Cancellation of your booking

Contract of carriage

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.

1. In general

When booking your flight(s), you should confirm that you have taken note of and agree with the transport conditions.
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.

2. Scope of application

These conditions of carriage apply to any agreement regarding air transport of passengers and their baggage, including all relating services, that is offered through TUI Airlines Belgium NV under the brand name “TUI fly”, through the website www.tuifly.be, the call centre, a travel agency, or a point of sale at the destination or an airport.

3. Proof of the transport agreement

Proof of the transport agreement is either the ticket indicating the name(s) of the traveller(s) or the confirmation of the reservation. Any transfer, change or cancellation of the booking results in costs.

3.1 Definition of ticket

A ticket is a document valid for the transport of one or several travellers and their baggage, issued by TUI Airlines Belgium NV; in case of a remote sale, it is the document delivered or issued to the traveller(s) as confirmation of the booking.

3.2 Proof of agreement

The ticket is the proof of the transport agreement concluded with the travellers whose names are indicated on the ticket. If no ticket is issued, the confirmation will constitute proof of a transport agreement. In both cases, the conditions of carriage are applicable.

3.2.1 The right to transport

Only the persons to whom a ticket was issued or whose booking was confirmed in accordance with article 6 will be allowed on the flight. TUI Airlines Belgium NV will only provide transport for the travellers mentioned on the ticket. They will be asked to identify themselves. If a traveller cannot prove that he/she is the person indicated on the ticket, TUI Airlines Belgium NV is entitled to refuse to transport this person.

3.2.2 Loss or destruction of the ticket

If a ticket is lost or damaged, either wholly or in part, TUI Airlines Belgium NV may, upon the traveller’s request, replace the ticket by issuing a new one, provided that the traveller is able to prove that a valid ticket had been issued for the flight(s) concerned.

3.3 Validity of the ticket

A ticket or a reservation is only valid if it corresponds to a booking confirmed in accordance with the regulations described in article 6.1 or in the electronic documents issued by TUI Airlines Belgium NV.

4. Transfer, modification or cancellation by the traveller

The following conditions do not apply to bookings made ??through the GDS (Amadeus, Galileo, Worldspan, Apollo, Sabre).

4.1 Transferability of the reservation

For reservations made before 23/04/2024:

A ticket or a booking cannot be transferred except with the prior written consent of TUI Airlines Belgium NV.
Up to 72 hours before the departure time of the outbound flight, the traveller can transfer his reservation to a third person, who should meet all conditions of the transport agreement. The transferor and the transferee are jointly and severally liable for payment of the total price of the flight and of all costs resulting from the transfer.
These costs amount to € 70 per person (+/- 777 MAD) up to 72 hours before the flight departure time. If the new rate is higher than the initial rate, the price will be adjusted. If the new rate is lower than the initial rate, there will be no refund; the cost will be maintained. Within 72 hours before the flight departure time, the transfer of the booking will be regarded as a cancellation by the traveller (see art. 4.3). The transfer is only possible for all legs of the ticket. The transfer is not possible if one or more legs are already executed.

For reservations made from 23/04/2024:

A ticket or a booking cannot be transferred except with the prior written consent of TUI Airlines Belgium NV.

Up to 72 hours before the departure time of the outbound flight, the traveller can transfer his reservation to a third person, who should meet all conditions of the transport agreement. The transferor and the transferee are jointly and severally liable for payment of the total price of the flight and of all costs resulting from the transfer.

These costs amount to € 100 per person (+/- 1.110 MAD) up to 72 hours before the flight departure time. If the new rate is higher than the initial rate, the price will be adjusted. If the new rate is lower than the initial rate, there will be no refund; the cost will be maintained. Within 72 hours before the flight departure time, the transfer of the booking will be regarded as a cancellation by the traveller (see art. 4.3). The transfer is only possible for all legs of the ticket. The transfer is not possible if one or more legs are already executed.

4.2 Other changes to the reservation

If the traveller requests another change, TUI Airlines Belgium NV is entitled to charge the costs resulting from the change in addition to a possible increase in the price of the flights and/or the additional services.
The costs are charged for each person and each changed section of the flight (‘leg’).

4.2.1 Change of flight date or flight time and change of route (airport of departure and arrival)

Changes of the flight date, flight time or route are only permitted provided that the change was requested by the traveller and granted by the carrier and a sufficient number of seats are available on the alternative flight. The (sur)charges for these changes are the following:

For reservations made before 23/04/2024:

1) Short and medium haul flights:

• Up to 72 hours before the flight departure time: € 50 pp./ way (+/- 555 MAD). If the new fare is greater than the initial one the price will be adjusted. If the new fare is lower than the initial one there will be no refund; the cost will be maintained;

• Withing 72 hours before the flight departure time: see 'Cancellation by the traveller' (see art. 4.3)

2) Long haul flights (Zanzibar, Kenya, Dominican Republic, Jamaica, Mexico, Aruba, Curaçao, Bonaire):

• Up to 72 hours before the flight departure time: € 120 pp./ way (+/- 1.332 MAD). If the new fare is greater than the initial one the price will be adjusted. If the new fare is lower than the initial one there will be no refund; the cost will be maintained;

• Within 72 hours before the flight departure time: see 'Cancellation by the traveller' (see art. 4.3).

