Me and my fiance have been flying with Tui for nearly 10 years now. We've never had an issue with them before until now! We recently got back from an adults only, all inclusive holiday to Croatia which was very nice. The issue I have is that Tui are LIARS!!!!! Our Outbound flight from Gatwick Airport was delayed by exactly 3hrs. It was originally scheduled for 14:55. It was exactly 17:55 when we took off. After returning from our holiday I put in a claim for compensation which according to their website has to be 3hrs delay, minimum, which it was. It clearly states that they calculate the length of the delay by when the doors on the aircraft first open at the destination end!! The flight takes 2hrs 5mins to get to Croatia Split Airport. The plane landed at 8pm (uk time) by the time the doors opened it was approximately 8:10pm. There was no explanation for the delay. Tui very quickly responded to my claim stating that the plane was ONLY delayed by 2hrs 37mins and therefore our claim was rejected! a) on what planet is a 2hr 37min delay acceptable without compensation? b) irrelevant anyway as the plane was minimum 3hrs delayed! We have been on 6 luxury all inclusive holidays with tui, 3 of those to mexico. We are loyal customer's of yours... is this how loyalty is rewarded? I hope you read this review, and I suggest you reach out to me, because I will be taking this matter further with the financial ombudsman and anyone else who'll listen! You rightfully owe me £350 in compensation. I suggest you pay up! Flight no. TOM4188 Date of experience: 04 September 2023