairs transported per flight can be limited by TUI fly if required by aviation safety regulations.
Battery operated wheelchairs can be transported based on the following requirements:
- The battery poles must be isolated to protect against short-circuiting.
- The battery cannot be connected and ready for operation.
Depending on the type battery, observe the following:
- Lithium batteries:
– The battery power cannot exceed 300 Wh and a replacement battery with 300 Wh or two replacement batteries with 160 Wh each are only permitted to be brought along in carry-on baggage.
– If the wheelchair can be folded up, the battery must be removed and packed properly (battery pack) for transport in the passenger cabin.
- Leak-proof batteries (gel batteries):
– The battery must be securely affixed to the wheelchair, but not ready for operation (see above).
– For wheelchairs constructed such that the battery can be removed, the battery must be removed, securely packed and transported in the cargo area.
- Wet batteries:
– TUI fly does not permit the transportation of batteries that are not leak-proof.
Conversions to the wheelchair (items removed or added) must be made by the passenger / accompanying person before check-in and cannot be made by check-in or cargo loading personnel or the cabin crew.
The wheelchair must be packed for transport and checked as special baggage.
3.2 Transportation of an on-board wheelchair
If necessary, passengers with limited mobility can request to use an on-board wheelchair at no cost. It must be requested at the latest by three business days (Monday through Friday) before departure through our Service Center (for contact information, see section 2).
Our cabin crew is happy to provide assistance to passengers with limited mobility during the flight as far as possible. However, please note that our cabin crew is not obligated to lift or carry passengers. In addition, our crew is only allowed to provide assistance from the seat to the restroom door. Furthermore, only the person accompanying the respective passenger is permitted to provide assistance with walking.
Finally, we would like to let you know that on the aircraft we use, both the restrooms and the aisle are narrower than in other modes of transportation.
3.3 Guide dogs
TUI fly provides carriage for assistance dogs (therapy dogs) in the cabin. The carriage is free of charge. Under air safety regulations, the number of guide dogs carried in the cabin on a particular flight is be restricted. Those wishing to travel with a guide dog must therefore pre-notify the TUI fly Service Centre (see Section 2 for contact details) and obtain written confirmation. Transportation of guide dogs is free of charge. Strict statutory regulations for the United Kingdom prevent TUI fly from carrying guide dogs on flights to and from the UK. In addition, due to the duration of the flight on longer routes to the Caribbean and Mexico, assistance dogs cannot be transported in the cabin.
3.4 Passengers with fractures and plaster casts
All passengers with broken limbs set in plaster casts must comply with the following waiting periods and must provide a physician’s certificate confirming that the passenger is allowed to fly.
- No flights are allowed within 24 hours after a fracture.
- Only flights with a flight time of less than 2 hours are allowed between 24 hours and 48 hours after a fracture.
The cast must be plastered within the first 7 days after a fracture.
We recommend even for fractures that are older than 7 days that the cast is plastered.
Passengers who are traveling with casts on extremities from the hip and upward only need one seat.
Passengers with a leg cast (thigh down to or including the ankle) must purchase
2 seats because the leg must be elevated during the flight and for safety reasons should not be stretched out in the aisle.
For children with leg casts, the number of additional seats to be booked depends on the size of the child.
In order to comply with applicable safety requirements stipulated in international, Community or national law, or in order to meet the safety requirements of the German civil aviation authority, TUI fly may require that a disabled person or a person with restricted mobility be accompanied by another person who is able to provide the assistance that this passenger needs. Persons accompanying physically restricted passengers are not entitled to free travel; they are required to pay the full fare.
For passengers who are blind or require a wheelchair, TUI fly keeps seats available where it is easier to board and exit the aircraft. These seats can be reserved at no extra charge for such individuals and for a person accompanying them.
For reasons of safety, emergency exit ‘XL’ seats (EXIT row) will not be assigned to physically or mentally restricted passengers.
Those travelling with their own oxygen supply must notify the TUI fly Service Centre in advance (see Section 2 for contact details) and obtain written permission/confirmation. Carriage of liquid-oxygen systems is prohibited.