For reservations made from 23/04/2024:

1) Short and medium haul flights:

• Up to 72 hours before the flight departure time: € 70 pp./ way (+/- 777 MAD). If the new fare is greater than the initial one the price will be adjusted. If the new fare is lower than the initial one there will be no refund; the cost will be maintained;

• Withing 72 hours before the flight departure time: see 'Cancellation by the traveller' (see art. 4.3)

2) Long haul flights (Zanzibar, Kenya, Dominican Republic, Jamaica, Mexico, Aruba, Curaçao, Bonaire):

• Up to 72 hours before the flight departure time: € 150 pp./ way (+/- 1.665 MAD). If the new fare is greater than the initial one the price will be adjusted. If the new fare is lower than the initial one there will be no refund; the cost will be maintained;

• Within 72 hours before the flight departure time: see 'Cancellation by the traveller' (see art. 4.3).

4.2.2 Change of additional services

Change of meals, Special Service Requests (assistance, sports equipment, pets,...), transfers, Premium Club or Deluxe and other additional services:
* All services mentioned under this item can be modified. No modification costs will be applied.
* These services can be booked until 3 days before departure by paying the costs of these services. There are no supplementary administrative costs.
* All additional services can be cancelled, but reimbursement is not possible.

4.2.3 Modification of a rental car

Rental cars booked via TUI Cars must follow the given conditions of TUI Cars.

4.3 Cancellation by the traveller - Cancellation of flight(s)

If the traveller cancels their booking or fails to show for the booked flight, the price of the booked trip is in any case payable and no refund will be paid (100% cancellation fee applies), with the exception of any passenger-related taxes imposed by airports and governments charged at the time of the booking. These are reimbursed at the traveller’s written request at the latest three months after the date of cancellation or no-show, after deduction of a fixed administrative cost of €35 (+/- 377 MAD) per request. The traveller should inform TUI Airlines Belgium NV in writing of the cancellation before the date of the flight, with indication of the reference number of the booking(s). Cancellations are only possible on workdays during business hours (from Monday through Saturday from 9.00 am to 5.00 pm). Cancellations outside this period will be processed on the next working day.
The traveller is advised to insure themselves against the financial consequences of a cancellation or no-show.

4.3.1 Cancellation of additional services

Cancellation of meals, Special Service Request (assistance, sporting material, pets,...), transfers, Deluxe orPremium Club and other additional services :

* All services mentioned under this point can be cancelled but a reimbursement is not possible.

4.3.2 Cancellation of a rental car

Rental cars booked via TUI Cars must follow the given conditions of TUI Cars.

4.3.3 Cancellation of insurance

Optional insurance policies cannot be cancelled.

4.4 Insurance

We advise you to take the optional cancellation insurance.

http://www.tuifly.be/en/insurance

5. Rates and taxes

5.1 In general

The rates are only applicable to the transport between the airport of departure and the airport of destination. The rates do not include the transport between airports and/or airports and terminals situated in the city, unless these transports are automatically provided by the carrier without extra charge.

5.2 Applicable rates

The rates that will be charged are the rates applicable at the time of the booking. These rates may vary depending on the number of seats available at the moment the booking is made.
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.

There are no child reductions.

5.3 Taxes

All taxes imposed by the government or by any other public authorities, in particular the airport authorities, with regard to the traveller, his/her baggage or the use by the traveller of any or all services and facilities will be added to the applicable rates and are payable by the traveller, unless indicated otherwise in the carrier’s rules and regulations.

5.4 Government taxes

Government taxes are constantly changing and can be introduced after the date you made your booking. If any government tax is introduced or increased after you made your booking, you will have to pay the new tax (or any increase) before departure. Or, you can choose not to travel and get a full refund of your booking cost. Similarly, if any such government tax is abolished so that it no longer applies to you, or is reduced, you can claim a refund of the abolished tax, or the reduction, from us. These are reimbursed at the traveller’s written request, after deduction of a fixed administrative cost of €35 (+/- 377 MAD) per request.

5.5 Special Service Request ? Infant

An infant under the age of 2 years on the date of the outbound flight ("Infant") travels free of charge on the lap of one of the parents/accompanying passengers, without their own seat, subject to payment of an administrative fee for airport handling:
1) Short- and medium-haul flights: €50 per Infant per route (approx. 550 MAD)
2) Long-haul flights (Dominican Republic, Jamaica, Mexico, Zanzibar, Curacao and Aruba): € 80 per Infant per route (approx. 880 MAD)

As an Infant travels free of charge, no lump-sum financial compensation can be claimed pursuant to the Regulation (EC) No. 1. 261/2004.

If the infant turns 2 years old after the outbound flight but before the inbound flight, the normal return fare applies.

Any misuse will automatically result in the refusal of the ticket, putting you at risk of not being able to depart.

6. Booking

6.1 Booking conditions

The traveller must pay the total price of the trip upon concluding the agreement. The booking is confirmed after receipt of the payment. TUI Airlines Belgium NV is entitled to cancel the booking if no payment is received from the traveller.

6.2 Personal data

Personal data (name, address, telephone number, credit card number …) are required to make a booking. TUI Airlines Belgium NV attaches great importance to the protection of these data. The data are stored and protected in accordance with Belgian legislation. The traveller’s data constitute confidential information and will not be passed on to third parties.

6.3 Reservation of a type of seat in the aeroplane

It is possible to book a specific type of seat in the period from 30 days to 48 hours before the departure (74 hours for long-distance flights) of your flight operated by TUI fly (TB). You can opt to book a seat type for the outbound flight and/or for the return flight.
If you book your flight in the period between 30 days and 48 hours before departure (74 hours for long-distance flights), you can reserve a type of seat during approximately 30 minutes after having completed your booking. 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.

7. Check-in

7.1 In general

Travellers should report at the check-in desk well in advance in order to complete all formalities and follow all procedures preceding departure. If no time is indicated, check-in is not later than 120 minutes before the published departure time (180 minutes on long distance flights). Travellers are under no circumstance allowed to check in later than the indicated time.

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.

