Tui Airlines Belgium NV a public limited company under Belgian law, offers airline tickets for flights to over 80 destinations under the brand name “TUI fly”. The customer is purchasing from a legal entity based in Belgium. The flights are carried out by the air carrier Tui Airlines Belgium N.V., a public limited company under Belgian law, or by one of her partner companies. The following “Conditions of carriage” apply to the transport agreement.
If a stipulation of the present conditions is contrary to an applicable international convention or to an act, a regulation or any other imperative rules, the stipulation will not be applicable.
The fact that one stipulation is not applicable will not have any influence on the other stipulations of the present conditions of carriage.
The translation from Dutch is for convenience only. In case of dispute the original version prevails.
All offers of TUI fly will always be made subject to an obvious clerical error.
The following conditions do not apply to bookings made through the GDS (Amadeus, Galileo, Worldspan, Apollo, Sabre).
The costs are charged for each person and each changed section of the flight (‘leg’).
The traveller may cancel the agreement in part or entirely at any given time. Should the traveller choose to do so (or in the event of a no-show), they shall compensate Tui Airlines Belgium NV for the losses resulting from said cancellation. If and insofar as nothing else was explicitly determined otherwise at the time of conclusion of the agreement, the costs of cancellation of a booking amount to 100% of the price (owed) for the booking. As such, no refunds will be paid, with the exception of all the passenger-related taxes imposed by airports and governments that were charged upon booking. These are reimbursed at the passenger’s written request within three months after the date of cancellation, after deduction of a fixed administration fee of €35 (+/- 377 MAD) per request. The passenger is advised to take out insurance against the financial consequences of cancelling a flight as described in this article.
The cancellation must be communicated in writing to TUI Airlines Belgium NV before the date of the flight, with indication of the reference number of the booked flight(s).
Cancellations are only possible on business days during office hours (Mondays to Saturdays from 9:00 am to 5:00 pm). Cancellations outside of this timeframe are only processed on the next business day.
The rates are determined depending on the conditions that grant, restrict or exclude the right of the traveller to change or cancel his/her booking. These rates and conditions are determined at the moment of the booking and the restrictions and/or costs relating to cancellations and/or changes are those of which the traveller is informed at the moment of the booking.
It is possible to book a specific type of seat in the period from 30 days to 6 hours before the departure of your TUI fly (TB) or Freebird (FH) flight. You can opt to book a seat type for the outbound flight and/or for the return flight.
For bookings made in the period from 30 days to 6 hours before the departure of the flight, a type of seat can be booked approximately half an hour after the booking was made. This is possible by clicking “My TUI fly” on the website www.tuifly.be. If no type of seat is booked in advance, the carrier does not guarantee that a specific type of seat will be assigned to the passenger. The passenger declares to accept any type of seat assigned to him/her on the flight concerned. He/she will be assigned his/her type of seat upon registration. Disabled passengers always take precedence over other passengers, subject to the safety standards to be observed. For instance, disabled passengers, children or people with reduced mobility cannot be seated near the emergency exits or on the first row.
Tickets that are not used on the flight for which the booking was made are no longer valid and will not be reimbursed, as indicated below.
In case of no show for the outgoing flight TUI Airlines Belgium NV reserves the right to cancel the corresponding return flight without indemnification for the traveller, unless he reconfirms this flight explicitly within 48 hours in writing (by telephone or e-mail). Such confirmation is not accepted if one-way flights to or from the destination concerned are not allowed.
If a passenger is not present at the check-in desk in time, the carrier is entitled to cancel the seat booked for that passenger. The flight will in no case be delayed.
TUI Airlines Belgium NV or its partner company cannot be held responsible for losses or costs resulting from the non-fulfilment of the above-mentioned obligation by the traveller.
The rules below only concern flights operated by Tui Airlines Belgium NV or Freebird (destination Turkey). For flights operated by partner airlines the ‘Special requests’ have to be confirmed. Payment is due at the airport.
Assistance must be applied for on reservation. There is a € 50 (+/- 555 MAD) fee per leg and per child.
