Flight delay and cancellation compensation, Thomas Cook ONLY

Caz3121

AngryBadger12 wrote: »

I think they may be being extra awkward as we had 7 people in our party so we entitled to refund of £4200.

Just to ensure you use the correct terminology with them, you should be entitled to 'compensation' of €600 each

AngryBadger12

Yes, sorry. Definitely said 'compensation'. Any other advise?

maghater

AngryBadger12 wrote: »

Hi,

We flew with TC from Glasgow to Orlando in July 2011. The plane had had engine problems that caused a delay at some point in the day, but this had all been fixed and the plane was ready to go for our flight. However, the prior delay had knock on effects for the crew, who were entitled to a 9 hour rest period, so we ended up delayed for more than 9 hours while the crew rested.
We contacted TC to claim compensation for the delay using the template letter provided on this site. 6 weeks later they replied that we would not receive any compensation as they had 'Provided with welfare appropriate to the delay' (I don't think they did (one 'meal' of soggy pasta in tinned tomatoes and a glass of water in 9 hours!), but that's not the point! We only asked for compensation for the delay. Hadn't even asked for compensation for all the additional food and drink we had to purchase as I no longer had the receipts.)
Could anyone advise me what we should do next? I think they may be being extra awkward as we had 7 people in our party so we entitled to refund of £4200.

Thanks in advance

They are not being extra awkward, they are just being Thomas Cook. Their game is to deny, and delay claims for as long as possible, probably hope that you will just give up. As they have in effect denied your claim, which sounds legitimate to me (engine problems and crew out of hours doesn't count as ec in my book), your next step is Centipede 100 s template letter for NBA. Read the options listed, make you choice and go for it.

bellajoyal

can anyone help please?

I can't seem to find my flight number on flightstats.co.uk.
I was leaving Paphos to Glasgow on 27/07/10 we were told we were delayed 2 hours then 3 hours then sent to a hotel over night in Paphos then went to the airport the next day approximately 24 hours delay. I have two departure stamps in my passport on 27/07/10 and 28/07/10 from Paphos.

Does anyone know where else I can find my flight details as I have no emails or flight number but I do have passport stamps and proof that I paid for the holiday and a booking reference

Caz3121

bellajoyal wrote: »

can anyone help please?

I can't seem to find my flight number on flightstats.co.uk.
I was leaving Paphos to Glasgow on 27/07/10 we were told we were delayed 2 hours then 3 hours then sent to a hotel over night in Paphos then went to the airport the next day approximately 24 hours delay. I have two departure stamps in my passport on 27/07/10 and 28/07/10 from Paphos.

Does anyone know where else I can find my flight details as I have no emails or flight number but I do have passport stamps and proof that I paid for the holiday and a booking reference

answered where you posted before! https://forums.moneysavingexpert.com/discussion/comment/60449645#Comment_60449645

pandaspot

Hi

So received the reply from thomas cook, and been offered £700 in vouchers. I am right in thinking that I can have this in cash? What shall I say to them?

Thanks

Shunter64

pandaspot wrote: »

Hi

So received the reply from thomas cook, and been offered £700 in vouchers. I am right in thinking that I can have this in cash? What shall I say to them?

Thanks

Yes you are. Just tell them that the legislation does not state that compensation should be paid in vouchers so cash is what you want.

Congratulations by the way :T

pandaspot

Shunter64 wrote: »

Yes you are. Just tell them that the legislation does not state that compensation should be paid in vouchers so cash is what you want.

Congratulations by the way :T

Thanks, I was a bit shocked, was in the middle of buying baby furniture, when I received the email confirmation, so it will come in very useful. Was very pain free too, 1 letter and an email

lee111s

Result!!! I'm waiting for her to call me back today as I'm entitled to €2000 as there were 5 in the party. I also want a cheque not a voucher! Thanks for the help, I'll let you know what happens on the call later.

I am writing in response to your letter regarding your recent travel arrangements with Thomas Cook.

It is with regret that I note your flight with us was delayed. Whilst delays are an unfortunate part of air travel, I would like to assure you that a lot of work goes on behind the scenes to ensure that any disruption to our passengers is kept to an absolute minimum.

When a delay is initially identified, it is not always immediately apparent as to when a revised take off time can be secured. A number of factors have to be considered, which can vary dependent on the reason for the delay, and quite often we are reliant on outside influences, such as Airport Authorities or Air Traffic Control. Throughout, however, as soon as confirmed information is available, this is passed onto our customers as quickly as possible through our handling agents at the airport.

Although delays do occur on occasion, they can arise for a number of different reasons, and having carried out a full investigation I would assure you that we took all reasonable steps possible to minimise the waiting time for our customers. In line with our obligations under Regulation 261, I would ask you to accept a voucher to the value of £1000. I trust this will allow us the opportunity to prove to you that your experience is not typical of our usual performance.

Please be assured that on-time performance is a key measure for us as a business, and we constantly review our operations to ensure we deliver the best results, and service. I would like to offer our apologies for any inconvenience you were caused on this occasion and I hope that despite this, your stay was found to be an enjoyable one.


Kind Regards,

Ashleigh Risk (CR)

Customer Services

This correspondence is confidential, may be legally privileged and is for the intended recipient only. Access, disclosure, copying, distribution or reliance on any of it by anyone else is prohibited and may be a criminal offence. Please delete if obtained in error.

Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be otherwise.

Club 18-30

Customer Relations
2-4 Godwin Street
Bradford
West Yorkshire
BD1 2ST

Tel No: 0844 8798 136
Opening Hours: 8am-10pm Mon-Sun

lee111s

They have agreed that I'm entitled to £1765 However the advisor and her manager were adamant I need to write to the Bradford address requesting a cheque, yet more delaying tactics!

Letter will be sent tomorrow recorded delivery.