7.2 Passenger behaviour

You are not allowed to take videos and/or photos at the flight check-in, with the exception of videos and/or photos for personal use. For privacy reasons, no videos and/or photographs of ground personnel are allowed. An exception shall only be made if the ground personnel have given their prior consent and, where applicable, the ground personnel also confirm that given consent (subsequently). If the ground personnel do not give permission or deny having given permission, the videos and/or photos featuring the ground personnel must be deleted immediately.

If the passenger does not comply with this provision, the passenger’s behaviour hinders the ground staff in the performance of their duties or causes unreasonable inconvenience to the ground staff, TUI Airlines Belgium NV and/or the partner company reserves the right to take all necessary, applicable and/or reasonable measures, in compliance with laws and regulations. Such measures may include denying transportation on a specific flight, denying the passenger access to all flights in the future, and attaching certain additional conditions to the passenger's transportation.

8. Refusal and restriction of transport - conduct on board

TUI Airlines Belgium NV or its partner company may refuse to transport passengers and/or their baggage for the following reasons:

8.1 Right to refuse carriage

TUI Airlines Belgium NV or its partner company may refuse to transport passengers and/or their baggage if one of the following situations has occurred, whether or not before the flight, or is likely to occur:

a) in its reasonable discretion, the carrier determines that refusal to transport is necessary in order to comply with any applicable laws, regulations or orders of any state or country to be flown from, into or over.

b) the passenger has expressed himself in such a way or displayed such behaviour that doubt exists whether or not the safety of one or several persons, goods or the aircraft itself can be guaranteed. Such expression or display includes the use of threatening, abusive or insulting language or the (menace of) engagement in aggressive, violent or threatening acts towards ground staff or crew, fellow passengers or any other persons. This conduct also includes false bomb threats;

c) the passenger’s conduct or physical or mental state is such (e.g. due to the consumption of alcohol or the use of drugs or medication) that it could cause discomfort, a hazard or risk to him/herself, the other passengers, the crew, other persons, goods, equipment, or the aircraft;

d) the passenger is, or appears to be in the unlawful possession of drugs;

e) the passenger has compromised security, good order and/or discipline when checking in for the flight, or, in case of connecting flights, on a previous flight, and the carrier has reason to believe that such conduct may be repeated;

f) immigration and/or customs and/or any other official authority has informed the carrier (either orally or in writing) that the passenger is not allowed to travel and/or the carrier has informed the passenger (orally or in writing) of the fact that they will not allow the passenger on their flights for a specific period of time or permanently;

g) the passenger has refused to undergo the security checks or any other check, e.g. a health check, or has refused or is unable to provide proof of his/her identity;

h) the passenger is unable to prove that they are the person referred to as the passenger on the ticket;

i) the fare in force and/or all the applicable fees, levies, taxes and charges have not been paid in full;

j) the passenger is not or does not appear to be in the possession of the required travel documents, may seek or has sought to enter a country through which he may be in transit, or for which he does not have any valid entry documents;

k) the passenger has destroyed his/her travel documents during the flight or has tried to do so, has refused to allow copies thereof to be made and kept by the carrier, or has refused to hand over his/her travel documents in exchange for a receipt when asked to do so by the crew;

l) the passenger’s travel documents have expired or are incomplete in light of the regulations in force, or appear to be fraudulent, forged or otherwise suspicious;

m) the ticket presented by the passenger (i) is invalid or appears to be invalid, (ii) was unlawfully acquired, (iii) is listed as stolen or as lost, (iv) appears to be forged, fraudulent or suspetc in any other way, or (v) is damaged;

n) during check-in or boarding it turns out that the passenger requires special attention that was not requested in time, or that cannot be provided by the carrier;

o) the passenger did not comply with the instructions and regulations concerning security and/or safety as provided by or on behalf of the carrier or any competent official body or security organisation;

p) the carrier decided, in their sole discretion, not to allow the passenger on their flights for a specific period of time due to the passenger's (mis)conduct toward the carrier, their crew and/or ground staff, their aircraft/equipment and/or property or their passengers, and has informed the passenger of this decision, either orally or in writing;

q) the passanger has not agreed with the conditions imposed on the passenger by the carrier, under which the carrier is prepared to transport the passanger, which have been imposed due to the passenger's (mis)conduct toward the carrier, their crew and/or ground staff, their aircraft/equipment and/or property or their passengers and of which the passenger has been informed, either orally or in writing;

r) the passenger refuses to pay the excess baggage fee, or it is established that the passenger is trying to get around the excess baggage charges;

In all of these cases (the list is not exhaustive), the carrier reserves the right to refuse to transport the passenger (any further), and to cancel the booking without refund.

8.2 Conduct on board the aircraft

8.2.1 The passenger has the obligation to follow the instructions given by or on behalf of the captain. If the conduct of a passenger on board the aircraft endangers or threatens to endanger one or several persons, objects or the aircraft itself, if a passenger hinders the crew in the performance of their tasks, violates the stipulations of this article 8, fails to follow the instructions of the crew to guarantee the safety of the aircraft or the safe, efficient and comfortable transport of passengers and crew, or behaves in such a manner that the other passengers may reasonably object, the carrier is authorised to take the measures that are deemed necessary to prevent the continuation of such behaviour.

8.2.2 Within the context of the above provision, the captain is authorised to take the measures that are necessary to guarantee the safety of the flight, including the removal of the passenger from the aircraft. The captain is also authorised to take reasonable measures, including coercive measures, to ensure order, discipline and safety on board and to enable him to turn over to the competent authorities any persons who (threaten to) disturb order on board or compromise the safety of the flight. The captain is authorised to report punishable acts, including the failure to follow instructions given by or on behalf of the captain. A passenger who has been turned over to the competent authorities or who has been removed from the aircraft is not entitled to (further) transportation on the flight concerned, nor to a return flight and/or any other flights operated by the carrier and/or any parties affiliated with the carrier.