The special form 'UM' must be completed and sent to the carrier 2 weeks before the flight date. The minor must present himself at the airport in due time at the carrier's desk or at the check-in.
Prams, strollers (car-) carrying baskets are admitted free of charge in the baggage compartment (= the hold). Passengers have the possibility to take one of these items to the aircraft, where it will be loaded into the hold. Upon arrival, if possible, it will be returned at the exit of the airplane. In other cases, the stroller or (car-) basket can be picked up along with the other baggage in the baggage room of the airport building. Attention, all items must receive a luggage tag at check-in, also the stoller or (car-) basket that is taken to the aircraft.
A distinction is made between 2 types of wheelchairs:
1) Manual non-electric wheelchair.
2) Electric wheelchair or other mobility aid powered by a battery or battery pack.
The following additional restrictions and specific transport terms and conditions apply to the transport of an electric wheelchair or mobility aid. The battery packs or batteries have to comply with the IATA Dangerous Goods Regulations and the ICAO Technical Instructions For The Safe Transport of Dangerous Goods by Air.
Authorisation always has to be requested in advance from the airline.
Passengers with certain disorders must in any case be able to present a written statement by their family doctor in order to be able to fly :
• Recent heart attack;
• if specific equipment needed: injections, drip, oxygen;
• major internal or external injuries;
• mentally challenged passengers.
Stretchers are not allowed on board.
On flights operated by Tui Airlines Belgium NV (TB) and Freebird (FHY) registered (checked) bagage is not included in the price of the ticket except for children under the age of 2, for whom 10 kg of checked baggage (per child) is included in the price.
If you choose to take baggage, it can be booked in advance and will be charged at the rates listed below, in addition to the ticke price (up to a maximum of 45 kg per person and 32 kg per piece of baggage).
The baggage allowed is always valid per person. The booking of an additional seat for a single passenger, for instance to improve comfort, does not entitled the passenger to carry extra baggage.
• For short and medium-haul flights (one way):
Up to 20 kg: € 10 (+/- 111 MAD) Departure before 30/03/17 : € 8
More than 20kg and up to 25 kg: € 15 (+/- 166 MAD)
More than 25kg and up to 30 kg: € 30 (+/- 331 MAD)
More than 30kg and up to 35 kg: € 65 (+/- 717 MAD)
More than 35 kg and up to 40kg: € 100 (+/- 1104 MAD)
More than 40kg and up to 45 kg: € 150 (+/- 1656 MAD)
• For long-haul flights* (one-way):
Up to 20kg: € 20 (+/- 222 MAD) Departure before 30/03/17 : € 15
More than 20kg and up to 25 kg: € 30 (+/- 331 MAD)
More than 25kg and up to 30 kg: € 50 (+/- 552 MAD)
More than 30kg and up to 35 kg: € 100 (+/- 1104 MAD)
More than 35kg and up to 40kg: € 150 (+/- 1656 MAD)
More than 40kg and up to 45 kg: € 190 (+/- 2098 MAD)
If not booked in advance and if you want or have to check in baggage, the following rates are charged (one way):
Up to 20 kg:
- For short and medium-haul flights: € 20 (+/- 226 MAD)
- for long-haul flights: € 25 (+/- 276 MAD) *
For each kg over 20 kg (up to a maximum of 45 kg per person and 32 kg per piece of baggage), the following rate is charged:
- For short and medium-haul flights: € 12/kg (+/- 136 MAD)
- for long-haul flights: € 15/kg (+/- 166 MAD)*
* Long-haul flights: Cuba, Dominican Republic, Jamaica, Mexico, Zanzibar and USA.
Differen conditions may apply at other airline companies.
The carrier does nog accept any liability for valuable, fragile and/or perishable goods transported in the registered baggage.
Dimensions: The maximum dimensions of each piece of baggage are 80 x 60 x 25cm, but the total must never exceed 158cm.
For obvious reasons of safety and with a view to the comfort of the passengers, only one piece of hand-baggage is allowed per passenger. Hand- baggage is baggage that you keep with you during the flight. The dimensions must be small (55 x 40 x 20 cm, total of the dimensions maximum 115 cm) and its weight cannot exceed 10 kg.
