Flight delay and cancellation compensation, Thomas Cook ONLY

brumark01

I have managed to recieve the below response from Thomas Cook.
My worry is that the only emails I have got to send them back are the ones saying ''Thank you for booking with Thomas Cook'' The two emails I have got do have my booking reference number on. In peoples experience is that enough? Or have I got a fight on my hands?

Dear Mark

I am writing in response to your letter regarding your 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.
With regard to your request for us to deal with your claim under EU Regulation 261/2004, the legislation does ask that the customer prove that they travelled on the flight. In order to continue with your claim, I therefore require proof of your reservation with our airline before we can proceed. I would therefore ask you to send us one of the below documents to confirm your reservation with our airline:

1. Your confirmation invoice
2. Your ticket booklet
3. Your boarding cards

Unfortunately, should you be unable to confirm to us that you had a reservation with us; we cannot accept your claim or meet with any request for compensation.

(text removed by Forum Team)

lee111s

I just provided them the booking ref and they accepted that. Had no paperwork or anything!

Vauban

brumark01 wrote: »

I have managed to recieve the below response from Thomas Cook.
My worry is that the only emails I have got to send them back are the ones saying ''Thank you for booking with Thomas Cook'' The two emails I have got do have my booking reference number on. In peoples experience is that enough? Or have I got a fight on my hands?

The booking reference is absolutely fine - the demand for proof is just another hurdle they put up in front of claimants to try to deter them.

By the way, the legislation does not say that the claimant must prove they were on the flight. That is what we non-lawyers call a "lie". It says all you need to know about the integrity of Thomas Cook's approach to this process. Who'd think the airlines would sell their reputations so cheaply?

maghater

Vauban wrote: »

The booking reference is absolutely fine - the demand for proof is just another hurdle they put up in front of claimants to try to deter them.

By the way, the legislation does not say that the claimant must prove they were on the flight. That is what we non-lawyers call a "lie". It says all you need to know about the integrity of Thomas Cook's approach to this process. Who'd think the airlines would sell their reputations so cheaply?

Spot on they are grade A bar stewards. Who in all creation keeps a boarding card after they have found their seat?

maghater

1961templar wrote: »

My reply to Thomas Cook:

Thank you for the summary of the circumstances of the delay, but can you simply explain why an aircraft awaiting spare wheels in Cyprus caused a knock on delay to our flight from Leeds to Tenerife?

Thomas Cook:
I am sorry but that is not something I can answer, this lies with the aircraft technicians. As mentioned previously any further information that you require, due to the delay, must be done through the Civil Aviation authority at www.caa.co.uk

So Thomas Cook can't answer me, but the CAA can?

Is a 'knock on" delay classed as exceptional circumstances?

knock on delays are not normally classed as ecs. Needing spare wheels, sounds like a heavy landing to me, so that would scupper ecs on that front as well. I would send them a NBA right now. As the original incident happened in Cyprus, the CAA would simply pass you on to the Cypriot enforcement authority. Getting you to contact CAA is just a delaying tactic, call their bluff

MrsW86

maghater wrote: »

knock on delays are not normally classed as ecs. Needing spare wheels, sounds like a heavy landing to me, so that would scupper ecs on that front as well

Just to confirm, a heavy landing does not count as ECs? I *think* our plane suffered a heavy landing the day before our flight (hence another aircraft was leased causing a delay which was extended as the crew went over hours). We are awaiting tc defence statement at the moment from MCOL....

Thanks

Daza

brumark01 wrote: »

I have managed to recieve the below response from Thomas Cook.
My worry is that the only emails I have got to send them back are the ones saying ''Thank you for booking with Thomas Cook'' The two emails I have got do have my booking reference number on. In peoples experience is that enough? Or have I got a fight on my hands?

Dear Mark

I am writing in response to your letter regarding your 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.
With regard to your request for us to deal with your claim under EU Regulation 261/2004, the legislation does ask that the customer prove that they travelled on the flight. In order to continue with your claim, I therefore require proof of your reservation with our airline before we can proceed. I would therefore ask you to send us one of the below documents to confirm your reservation with our airline:

1. Your confirmation invoice
2. Your ticket booklet
3. Your boarding cards

Unfortunately, should you be unable to confirm to us that you had a reservation with us; we cannot accept your claim or meet with any request for compensation.

Mark that is the exact same letter I received - this means they are ready to send your payment to you.... I replied to it using their webform and received my cheque 3 days later !!

Just email them using their webform located here: http://www.thomascook.com/customer-relations/?mdpcid=mdp.wwte.uk.979-30004.soc..01.001.uk.tc.en&utm_medium=soc&utm_source=facebook&utm_campaign=service

I didn't have any details they required either, I simply sent them something like this - you should then receive your payment later next week.



I have today received a letter which you are asking me details in an attempt to pay me in full and bring my claim to an end.

In this letter you are asking me for proof I was on the flight in question by means of either my confirmation invoice, ticket booklet or boarding cards - I have none of these.
However you yourself keep records of all pax on a flight (this is a legal requirement) so you already have a record of me being on the flight in question.
If you still insist that I provide a confirmation invoice I request that you use my details provided and send me a copy of my invoice by post (as you also keep a record of these by law) and I will resend you back the invoice as requested.

Name: ****** ******
Departure Date:
Delayed Flight: TCX****
Date of Delay: *****

I look forward to receiving full payment of my claim (in cheque form, please note I will not accept travel vouchers in any way or form) within the next 14 days.

Thankyou

brumark01

Daza

Thanks a lot I have just sent another reply to them. The only problem I have is that I can't remember how long the delay was as Thomas Cook never actually gave me what I asked for which was the flight times.
I've been on the flightstats website to try and find my flight, but nothing is on there for the date in question.

Lets just hope they don't ask for those details.

Thanks again

I wouldn't mind but I'm flying with them again shortly

Daza wrote: »

Mark that is the exact same letter I received - this means they are ready to send your payment to you.... I replied to it using their webform and received my cheque 3 days later !!

Just email them using their webform located here: I didn't have any details they required either, I simply sent them something like this - you should then receive your payment later next week.



I have today received a letter which you are asking me details in an attempt to pay me in full and bring my claim to an end.

In this letter you are asking me for proof I was on the flight in question by means of either my confirmation invoice, ticket booklet or boarding cards - I have none of these.
However you yourself keep records of all pax on a flight (this is a legal requirement) so you already have a record of me being on the flight in question.
If you still insist that I provide a confirmation invoice I request that you use my details provided and send me a copy of my invoice by post (as you also keep a record of these by law) and I will resend you back the invoice as requested.

Name: ****** ******
Departure Date:
Delayed Flight: TCX****
Date of Delay: *****

I look forward to receiving full payment of my claim (in cheque form, please note I will not accept travel vouchers in any way or form) within the next 14 days.

Thankyou

afn

Vauban wrote: »

Yep. That's about right. Though you pay the court fees up front - and get them back if you win. If that's too scary, engage a no-win no-fee company (for 30% of your award).

So I have sent TC an NBA and contacted the CAA so just a waiting game now.

J_B

afn wrote: »

OK so I phoned TC

Is there a particular number that's best to call?