8.2.3. For safety reasons, the carrier may restrict or prohibit the use on board of electronic equipment, including mobile phones, laptop computers, tablets, portable voice recorders, portable radios, CD players, electronic games, toys with remote control, scanners, walkie-talkies and other devices equipped with an antenna. It is not allowed to make videos and/or photos on board the aircraft, with the exception of videos and/or photos destined for personal use. For reasons of privacy, making videos and/or photos of crew members on board is not allowed, unless the crew members gave their prior consent and confirm this consent (afterwards), as the case may be. If the crew members did not give their consent or deny having given their consent, the videos and/or photos featuring the crew members are to be deleted without delay.

8.2.4. The consumption of alcoholic beverages brought on board by a passenger is not allowed. The carrier may at their sole discretion limit or stop the serving of alcoholic beverages to the passenger in order to maintain order and discipline on board.

8.2.5. Smoking (including conventional cigarettes, electronic cigarettes or other artificial forms of smoking during with smoke, vapour or scents are released) on board the aircraft is expressly prohibited.

8.3 Cost recovery

If the passenger violates the provisions of this article or fails to fulfil any of their other obligations, the carrier is authorised to refuse the (further) transportation of the passenger without being obliged to pay any compensation or reimburse the price of the ticket. Furthermore, the passenger is in that case obliged to pay a compensation for any damage resulting from their actions or negligence in violation of the provisions of this article. This includes all reasonable expenses incurred by the carrier if the carrier is compelled to reroute the flight for an unscheduled landing or stopover as a result of the passenger’s conduct.

8.4 Future refusal

If the passenger violates the provisions of this article or otherwise fails to fulfil their obligations, the carrier is authorised to refuse the passenger on one or several future flights.

8.5 Security measures

In order to maintain good order and guarantee the safety of and during the flights and the operation thereof, the carrier makes use of a black list. This list includes the names of passengers who have compromised safety in such a manner that they will not be allowed on flights during a specific period or will only be allowed under conditions to be determined by the carrier. These passengers will be informed by the carrier (orally or in writing) of the fact that they will be put on the black list and of the period of time they will be on this list.

8.6 Special Assistance

The regulations below only apply to flights with TUI Airlines Belgium NV or Freebird (destination Turkey). For flights operated by airline partners the special requests always have to be confirmed. Payment is done at the airport.

8.6.1 Passengers with reduced mobility

Passengers with reduced mobility may apply for assistance provided that the conditions laid down in EU regulation 1107/2006, and specifically the necessity of requesting such assistance in advance, have been met.

a) Definition
A “passenger with reduced mobility” means any person whose mobility when using transportis reduced due to any physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, age or any other cause of disability, and whose situation needs appropriate attention and the adaptation to his or her particular needs of the service made available to all passengers.
b) Prior notification
In order to appeal for the assistance mentioned hereafter under c) and d), the passenger needs to send a notification of the need for assistance when booking, or as soon as possible after the necessity for assistance has become clear, and, in any case, 12 hours before departure. The passenger is required to provide all necessary information by means of the "ASST" form.
The following categories are used:
- "WHR": passengers who can walk and climb and descend stairs, but who need assistance due to the length of the distances they have to travel at the airport;
- "WHS": passengers who can walk but are unable to climb and descend stairs;
- "WHC": passengers who move about in a wheelchair or are unable to walk on their own;
The lack of a timely prior notification may lead to improvisation and delay during boarding or even to denial of boarding.
c) Assistance at the airport
The managing body of the EU airport, or the body designated by this airport, is responsible for assistance to passengers with reduced mobility from the moment they arrive at the airport to the moment they are seated on the airplane. In particular, it is possible to receive assistance to move about the airport buildings, check in, comply with obligations regarding emigration, customs and safety, board the aircraft, etc. The passenger ought to follow the procedure provided by the airport’s managing body.
d) Wheelchair transport
Passenger-owned wheelchairs will be transported in the baggage hold free of charge. The dimensions of the wheelchair must not exceed 86 cm (height), 119 cm (width) and 119 cm (depth), and there may be weight limitations depending on the type of aircraft. Folding wheelchairs may be used up until the aircraft stairs or door. They are subsequently stored in the baggage hold. This needs to be mentioned in advance during booking and requested by means of the ‘ASST’ application form.
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.
Additional restrictions and specific terms and conditions of carriage 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.

8.6.2 Assistance for passengers with auditory and/or visual impairment

"People with auditory and/or visual impairment may only travel alone provided that they are able to meet the safety requirements without any assistance. (see 8.6.4 Safety regulations.)
Passengers who fail to meet these safety requirements are required to travel with an accompanying person
Persons with both auditory and visual impairment are not allowed to travel alone."
Guide dogs are allowed to travel in the cabin free of charge*.

8.6.3 Transport of assistance and guide dogs

"Guide dogs are allowed to travel in the cabin free of charge. These dogs are not allowed to occupy a seat. It is recommended to provide your guide or assistance dog with a harness from the organisation responsible for training the dog.
Persons accompanied by an assistance dog or guide dog will be assigned a front-row seat. In case of long-distance flights, this can be a front-row Economy Plus seat, which provides extra legroom."
"a) Emotional support animals
Emotional support animals are only allowed to travel on flights from and to the United States. Only cats and dogs are accepted, and it is required to present a recent (less than one year old) medical certificate issued by the attending therapist stating that the person in question has to travel with the animal.
Emotional support animals may be carried in the cabin free of charge, but are subject to the same rules as other pets.
Passengers travelling with an emotional support animal are not automatically entitled to a front-row seat."