On account of the limited space available, it is possible that not all large hand-baggage items (55 x 40 x 20cm) can be transported in the cabin; the remaining items will be transported free of charge in the hold.
Infants (babies under the age of 2) are not allowed to have any hand-baggage. See art. 8.2.2. regarding the transport of prams, strollers and (car-) carrying baskets.
The carrier rejects all liability for the eventual refusal of import of the equipment by the local customs.
Mopeds, motorcycles, electric bicycles and jet skis are not transported.
The rules below only concern flights operated by Tui Airlines Belgium NV or partner airline Freebird (destination Turkey). The price could also be different. For other partner airlines the ‘Special requests’ have to be confirmed. Payment is due at the airport.
You may be asked to open your bag with sports equipment at the check-in. In case of refusal or abuse the applicable rate for overweight baggage will be charged, without any right to reimbursement of the fee for sports equipment.
The transport of a bicycle (one per passenger) is possible on payment of a fee of € 40 (+/- 444 MAD) per leg and per bike
Departures before 27/10/16 : € 30 (+/- 333 MAD) per leg and per bike.
Max. weight per bicycle (+ case) = 32 kg
• the front wheel must be detached and fastened to the frame;
• the pedals must be folded back
• the handlebars must be aligned with the frame
• the bicycle must be provided with a protective cover.
• For hand luggage and hold baggage:
CO2 cartridges greater than 50ml / 28gr: banned
CO2 cartridges less than or equal to 50ml / 28gr: max. 4 allowed per luggage
Flights before 27/10/16 : € 30 per leg (+/- 333 MAD).
If you pack your golf/diving equipment in a normal bag (80 x 60 x 25 cm, total of the dimensions maximum 158 cm) it will be considerated as regular baggage. You will only have to pay the overweight according to the applicable rates.
• oxygen cylinders must be empty;
• no lead for lead belts;
• diving lamps should be carried as hand baggage, on condition that the bulb is removed and packed separately;
• diving torches with elongated batteries can be considered as a weapon and are possibly refused as security measure at the airport.
If you pack your diving equipment in a special bag, even if the total weight is less than the authorised weight, you will have to pay the fee.
If you pack your diving equipment in a normal bag (80 x 60 x 25 cm, total of the dimensions maximum 158 cm) it will be considerated as regular baggage. You will only have to pay the overweight according to the applicable rates.
• sail, boom and sectional mast to be packed compactly.
Pets are not allowed on transfers from airport to destination (and vice versa)
If the presence of the animal was not mentionned on beforehand, the price payable at the airport is increased by an administrative cost of € 7,50 (+/- 84 MAD) per animal and per leg. (*)
A guide dog is always allowed to travel in the passenger compartment, regardless of the weight (with the necessary equipment. But not possible on flights from/to Cabo Verde Islands). However, it must be kept on a leash and be muzzled.
- The rules below only concern flights operated by Tui Airlines Belgium NV or partner airline Freebird (destination Turkey). As no appropriate cargo hold for pets is available on the aeroplanes of partner airline Freebird, only small dogs and cats can be transported in the passenger cabin.
For other partner airlines the ‘Special requests’ have to be confirmed. Payment is due at the airport.
If the presence of the animal was not mentionned on beforehand, the price payable at the airport is increased by an administrative cost of € 7,50 (+/- 84 MAD) per animal and per leg.
The animals may be transported in the passenger compartment provided that:
• they are at least 12 weeks old;
• they are transported in a hygienic, watertight bag or basket (total of the dimensions max. 115 cm), big enough so the animal can still stand up.
• the animal cannot disturb other passengers in any way.
• female animals are not pregnant.
