Why has TUI rejected our compensation claim?

Have a question? Ask our expert Simon Calder

A three-hour delay on Janet’s flight to Malaga would warrant a payout (iStock)

Q On 9 December my husband and I were flying on TUI from Gatwick for Malaga. The flight was due to depart at 3.50pm but in the end was over three hours late leaving and arriving. The pilot said the cause of the delay was technical failure in Lapland and that TUI had to fly an empty plane from Bournemouth to Gatwick. We then flew on that plane to Malaga.

TUI claims we are not entitled to compensation as the delay was less than three hours. I believe that TUI have deliberately manipulated flying times so as to avoid paying compensation. I should be grateful for your advice before taking legal action.

Janet C