8.6.4 Safety regulations

"Passengers with reduced mobility and people with visual or auditory impairment may travel alone if they are able to:
- fasten their seatbelts without assistance
- put on their oxygen mask without assistance if required
- understand the safety briefing
- put on their lifejacket without assistance
- reach the exit without assistance in case of emergency
Passengers who fail to meet one or several of these safety requirements are required to travel with an accompanying person who can assist the passenger."

8.7 Limitations of carriage

The acceptance of children travelling alone, persons with reduced mobility and pregnant or ill people is subject to the prior consent of the carrier and the payment of any compensation due.
The regulations below only apply to flights with TUI Airlines Belgium NV or Freebird (destination Turkey). For flights operated by airline partners the special requests always have to be confirmed. Payment is done at the airport.

8.7.1 Expectant mothers

A pregnant woman is allowed to fly until the end of the 36th week of pregnancy (the 32nd week in case of multiple pregnancy) provided that she has a medical certificate drawn up in Dutch, French or English which confirms that there is no risk for the pregnancy or of premature birth. As from 37 weeks of pregnancy it is no longer allowed to fly with TUI Airlines Belgium NV or its airline partner.
TUI Airlines Belgium NV or its airline partner reserves the right to request the presentation of a medical certificate at the moment of departure. It has to be a recent certificate (max. 8 days old at the time of departure).

8.7.2 Unaccompanied Minors and Infants

a) General

Unaccompanied minors must or may (depending on age) request assistance at embarkation, during flight and upon arrival at destination. Assistance must be requested at the time of booking. The fee is €85 (+/- 930 MAD) per trip per child for short-haul and medium-haul and €150 (+/- 1,640 MAD) per trip per child for long medium-haul (Sal, Boavista, Cape Verde, Senegal and The Gambia) and long-haul.

In addition, if the request was not made at the time of booking, a surcharge of €7.50 (+/- 84 MAD) per route and per child will be charged at the airport.

The minor must register at the airport in a timely manner with the airline or check-in desk.

b) Children under the age of 5 years

Children under the age of 5 must always be accompanied by an adult of at least 18 years old.

c) UM (aged 5 to 11 years)

"Unaccompanied minor" (UM): for children aged 5 to 11, the request for assistance is mandatory when they are not accompanied by an adult aged at least 18.

UM/YP requirements may vary depending on nationality and destination. Please always contact the respective embassy or consulate for up-to-date info regarding the proper travel formalities.

d) YP (aged 12 to 17 years)

"Young passenger" (YP): optional assistance may be requested (in advance) for children aged 12 to 17 years.

UM/YP requirements may vary depending on nationality and destination. Please always contact the respective embassy or consulate for up-to-date info regarding the proper travel formalities.

e) Infant

Infants are not entitled to their own seat and must travel on the lap of an adult. The number of infants on board is limited for safety reasons.

Newborn babies are not allowed to fly until 7 days after birth.

Push chairs, folding buggies and car seats are allowed in the checked luggage free of charge. However, passengers have the option of taking one of these items all the way to the gate, where it is then loaded into the luggage hold and returned, if possible, at the arrival gate when disembarking. In other cases, the buggy or car seats may be available for collection along with other luggage in the luggage hall of the airport building.

Please note that all items must be labelled with a luggage label at check-in, including those taken for use up to the aircraft.

8.7.3 Persons with medical conditions

Should the passenger have any indication that medical problems may arise during the flight, they are required to seek medical advice prior to the flight, particularly when they are about to take a long flight. The passenger has the responsibility of taking the required precautions. If the passenger fails to do so, this will be at their own expense and risk.
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.
These passengers include:
• people who have recently suffered a heart attack;
• people who require injections, oxygen or intravenous therapy during the flight;
• people with serious internal or external injuries;
A stretcher is not allowed on board.

9. Baggage

There are restrictions as to the nature and the weight of the baggage that is transported free of charge. Overweight baggage will be charged extra.

9.1 Registered (checked) baggage

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 online, in addition to the ticke price (up to a maximum of 50 kg per person and 32 kg per piece of baggage).

Info : https://www.tuifly.be/en/excess-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.

Differen conditions may apply at other airline companies.

In order to limit the risk of loss of and damage to your baggage, we request you not to include any valuable, fragile, inadequately packed and/or perishable goods in your registered baggage.

Dimensions: The maximum dimensions of each piece of baggage are : length 80 cm, width 25 cm and height 60 cm

9.2 Hand-baggage

Hand-baggage is also subject to restrictions.
For obvious reasons of safety and with a view to the comfort of the passengers, only one personal item and one piece of hand-baggage are allowed per passenger (age 2 and older).

A personal item (maximum 40 x 30 x 20 cm) must fit under the seat in front of you and may always be taken in the cabin. Some examples of personal items are a backpack, laptop bag, handbag, camera bag or an umbrella.

One piece of hand-baggage (maximum 55 x 40 x 20 cm and maximum 10 kg) must fit in the overhead storage compartments. Some hand-baggage may not fit in the cabin, in which case it will be transported in the cargo hold free of charge. Some examples of hand-baggage are a trolley, small suitcase, large bag, large box or hatbox.

Hand-baggage exceeding these dimensions and/or this weight will be refused at the boarding gate.

Sometimes the exceeding amount of hand-baggage can be transported in the baggage compartment, subject to additional cost.
Infants (babies under the age of 2) are not allowed to have any hand-baggage. See art. 8.7.2. regarding the transport of prams, strollers and (car-) carrying baskets.

9.3 Sports equipment

9.3.1 In general

The transport of sports equipment has to be notified upon booking. The corresponding cost is added to the price of the ticket. If only notified at the airport the charge is increased by € 7,50 (+/- 84 MAD) per piece and per leg as administrative costs. Moreover there is a risk that the transport will be refused due to the limited cargo capacity of the aeroplane.
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.