• items that are not considered baggage;
• goods the transport of which is prohibited in accordance with the applicable laws or regulations of the country of departure or destination ;
• items that are considered non-transportable by the carrier on account of their dimensions, weight or nature (fragile or hazardous);
• small vehicles driven by a lithium battery such as Segways, hoverboards, airwheels and other related goods;
• living animals, with the exception of dogs and cats;
• cooking oils (max. 1/2 litre);
• computer / computer screens;
• microwave oven / any kind of heating furnace;
• kitchenware such as pots and pans ;
• car parts;
It is not allowed to transport items, liquids or other substances (other than alcoholic beverages and non-radioactive medicinal or toilet articles, whether or not in a spray can) that are likely to pose a considerable risk to health, security or the goods transported by air, including, but not limited to:
• (pressure) gases
• flammable liquids
• flammable solids
• oxidising substances and organic peroxides
• toxic and infectious substances
• radioactive materials
• corrosive substances
• magnetic, harmful, irritating, perishable en malodorous substances
and all other articles as described in the Technical Instructions For The Safe Transport of Dangerous Goods by Air of the International Civil Aviation Organization (ICAO) and the Dangerous Goods Regulations of the International Air Transport Association (IATA).
Apart from the abovementioned general restrictions covering baggage transport, which apply equally to hand baggage, it is not permitted to carry items in your hand baggage that can pose a risk to the safety on board (such as scissors, knives and razor blades).
These items will be confiscated during security check.
Passengers must pack these objects in the baggage that will be checked in. A summary of the rules to be observed:
• hunting and sporting weapons are only transported in the baggage compartment with a max. of 5 kg per person for personal use
• the passenger must be able to submit the permits required in the countries of departure and destination, including the type of weapon;
• weapons may never be loaded;
• weapons must be packed and loaded into the baggage compartment separately;
• transport of ammunition is forbidden and will be refused at the check in, only the following types are accepted: 1.4S, UN 0012 and UN 0014.
On June, 1st 1997, European regulations concerning the international trade in endangered species of animals and plants, including mammals (e.g. monkeys and tigers), birds (e.g. parrots), reptiles (e.g. turtles) and plants (e.g. wild orchids) came into force. Some species may not be sold and an import licence is required for others). You risk confiscation and heavy fines if you violate these regulations.
Information brochures about the European regulations are available at the Belgian Ministry for Agriculture and the Retail Sector at the numbers +32 2 208 36 96 (plants) and +32 2 208 36 67 (animals).
Antiquities and works of art are often subject to export restrictions as well. Be sure to be well informed before you bring home these objects.
You receive a numbered receipt for each piece of baggage that is checked in. Make sure not to lose this receipt. Each damage, non-delivery or loss of baggage should be reported to the local airport authorities. The numbered receipt is indispensable in such an event. Other baggage, such as hand baggage, strollers, sports equipment or photographic equipment is the responsibility of the passenger. It is advisable to take out an additional insurance for this type of baggage. If baggage is lost, you should have a PIR (Property Irregularity Report) filled out at the airport at the 'Lost & Found' desk. The same type of document must be filled out for damaged baggage (DBR or Damaged Baggage Report). Without these documents, you will not be able to receive compensation.
The carrier is not liable for damage to or loss, destruction or delay of
• items of which the transport is prohibited;
• items that are packed inaccurately;
• items that are embarked with a limited release tag;
• valuable, perishable, fragile or already damaged items.
The carrier excludes all liability for minor damages on the outside baggage (scratches, stains, dents, etc) as well as water damage of not waterproof baggage.
Under the Warsaw Convention the indemnification is calculated in proportion to the weight at € 20 (+/- 222 MAD) per kilo.
You can have these goods insured at the airport at a modest rate. You can ask the Tui Airlines Belgium NV representative or the check-in staff at the airport about the rate in force.
The expected times of departure and arrival are always indicated in the local time of the relevant airport.
The carrier will do everything within their power to transport passengers and their luggage swiftly and efficiently. They will make every effort to respect the announced flight schedule.
The flight schedule, including (the lack of) stopover locations, and the times of departure and arrival mentioned in the flight schedule or elsewhere are not guaranteed. They can be altered at all times, even after the booking, without prior notice.
