Time for flight changed, anything I can claim?

scope

I have booked a holiday with Thomson and have the confirmation email from them confirming the details.. However when I rang them here the other day to pay the balance of the holiday, by pure coincidence I noticed that the time of the flight had changed; I booked it for 5pm (I booked it at that time to be able to get to airport, etc), the confirmation email as well says 5pm, however when I spoke to CS he said it was leaving at 7am, quite a difference - and means I will have to stay in a hotel the night before..

Is there anything I can do about this? I'd still go ofcourse, however can I ask Thomson to provide me with hotel or something? I live 3 hours drive from the airport and with small children there is no way I am driving to the airport @ 2-3am.

Duncan_H

You are in the right here. Thompson should provide accomodation for you. Failing that, if you paid on C/C your insurance may cover the extra cost. But try Thompson first

scope

Duncan: Thanks, I hope you are right.

Is there anything I can refer them to (terms, ATOL guidelines, etc)? I am guessing whoever I speak to doesnt want to provide this without a fight.

sloppychops

I am sure that for it to be classed as a major change and to get compensation it would need to be 12 hours or more time difference and i think there will be a clause in their t&cs stating something along the lines of not taking responsibility for extra costs incurred to this change.

scope

You are right, sloppychops, the T&C says the following:

"Major changes to your holiday for which we will always pay compensation, using the scale shown, may include the following changes: a significant change of destination; a change in accommodation to that of a lower category, a change in the time of your departure or return flight by more than 12 hours, a change of UK departure airport".

This is about 10 hours, so wouldnt constitue a "major change", however it is more than just a minor change for us, as it means having to stay in hotel the night before.. But I know what you are saying.

Duncan_H

They do seem to have covered themselves in their T&C. I would advise writing to Thompson if you havent already done so and if you don't get the response you are after contact either the Association of Independent Tour Operators (AITO) or the Association of British Travel Agents (ABTA). It is also worth ringing you C/C company just to find out where you stand. They may also be able to offer you advice on the situation

bagand96

Duncan_H wrote: »

They do seem to have covered themselves in their T&C. I would advise writing to Thompson if you havent already done so and if you don't get the response you are after contact either the Association of Independent Tour Operators (AITO) or the Association of British Travel Agents (ABTA). It is also worth ringing you C/C company just to find out where you stand. They may also be able to offer you advice on the situation

I don't think ABTA would be bothered in the least. Thomson have operated well within their rights, and inside the terms and conditions theyn laid down. They have not violated anything. Charter operators count a major change as 12 hours, have done for years and its always been inthe T&Cs.

I'm not saying this change doesn't inconvinience the OP massively, I'm sure it does. But for the agencies like ABTA to get involved, it usually is because the tour operator is in the wrong, and Thomson aren't here.

Still worth speaking to Thomson, they don't have to do anything, but may be able to offer something as a good will gesture.

Krfc07

Last year flyglobespan changed our flights and times around 9-10 hours and we called up and asked to change from Edinburgh to Glasgow International which was a few hundred pounds of a difference thats why we booked from Edinburgh. As they had made changes they were more than happy to change us over to Glasgow. So if there was any other airport around by you that you could travel to you could try that?

scope

Thanks for the replies.. I have tried Thomson, and fully understand it is in their T&C, but thought it was worth a shot..

Anyway, I did not have any luck with getting a hotel at their expense, or even at a discount price. They did look into alternative flights and although did find one in the end they wanted me to pay about £200 extra - in which case it is cheaper for me to book a hotel for the night and get free parking (around £100)..

The problem now is that the operators on the phone keep saying the flight is 07:15 (called them a couple of times, and try to get the time confirmed every time, just in case), however the paperwork they keep sending me says 17:15, so I cant even book a hotel yet, until I get the tickets a few weeks prior to departure.

blindman

scope wrote: »

The problem now is that the operators on the phone keep saying the flight is 07:15 (called them a couple of times, and try to get the time confirmed every time, just in case), however the paperwork they keep sending me says 17:15, so I cant even book a hotel yet, until I get the tickets a few weeks prior to departure.

What are the flight details?

If it's not too far in the future you may be able to check them now.

However it sounds like you are getting misinformation over the 'phone so why not email them asking for confirmation?