9.3.2 Bicycle (CYC)

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 € 55 (+/- 605 MAD) per leg and per bike.
Max. weight per bicycle (+ case) = 32 kg

Electric bicycles are not allowed

You should mention this when booking your flight.
Specific instructions:
• 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

9.3.3 Golf equipment (GOL)

Golf bag (max 32 kg, 1 per passenger): € 40 per leg (+/- 440 MAD).

If you pack your golf 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 golf/diving equipment in a normal bag (80 x 60 x 25 cm) it will be considerated as regular baggage. You will only have to pay the overweight according to the applicable rates.

9.3.4 Diving equipment (DIV)

Diving equipment (max 20 kg, 1 per passenger): € 55 (+/- 600 MAD) per leg.

Specific instructions:
• 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) it will be considerated as regular baggage. You will only have to pay the overweight according to the applicable rates.

9.3.5 Kite or surfboard (SFB)

Kite or surfboard (max 30 kg): € 55 (+/- 600 MAD) per leg. 1 per passenger, maximum 2 in one bag.
Specific instructions:
• sail, boom and sectional mast to be packed compactly.

• maximal length: 3,75 m

9.3.6 Paraglide (PGL)

Paraglide (max 20 kg, 1 per passenger, maximal length: 3,75 m): € 55 per leg (+/- 600 MAD).

9.3.7 Ski equipment

Ski equipment, snowboard, waterski (max. 20 kg per passenger): 40 € per way (+/- 440 MAD)

Specific rules:
- Protective packaging.
- Ski boots packaged separately.

The following items are also considered ski equipment: Nordic walking sticks, ABS backpack

9.4 Transport of pets

Passengers must be in the possession of the required official documents for the transport of pets. Pets travelling with their owners are legally required to have a European passport (can be obtained from the vet). Both the airline and the hotel owner may ask you to present this passport. Your pet must also have a chip or tattoo for identification purposes.

Some countries request additional documents and/or treatments or a medical examination on site, e.g. with respect to rabies or echinococcus. Pets are not allowed at some destinations.

Consult your vet or https://www.health.belgium.be/en/animals-and-plants/animals/animal-keeping-and-transporting/travelling-pets

Pets are not allowed on transfers from airport to destination (and vice versa)

9.4.1 In general

The presence of an animal has to be announced during the booking procedure. The number of small dogs and cats in the passenger compartment is limited (1 per passenger. Max. 8 kg, including bag). If you are travelling with several pets, you cannot sit next to each other, even if the pets belong to the same family. Each passenger travelling with a pet must sit by the window.

Large pets are transported in an adapted and heated part of the luggage compartment (*).
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.

In addition to registering, an official document must also be completed in 2 copies (see following link to the Live Animal Acceptance Checklist). This must be shown at the check-in desk upon departure.
A guide dog is always allowed to travel in the passenger compartment, regardless of the weight (with the necessary equipment) (*). However, it must be kept on a leash.

(*) Exceptions:

- no dogs or cats are allowed in the cabin on all long haul flights, but they are allowed in the hold

- 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.

9.4.2 Dog or cat not over 8 kg (DGC/CTC)

A limited number of small dogs and cats (1 per passenger, max. 3 per flight) is transported in the passenger cabin (Except on long haul flights).

Price : € 60 (+/- 555 MAD) per animal / per way.

If the presence of the animal was not mentioned 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, including bag may not exceed 8 kg.
• the animal cannot disturb other passengers in any way.
• female animals are not pregnant.

Do you want to transport a snub-nosed pet?

For reasons of animal welfare, TUI fly does not accept snub-nosed pets. These animals (e.g. boxers, bulldogs, Pekingese dogs and Persian cats) may experience respiratory problems due to higher temperatures and stress.

Note: In addition, TUI fly does not transport American, English and French bulldogs, pugs and Boston terriers.

a) Warning! A hard cage is not allowed in the cabin :

b) Only a waterproof bag is permitted in the cabin:

c) This type of bag is not allowed. It must be completely sealed :

9.4.3 Dog or cat more than 8 kg (DGH/CTH)

For the transport of pets in the baggage compartment* (1 per passenger, max. 4 per flight) a fixed rate of € 90 (+/- 980 MAD) par animal and per leg is applied, payable on booking. If the presence of the animal was not mentioned 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 animal needs to be at least 12 weeks old and needs to travel in a sealed cage, specifically made for air travel. For safety reasons, snub-nosed dogs are not allowed.

When in the cage, the animal must be able to turn around its axis and stand completely upright. So, the cage has to be at minimum as high as the animal, from his toes to his head when it stands up. The maximal dimensions for a cage are : length 121 cm x width 81 cm x height 88 cm. Transport of an empty cage is possible as registered (checked) baggage, booked in advance (see 9.1)

Do you want to transport a snub-nosed pet?

Note: In addition, TUI fly does not transport American, English and French bulldogs, pugs and Boston terriers.

a) Attention ! Such cages are not allowed in the baggage compartment :

b) Only these kind of cages are allowed in the baggage compartment :

9.5 Non-allowed baggage

Passengers are not allowed to bring the following items on the flight:
• 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);
• television;
• computer / computer screens;
• microwave oven / any kind of heating furnace;
• kitchenware such as pots and pans ;
• sunshade;
• car parts;
• mirrors.

9.5.1 Prohibited dangerous goods

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:
• explosives
• (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).

9.5.2 Hand baggage

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.

9.5.3 Hunting and sporting weapons

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.