Tui Airlines Belgium NV and/or the partner company are entitled to take all appropriate measures if the behaviour of the passenger
• endangers the safety of the aeroplane, the passengers or the goods on board;
• prevents the crew members from performing their tasks;
• causes considerable annoyance with other passengers or with the crew.
Tui Airlines Belgium NV and/or the partner company can refuse the passenger concerned access to the aeroplane for a particular flight or for all flights in the future. In addition, legal action will be taken against the passenger involved.
• cell phones
• portable television sets
• portable video and playback equipment
• radio receivers
• radio transmitters
• toys with remote control
• all electronic devices of which it is not certain that they have no influence on the aircraft’s electronic systems
• electronic games without remote control
• compact discs, tape recorders
• portable voice recorders
The use of a laptop is forbidden during take-off and landing; once the aircraft is flying at cruising speed, you are usually allowed to use a laptop.
All Tui Airlines Belgium NV flights are non-smoking (the use of electronic cigarettes is also prohibited). Electronic cigarettes/tobacco products may only be carried in your hand baggage.
More information can be found on the Travel formalities page
Travellers must comply with all laws, regulations, requirements and obligations imposed by the authorities of the country of departure, destination or transit, as well as with the regulations and instructions of the carrier or his agents.
The carrier does not assume any responsibility for information provided by his agents or subcontractors with regard to travel documents of visa required by the country of destination, regardless of whether this information was provided in writing or otherwise. Also, the carrier cannot be held liable if travellers do not obtain the necessary documents or visa.
The carrier rejects any liability for any direct or indirect damage that the passenger may suffer due to the lack of proper travel documents, due to which the carrier is forced to refuse the transportation.
This information notice summarises the liability rules applied by Community air carriers as required by Community legislation and the Montreal Convention.
There are no financial limits to the liability for passenger injury or death. For damages up to 113.100 Special Drawing Rights SDRs (approximately € 147.000 or 1.631.700 MAD) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault.
If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16.000 SDRs (approximately € 18.000 or 199.800 MAD).
In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4.694 SDRs (approximately € 5.250 or 58.275 MAD).
In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1.131 SDRs (approximately € 1.470 or 16.317 MAD).
DESTRUCTION, LOSS OR DAMAGE TO BAGGAGE
The air carrier is liable for destruction, loss or damage to baggage up to 1.131 SDRs (approximately € 1.470 or 16.317 MAD). In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.
HIGHER LIMITS FOR BAGGAGE
A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee.
COMPLAINTS ON BAGGAGE
If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal.
LIABILITY OF CONTRACTING AND ACTUAL CARRIERS
If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.
TIME LIMIT FOR ACTION
Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.
In accordance with Regulation (EC) No 2111/2005, article 11, the air carriage contractor shall inform the passenger of the identity of the operating air carrier upon reservation. Where the identity of the operating air carrier is not yet known at the time of reservation, the air carriage contractor shall ensure that the passenger is informed of the name of the air carrier that is likely to act as operating air carrier on the flight concerned. We do this by listing carriers. You will find the list in question below. If a change in the operating air carrier occurs after the booking, the air carriage contractor shall take all measures required in order to inform the passenger of the change as soon as possible. The passengers shall in any case be informed upon check-in.
All complaints and relevant information must be notified in writing to Tui Airlines Belgium NV’s administrative office within 30 days after the date of the flight. Adress : Gistelsesteenweg 1, B-8400 Oostende (Belgium).
b) In case of a delay in the delivery of the baggage, the complaint will not be taken into consideration if the complaints form was not completed immediately upon arrival at the destination.
In case of a delay in the delivery of baggage, Tui Airlines Belgium NV will pay € 60 (+/- 666 MAD) for each missing piece of baggage after 24 hours and again € 60 (+/- 666 MAD) after 72 hours, provided that receipts are submitted for essential goods purchased by the traveller and that the traveller does NOT have his place of residence in the country in which the claim is filed. These amounts will not be paid in case of a return flight.
Disputes where the Justice of the Peace Court of Overijse - Zaventem does not have material jurisdiction under the Belgian law, shall be subject to the exclusive jurisdiction of the Courts of the district of Brussels.