Flight delay and cancellation compensation, Thomas Cook ONLY

afn

OK so I emailed via the web form and posted the initial letter to TC on the 29/03/13. I have had no response or email acknowledgment so I called them today. Their complaints department is now based in Falkirk due to the Bradford office closure. I was advised that due to office move and transferring of IT systems complaints are now taking upto 28 days to be acknowledged. I said is there anyway you can tell me if my letters have been received to which point the agent said I would have to wait for the 28 days then callback if not heard anything. What a joke! I didn't send the letter recorded as I assumed I would have at least got an automated email response saying thanks we will look into your complaint but didn't. Lets hope they don't turn around and say they haven't got a record of it! Guess I just have to wait for 28 days then? Is it 28 working days or 28 calendar days?

Vauban

afn wrote: »

OK so I emailed via the web form and posted the initial letter to TC on the 29/03/13. I have had no response or email acknowledgment so I called them today. Their complaints department is now based in Falkirk due to the Bradford office closure. I was advised that due to office move and transferring of IT systems complaints are now taking upto 28 days to be acknowledged. I said is there anyway you can tell me if my letters have been received to which point the agent said I would have to wait for the 28 days then callback if not heard anything. What a joke! I didn't send the letter recorded as I assumed I would have at least got an automated email response saying thanks we will look into your complaint but didn't. Lets hope they don't turn around and say they haven't got a record of it! Guess I just have to wait for 28 days then? Is it 28 working days or 28 calendar days?

It's a long as you are prepared to allow it to be. For a formal Notice Before Action letter, 14 calendar days is generally regarded as the norm (and acceptable). But if you are trying to get the airline to pay without recourse to the courts, you'll have to play their waiting game, I'm afraid.

allybee13

Vauban wrote: »

Ally,

If you are asking whether to give TC more time or not before you commence legal action, I think the answer is that it is entirely up to you. If you believe they are dealing with your case sincerely, give them more time. If you think they are giving you the run around, write them a NBA. But only do the latter if you are genuinely going to take them to court.

Vauban

Thanks Vauban,

I don't suppose it will do any harm for me to give them a few more days. If they still don't have a response for me by the end of the week I will write the NBA.

If I send the NBA I will have no problem taking them to court if that becomes necessary - I already did it with a couple of banks and credit card companies

Ich_2

Can't win can they.
I've just seen a case where the planned aircraft for a flight went "tech" so a replacement was used with different IFE and seat pitch. Folk are complaining about this.
Perhaps they should have been delayed instead!!

blondmark

jmstar55 wrote: »

I didnt realize! All my correspondence with TC has been by email with one particular Customer Services person. There must have been 14+ emails back and forth over a 2 month period. I finally emailed the NBA on the 5th April to the person I have been dealing with... so I need to put it in writing and post it?

I seem to remember from previous posts on this thread that its the Peterborough address tha letters are sent to, is that right?

Thanks!

General correspondence can be e-mailed without any problem, but the service of formal documents, such as a letter before claim, or the service of court documents ought to comply with the Civil Procedure Rules HERE.

supermum4

supermum4 wrote: »

hi ok just filling in the court claim and I just want to check the address I need to put on I have Thomas cook, 2-4 Goodwin street, Bradford, west Yorkshire, bd1 2st. can anyone confirm this is the correct address please? cheers guys

ok sorted it now its the Peterborough office in case anyone else needs it just put the post code PE3 8SB on the claim form and it will find the correct address for you;)

sging1

Vauban wrote: »

[/B]

I hope that is helpful. My own sense is that if this is the best the airline can come up with, you should be fine. They have avoided the main substance of the case, trying instead to catch you on technicalities. I wonder whether they'd have the confidence to put this to a judge - I wouldn't be surprised if they settled on the steps of the court! Stand your ground!

Thanks a lot Vauban that guidance is a big help and I will be seeing it all the way through to the end. I have emailed the CAA to see if can get their report from them as I submitted my letter to them on the 2nd February 2013 and did get a confirmation email off them.
The only extras on my claim is interest and court fees which they could have avoided if they paid up at the beginning.

Cheers

bethg2009

Hi, I've just been routing through some old paperwork and came across holiday stuff from May 2009. We were delayed from Palma airport Saturday 23rd May 2009.
In the back of the documents I have found the "apology" given out at the airport from Thomas Cook, which reads -

""Dear Customer

I'm sorry to inform you of a late change to your flight today. Due to disruption within the Thomas Cook fleet, the aircraft scheduled to operate your flight is no longer available. Our operations department has therefore sourced an alternative carrier and you will now be travelling ona Boeing 757 operated by Jet2.

Your flight number will remain the same and your new estimated time of departure is 03:05 local time 24th May. ""

Is disruption within the Thomas Cook fleet a valid claim?

Heres the stats for the flight

DEPARTURE ARRIVAL Scheduled Departure: Scheduled Arrival:
12:05 AM - Sun May-24-2009 Estimated Gate Departure: Actual Arrival: 10:13 PM - Sat May-23-2009 4:55 AM - Sun May-24-2009 (runway) Arrival Terminal: Baggage Claim: N/A N/A

jacksback

Further update to my last post it appears the advice received here was incorrect. After receiving TC's defence, being, we can neither confirm nor deny the claim, I contacted the court requesting judgement be issued as this was not a defence.

I have today received a letter from the court stating

1) The Defence is not a bare denial. Request for Judgement is refused.
Allocation Questionnaires to be issued.

jacksback

Quick question, TC has ticked that they require the claim to go to mediation or small claims court,, should I be ticking these options also??
Thanks