9.5.4 Souvenirs (protected animals and plants, antiquities)

Anyone may be tempted to bring home a specimen of a protected species as a souvenir, either knowingly or not: a necklace made of coral or ivory, a crocodile skin bag, turtle shells,...
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.

9.6 Damage to or loss of baggage

The liability of the carrier in case of damage to or loss of baggage is limited by international conventions.
You will receive a numbered receipt for every piece of baggage that is checked in. Make sure not to lose this receipt. Any damage to or non-delivery or loss of baggage should be reported to the local airport authorities. The numbered receipt is indispensable to identify your baggage. If baggage is lost, you should have a PIR (Property Irregularity Report) filled out at the “Lost & Found" desk at the airport. In case of damage, a DBR (Damaged Baggage Report) must be filled out.
If you carry one or several of the following items in your baggage:

• items of which transport is prohibited;
• inadequately packed items;
• valuable, perishable, damaged or fragile items

in spite of our explicit request not to do so, and if these items are damaged, you will risk a full or partial exemption from liability on our part on the basis of the Montreal Convention. You can find a summary of the Montreal Convention in article 13 of this Contract of Carriage).
The carrier accepts no liability for damage to hand baggage, unless the damage is caused by the carrier, their staff or representatives.

9.6.1 ?Ordinary? baggage

If the Montreal Convention is applicable, the liability of the air carrier in case of destruction, loss of, or damage or delay to baggage, is limited to 1.131 'Special Drawing Rights' per person (1 SDR = € 1,1218 (+/- 12,46 MAD) dd. 16.06.2011).
Under the Warsaw Convention the indemnification is calculated in proportion to the weight at € 20 (+/- 222 MAD) per kilo.

Given the low remuneration in the latter case a baggage insurance as offered by TUI fly is recommended. See under the heading 'Insurance'

https://www.tuifly.be/en/insurance

9.6.2 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.

You can ask the TUI Airlines Belgium NV representative or the check-in staff at the airport about the rate in force.

9.6.3 ?Extraordinary? baggage

‘Extraordinary’ baggage, such as buggies, bicycles, sports equipment etc, meaning all items which are not carried in a suitcase of normal dimensions (lenght max. 80 cm, breadth max. 25 cm, height max. 60 cm), are transported at the risk of the traveller.
If you reserved the travel and assistance insurance during your reservation, 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.

10. Flight schedule, cancellation of flights and type of aircraft

10.1 Flight schedule

The expected times of departure and arrival are always indicated in the local time of the relevant airport. The carrier shall do everything within their power to transport passengers and their baggage swiftly and efficiently. The carrier will make every effort to respect the announced flight schedule.
When you book your ticket, we will inform you of the flight schedule applicable at that moment. It is possible that the flight schedule will change after you have made your booking due to circumstances beyond our control (decisions by competent authorities or weather conditions). If you gave us your contact details, we will inform you of any changes. By booking a flight with TUI, you acknowledge that the exact flight schedule is not essential for you. However, if we make a significant change to the flight schedule after you have made your booking and if we are unable to offer you an acceptable alternative under similar conditions, we will refund your ticket.
This provision does not affect the rights of the traveller pursuant to Regulation (EC) N° 261/2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights.

10.2 Verification of the flight schedule

You can also at all times consult the actual flight schedule on our website by following the procedure described in your travel documents.

10.3 Cancellation

If a flight is cancelled, or if a booked seat which had been confirmed earlier is not available, the carrier will always reimburse the price of the ticket should the passenger concerned refuses alternative transport under comparable conditions. Furthermore, the carrier will award additional compensation, insofar said compensation is payable in accordance with the applicable legislation and regulations, including EU Regulation 261/2004.

10.4 Type of aircraft

The Carrier is free to determine which type of aircraft will be used to operate the flight. If an aircraft type is communicated, the carrier reserves the right to change this type at any time. By booking a flight the customer acknowledges that the aircraft type is not an essential element of the contract of carriage. If the passenger paid a supplement for the reservation of a type of seat in the aircraft and this type of seat is not available, the passenger is only entitled to reimbursement of the supplement paid.

11. Behaviour on board

In case of improper behaviour of a passenger, this passenger can be denied access to the aeroplane for the flight in question and for any future flights.

11.1 In general

In case of improper behaviour of a passenger, this passenger can be denied access to the aeroplane for the flight in question and for any future flights.
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.

11.2 Objects the use of which is forbidden on board

The use on board of the following objects is forbidden :
• 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.

11.3 Drunk and aggressive passengers

Consumption of brought or purchased during the flight duty-free alcohol is not permitted on board the aircraft. It is the policy of all air carriers that the captain of the aircraft has the power to autonomously decide to refuse access to drunk or aggressive passengers or to have them removed from the aeroplane after an intermediate landing. The passengers involved will be responsible for any ensuing damage or costs.

11.4 Smoking / non-smoking

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.

12. Administrative formalities

The travellers must be in the possession of the required travel documents for the final destination booked with TUI Airlines Belgium NV, regardless of whether or not the flight is followed by a flight with another carrier.
More information can be found on the Travel formalities page

12.1 In general

Travellers must provide TUI Airlines Belgium NV with all useful information that is explicitly requested. If travellers provide incorrect information and if this incorrect information leads to extra costs for TUI Airlines Belgium NV, these costs may be charged to the traveller concerned.
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.

12.2 Travel documents

Travellers must submit all documents required by the laws and regulations of the country of destination and transit. The carrier has the legal obligation to refuse to transport travellers who are not in the possession of the required entry and exit documents of the countries of departure and destination.
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.

13. Liability

The liability of the air carriers is limited by international conventions.

EXEMPTION FROM LIABILITY

If the carrier proves that a fault or negligence of the person claiming compensation (or of the person to whom the latter assigns their rights) caused or contributed to the damage, the carrier is partially or fully exempted from their liability, to the extent that the above-mentioned fault or negligent caused or contributed to the damage."

