Flight delay and cancellation compensation, Thomas Cook ONLY

maghater

grandma43 wrote: »

Hello all. I posted a few pages back about a delay of 9+ hours from Ibiza to Manchester September 2011 asking if anybody else had claimed for this delay. but no replies.
I sent the template letter, then sent the documents TC asked for. TC claimed EC which I have disputed as we were told the delay was due to a problem with "paperwork". I asked what the ECs were. Answer from them "the root cause of your delay could not have been foreseen". I emailed them asking what the "root cause" was. They replied "it was a private matter which TC are addressing".
Surely they should give me a straight answer!
The person who I have been dealing with is Linsey Clinton. I was told to get in touch with CAA to find out about the delay. I have read through this thread and can't find anyone else who has been told this.
Advice anyone ?

Typical CT delaying tactic, they are hoping you will get bored and go away. Why should you have to contact the CAA to find out what problems TC encountered. If you write to the CAA you will have about a 16 week delay. The bottom line is it is Thomas Crook who MUST PROVE that the delay was down to ecs. If I was you, I would I would send in The CAA template letter under FAQS at the start of the thread. Show them that you mean business.

biffo5013

Hello

I sent of my letters of complaint to Thomas Cook, regarding two separate flight delays. TC replied on the 4th March 2013 saying "Your request has been received, and is being reviewed by our Customer Relations Team".

On the 9th March 2013 Thomas Cook sent me this message......

Thank you for contacting Thomas Cook.

I am sorry that certain aspects of your holiday did not meet your expectations, and I appreciate you taking the time to contact us.
We listen closely to all of our customers’ feedback, and whilst we would like to respond straight away, we sometimes need to investigate before we can provide you with a detailed response.
We deal with all complaints in date order, and we will respond to you as soon as we can. ABTA (Association of British Travel Agents) guidelines tell Thomas Cook that we should respond to you within 28 days.


It is now 12th April 2013 and as yet had no correspondence from TC apart from the above standard replies. The 28 days they mentioned has expired.



What is the next step ?


Any advice would be greatly appreciated

biffo5013

Hi

Many thanks for your reply

I sent the complaint to Thomas Cook Customer Relations.

However I have just received a letter from TC in the post minutes ago. They have replied to my first flight delay complaint letter and have offered me £1,412.00 discount voucher. The claim was for four people Newcastle to Dalaman, flights only with flythomascook.

The other flight delay complaint with TC is for a similiar amount.

I only book flights only through flythomascook and never book a package holiday.

How do I stand with the discount voucher ?

As I could end up with two discount vouchers and only book flights.

Vauban

biffo5013 wrote: »

Hi

Many thanks for your reply

I sent the complaint to Thomas Cook Customer Relations.

However I have just received a letter from TC in the post minutes ago. They have replied to my first flight delay complaint letter and have offered me £1,412.00 discount voucher. The claim was for four people Newcastle to Dalaman, flights only with flythomascook.

The other flight delay complaint with TC is for a similiar amount.

I only book flights only through flythomascook and never book a package holiday.

How do I stand with the discount voucher ?

As I could end up with two discount vouchers and only book flights.

Why not search for "voucher" in the threads and see what comes up? Your question has been answered lots and lots and lots of times before.

lee111s

You need to write to them at the Bradford address requesting a cheque. It'll take a further 28 days from when they get the letter to sending out the cheque.

biffo5013

Hello

Many thanks for the replies.

I will send a letter to the Bradford address and request a cheque, as the discount vouchers are no use to me.

lee111s

Send it recorded or special delivery so they can't argue they didn't get it.

jmstar55

Flight no: TCX17L departed Arrecife, Lanzarote to Manchester on 09/08/2007
over 8 hours late!

I would like to say a big thanks to the main contributors on this thread. I have used the information to make a claim for a flight delay on flight TCX17L that departed over 8hrs late from Arrecife Airport in Lanzarote on the 09/08/2007.

I can remember that day vividly, we had a 3month old baby in our party and not enough baby formula, my son had to check back out to go to a shop and buy some and then check back in. Many of the other passengers were up in arms, in fact one guy got chucked off the flight for using intimidating behaviour towards a TC rep during the wait. He was only aggrevated at the lack of information and raised his voice, however his ban was enough to silence the rest of us for fear of getting the same treatment! I remember at the time reading the notices displayed around the airport terminal about flight delay compensation, however the rep told us that it didnt apply and would not discuss it further. Instead she handed out forms for us to fill out, which we all did...I never received a reply.We ended up on a plane that had no heating and no facility to make hot drinks, it was a miserable flight home to Manchester.

In February after reading about compo on MSE I decided to claim. I emailed TC and received a prompt reply from a Lorna McGowan from Customer Services. All very polite, she asked for proof and I duly sent her the etickets and booking reference which I had saved to a file at the time and never deleted!

To cut a long story short, they have admitted the delay but claimed EC of a "technical nature". They wont discuss what that is, all they will say is that from the limited report from their engineer it is an EC and they are covered by that. I reminded them that they were in breach of the Practice Direction on Pre-Action conduct part 4.2(6) issued by the MoJ and also the likelihood of cost sanctions being imposed by the Judge (rule27.14(2)(g)) to no effect. They just directed me to the CAA.....time wasting tactics! They know full well that I have a very limited window of opportunity.

I have posted a question on the FAQ thread about the contact details of the Spanish CAA as my delayed flight didnt depart from the UK. I will contact them when I submit my claim through MCOL...I sent the NBA on the 5th April so they have until the 19th April to respond...they have made their mind up not to pay me, I have sent about 8 emails and they have responded to each one, but apart from them admitting the delay and telling me the reason was of a technical nature, they are sticking to their EC!

I am claiming for myself and six other passengers, I am not the lead passenger but I am claiming on behalf of all of us...it was a family holiday. Just to cover all bases I have asked, as I'm not the lead passenger, whether its ok for me to act on everyones behalf. I posted that on the FAQ thread too, and will hopefully get a response from the experts here.
I will keep you all updated and will post the results of my claim, although that probably wont be for a while yet!

Keep up the invaluable work you guys and massive thanks to you all!:T

maghater

Cannot see how you not being the lead passenger makes a scrap of difference, as long as all the people you represent are happy with that. Thomas Cook, will probably not respond to the AESA, they certainly didn't in my case, but it ticks a box, and hopefully if it goes to court it will go against them, as should their refusal to divulge what the ecs were. If they still haven't come up with a valid reason when you file your mcol be sure to mention it

sging1

Hi guys
I have now had the Defence back this morning from Thomas Cook’s solicitors.
It’s not very long and I think they are trying to frighten me off with long legal phrases and words.
Is it OK to paste the body here for advice. It doesn't state it is confidential.