- Carriage of children and adolescents
For safety reasons, newborn infants up to the age of 7 days will not be accepted for carriage. Infants (i.e. children under the age of 2) may travel for a reduced fare of EUR 15.00 per flight segment on international flights (GBP 12.00/USD 24.00) and EUR 17.85 on domestic (German) flights, subject to the following terms:
Infants (aged under two (2)) are carried subject to the following conditions:
The airline must be notified in advance that you are flying with an infant and carriage is restricted to 10% of the seats per flight. The infant’s age is defined as the age on commencement of the flight, in the case of outbound and return flights, the age on commencement of the return flight. Each adult may be accompanied by one (1) infant only. Infants travel on the lap of their parent or guardian and are secured by means of an additional loop belt, which must be fastened in accordance with the instructions of the crew. Infants are not entitled to a seat of their own unless a separate booking has been made for a child’s fare (see Article 5.3), in which case a child’s restraint system with TÜV-certification and which is approved by TUI fly must be installed on the seat. The child’s restraint system must be provided by the accompanying passenger and is carried free of charge.
4.2 Child restraint system
Child restraint systems (hereinafter referred to as CRS) can be used on TUIfly aircraft (Boeing aircraft) for children up to and including 6 years of age if the restraint system is certified and labelled. For infants less than two years old, a seat must be booked at the child fare.
Appropriate child seats include…
- a) CRS approved by the authorities of an EU member state, the FAA or Transport Canada (based on a national technical standard) for exclusive use in aircraft and labelled accordingly.
- b) CRS approved in accordance with the UN standard ECE R 44, -03 or a more recent version for use in vehicles, or
- c) CRS approved in accordance with the Canadian CMVSS 213/213.1 for use in vehicles and aircraft or
- d) CRS approved in accordance with the U.S. standard FMVSS No. 213 for use in vehicles and aircraft and which were manufactured on or after 26 February 1985 in accordance with this standard. CRS approved in the U.S. that were manufactured after this date must have a label with the following text in red:
- “THIS CHILD RESTRAINT SYSTEM CONFORMS TO ALL APPLICABLE FEDERAL MOTOR VEHICLE SAFETY STANDARDS” and
- “THIS RESTRAINT IS CERTIFIED FOR USE IN MOTOR VEHICLES AND AIRCRAFT”.
The child seat must be designed to be mounted on the aircraft seat (max. seat area: 48 cm / max. seat depth: 38 cm).
The restraint system must be approved for fastening with a two-point belt (lap belt) (see certification / operating instructions for the child seat) because it will be fastened in place with the existing seatbelt on the aircraft seat (2-point belt) and will remain fastened during the entire flight as well as during take-off and landing.
By request of the flight crew, the passenger him or herself must provide evidence of the child seat’s suitability, either in the operating instructions or which the respective certificate / label.
The use of a child restraint system must be registered by two working days before departure through the TUI fly Service Centre. The carriage of a child restraint system requires written confirmation / carriage approval from TUIfly.
On long routes serviced by TUIfly to the Caribbean and Mexico, which are flown with aircraft of the airline Arkefly, only those child restraint systems that are certified as listed above under point b) are permitted for use.
Children under the age of twelve (12) may travel with TUI fly only if accompanied by a person aged 16 or over who takes responsibility for them.
For unaccompanied minors aged between five (5) and eleven (11), TUI fly offers a special escort service. This costs EUR 30.00 (GBP 24.00 / USD 48.00) in addition to the flight price per child and route on short and mid-length international routes or EUR 60.00 (GBP 50.00 / USD 78.00) on longer routes or EUR 35.70 on German domestic routes. This escort service must be pre-booked by calling the TUI fly Service Centre (see Section 2 for contact details and costs). In all cases, TUI fly goes by the child’s age at the start of the return flight. Unaccompanied minors may not take pets on board (either in the cabin or the hold).
It should be noted that some countries permit children and adolescents under the age of 18 to leave their home country only on presentation of an authorization form completed by their parents or legal guardians. It is the passenger’s responsibility to carry the required documents with them.
With the exception of its escort service (which is subject to a charge), TUI fly will not supervise or chaperone passengers and is not liable for the consequences of inadequate supervision or chaperoning.