13.1 Montreal Convention

The liability of Community air carriers is regulated by the Montreal Convention (1999), the regulation (EC) No 2027/99 (amended by regulation (EC) No 889/2002, and the regulation (EC) No 261/2004.
This information notice summarises the liability rules applied by Community air carriers as required by Community legislation and the Montreal Convention.
COMPENSATION IN THE CASE OF DEATH OR INJURY
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.
ADVANCE PAYMENTS
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).
PASSENGER DELAYS
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).
BAGGAGE DELAYS
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.

13.2 Warsaw Convention

If the journey involves an ultimate destination or stop in a country which did not subscribed the Montreal Convention, the Warsaw Convention° is applicable, unless the flight is operated by a Community air carrier.
° This is the convention for the unification of certain rules relating to international carriage by air, agreed at Warsaw in 1929, or named convention as modified at The Hague in 1955 and /or Montreal in 1975. In case of decease or body injury as well as in case of destruction, loss of, or damage or delay to baggage, the liability of air carriers is limited by this convention.

13.3 Liability of the passenger

Should the carrier suffer any damages due to the passenger’s failure to comply with any requirement as stated in these conditions of carriage, or due to any other shortcoming that can be attributed to the passenger, the passenger will reimburse the carrier.

14. Identity of the carrier

14.1 'Community list' of carriers

In accordance with the European Regulation (EC) n° 2111/2005, article 9, air carriage contractors shall bring a list of air carriers that are subject to an operating ban in the Community to the attention of passengers via their website. This list is available at http://air-ban.europa.eu

14.2 Identity of your air carrier

In accordance with article 11 of European Regulation (EC) No 2111/2005, you should be informed of the identity of the operating airlines relating to your flight. If the identity of the operating airline is not yet known at the time of booking, the name of the airline that is likely to act as operating airline on the flight concerned will be indicated. You will find the list of the airlines who qualify in article 14.3. As soon as the identity of the operating airline is known, the carrier will inform you. If a change in the operating airline occurs after the booking, the carrier 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.

14.3 List of operating carriers

The flights are normally operated by TUI Airlines Belgium NV, with registered office at Luchthaven national, 40 P Box 1, B- 1930 Zaventem (Belgium), company number 0861.741.466, known under the commercial name “TUI Airlines Belgium NV”. A number of flights are operated in cooperation with amongst others TUI Airlines Nederland, Freebird and Smartlynx Airlines.

By booking a flight with TUI Airlines Belgium NV, the traveller acknowledges that it is not essential to them which of the above airlines will actually operate the flight.

15. Border check

You may be subject to a border check if your flight rotation includes a landing outside the Schengen area. TUI fly complies with the applicable Schengen rules.

16. Complaints

16.1 Complaints will only be taken into consideration if they were submitted within the prescribed period of time and if they are proven. In this regard it may, amongst others, be required to submit the ticket and the original boarding pass.
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).

Complaints will only be treated in Dutch, English or French.

Any reimbursement by TUI Airlines Belgium NV will be done in the same way as was used to pay the booking, that is through the travel agency, or, in case of a direct booking, on the credit card or bank account that was used to make the payment.

16.2 Mediation for Belgium
After having contacted the customer service department, and in the absence of a satisfactory response, the customer may refer the matter to the Consumer Mediation Service, whose contact details and procedures are available on his website: www.consumerombudsman.be. If necessary, the customer may also refer the matter to the European platform for online dispute resolution provided for in Regulation (EU) No. 524/2013 of the European Parliament and of the Council (https://webgate.ec.europa.eu/odr).

16.3 Mediation for Spain

After contacting Customer Service, and in the absence of a satisfactory response within one month, the customer may refer the matter to the Agecia estatal de seguridad aerea (AESA), whose contact details and procedures are available on its website: https://www.seguridadaerea.gob.es/en/ambitos/derechos-de-los-pasajeros/procedimiento-para-reclamar/procedimiento-para-reclamar-ante-aesa-reg.261-2004. AESA also provides for a complaint form that the customer may fill in and submit to AESA : https://www.seguridadaerea.gob.es/sites/default/files/formulario_para_reclamar_ante_aesa.pdf. In this procedure, the customer has a period of five (5) years to submit a prior complaint against TUI from the day on which the incident giving rise to the complaint occured, period after which the prior complaint shall be inadmissible vis-à-vis TUI.
If necessary, the customer may also submit the case to the European online dispute resolution platform provided for in Regulation (EU) No 524/2013 of the European Parliament and of the Council (https://webgate.ec.europa.eu/odr). If a year has elapsed since the claim was submitted to TUI, the claim is inadmissible vis-à-vis the Agency.

17. Termination of the transport agreement

If the traveller does not comply with the conditions of carriage, the transport agreement will be terminated automatically, without formal notice of default; in that case, TUI Airlines Belgium NV is entitled to all amounts received.

18. Alterations and delitions

No staff member, agent or representative of TUI Airlines Belgium NV or the air carrier is authorised to alter, adjust or delete any of the stipulations of the present conditions of carriage.

19. Applicable law and jurisdiction

Disputes are exclusively subject to Belgian law. The Justice of the Peace Court of Overijse-Zaventem has the exclusive jurisdiction over disputes.
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.

20. Right of retraction

20.1 The consumer does not have the right to cancel a purchase

Pursuant to the provisions of art. VI.53 12° of the Belgian Code of Economic Law, the consumer cannot exercise the right of withdrawal for the provision of accommodation other than for residential purposes, transport, car rental services, catering or services related to leisure activities if the contract provides for a specific date or period of performance.

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