Flight delay and cancellation compensation, Thomas Cook ONLY

grandma43

First post. We had a delay of 9+ hours on above flight. Should have arrived home 6pm 21st Sept, arrived 3.33am on 22nd Sept. I submitted the template letter and received reply asking for documents which I returned immediately, including copy of letter we were given when we arrived at Man airport which gave delay times (from TC). Last night I received email giving extraordinary circumstances so not entitled to refund. We were told at Ibiza Airport during the delay that the problem was something to do with "paperwork" from TC. I emailed back and told TC of this, saying no way was this "extraordinary". The email I received last night did not give any reason for the delay at all.
Has anybody else had a result on this flight?

LA_2013

Hi all, I am new to the forums, and apologise in advance if I have missed the information elsewhere - just looking for some guidance on what to do next.
I initially contacted TC via their website form on 16 Feb 2013, claiming compensation for a 5 hour flight from Paphos-Glasgow (flight was in June 2010). I received acknowledgement from TC on 26 Feb 2013 giving me their ABTA 28days notice period to allow them to fully investigate. That time has now passed (yesterday) and Im a little unsure as to what I should do next? Any advice would be much appreciated. Thankyou!

maghater

beetlebabrie wrote: »

Hi all,

I've had 3 complaints in to Thomas Cook, also CAA and ABTA. I finally got a response from TC yesterday saying my flight wasn't delayed so I am not entitled to compensation. I have checked flight status which shows the flight that went on time not the one I went on. There is no record of a later flight and am a bit stuck what to do now. I am going to search for a boarding card but not sure how else I can prove they split the flight into 2. Any ideas what I can do? :mad:

The airport you flew from and to will certainly have records, and Thomas Cook will certainly have them. I think they have been leading you down the garden path for long enough. You have two options , firstly you could send a letter giving 14 days notice of intent to take them to court, or you could contact the CAA, and ask them to investigate. Even a bunch of comedians like TC cannot deny splitting a flight in half, and as half the advertised flight got there on time, and other half were delayed I cannot see how they could claim exemption under extraordinary circumstances.
Would also check the distance between the two airports as if it is over 3500 KM the delay would have to be ove 4 hours

Dave_TH

I was delayed for 13 hours on a TC flight from Las Vegas to Manchester TCX 33 in January 2009 and claimed via E mail January 2013 after reading how here, received the usual, should have claimed within 28 days mailed back and quoted their rules are superseded by EU law and got a letter with £1090 worth of vouchers, rang customer relations rejected the vouchers now have a cheque for £1090, was so easy, if anyone was on this flight let me know and I will let them have a copy of my letter

mishellyo

Well, I sent my letter off in february and having heard nothing i chased it up via email. Still no answer after a further week so went onto tc forum and complained on there.

Got a response saying that nothing had been recieved ( i find this very hard to believe as i have sent 1 letter and 2 emails). I have resent an email attaching a copy of my original letter.

I am fuming and not sure where i should go next with this? Any ideas?

heidihi1969

LMR77 wrote: »

Can anybody help??

Can i ask was this the tcx2827 flight on the 19th of august that landed on the 20th. We was on this flight & i rang tc when i returned & was told we would be entitled to compensation, Now after seeing so much in the media I think i am going to persue a claim.
Just wondering what steps did you take .
Kind regards
Heidi

Superhorn

Dave_TH wrote: »

I was delayed for 13 hours on a TC flight from Las Vegas to Manchester TCX 33 in January 2009 and claimed via E mail January 2012 after reading how here, received the usual, should have claimed within 28 days mailed back and quoted their rules are superseded by EU law and got a letter with £1090 worth of vouchers, rang customer relations rejected the vouchers now have a cheque for £1090, was so easy, if anyone was on this flight let me know and I will let them have a copy of my letter

Can you tell me the reason for the delay?

maghater

heidihi1969 wrote: »

Can i ask was this the tcx2827 flight on the 19th of august that landed on the 20th. We was on this flight & i rang tc when i returned & was told we would be entitled to compensation, Now after seeing so much in the media I think i am going to persue a claim.
Just wondering what steps did you take .
Kind regards
Heidi

Start off by writing (or emailing) there customer services, giving details of your name(s), flight details, and any booking ref. Tell them you were promised compensation, and as it has not yet appeared, what is going on. Tell them that if they are going to refuse to pay compensation state on what grounds. Mention that under the abta code of conduct
they have 28 days to respond. If they pay up no problem, if they don't , they will have to provide a reason, probably best to post back on the site then.

LMR77

heidihi1969 wrote: »

Can i ask was this the tcx2827 flight on the 19th of august that landed on the 20th. We was on this flight & i rang tc when i returned & was told we would be entitled to compensation, Now after seeing so much in the media I think i am going to persue a claim.
Just wondering what steps did you take .
Kind regards
Heidi

Hi no it was Tcx2923. I used the template off this site I've had a few replies off them, they're saying it was extraordinary circumstances so its still ongoing really!

heidihi1969

Thanks for the reply. I have filled in template now. which address did you send it to? On the customer letter they handed us on arrival at manchester it states... delayed due to an unforeseen operationally significant defect.
I will give it a try.
Regards
Heidi