Flight delay and cancellation compensation, Thomas Cook ONLY

Vauban

grazzzz wrote: »

I had a horrid thought today im sure im ok but just want to check
My flight was delayed in May 09 i put in my complaint back in 09 whilst actually in the airport and then again on my return to the uk thomas cook rejected it ! I then in Nov 2012 once i found out about the ruling used the standard template and have had the normal run around and have filed for court action (awaiting the date ).
However i realise the 5 years is up this week !
However because i have lodged a complaint with TC already in Nov and they have used EC am i too late or with its the courts i have 6 years dont I ?

Er, by my maths May 2009 was four year ago, not five. And you have six years to bring a case.

grazzzz

Vauban wrote: »

Er, by my maths May 2009 was four year ago, not five. And you have six years to bring a case.

Doh ! been a long day !
Thanks

Adammmmm

Hello there,
I'm looking for a little advice too if at all possible?

We we're part of the Thomas Cook flight from Cancun Mexico which was forced to make an emergency landing in Bermuda due to a suspected fire related to the in-flight entertainment system:
http://news.sky.com/story/1085396/thomas-cook-jet-makes-emergency-landing

Thomas Cook did provide us with overnight accommodation and vouchers for food etc while the necessary checks/fixes were taking place however we were wondering whether we may still be eligible for compensation?

The original scheduled arrival time in Manchester was - 1st May @ 07:10.
However we finally arrived in Manchester - 2nd May @ 03:20.

There were multiple other inconveniences too, such as no reps being available to give us any information (due to Thomas Cook not offering a service to Bermuda as standard). A note was slid under the hotel room door at 2am notifying us of the 9am checkout/transfer time for the following morning (which was subsequently delayed for another two hours), by which time many people would have already been asleep.

We also missed our connecting train and therefore had to purchase new tickets, but I believe this would need to be reimbursed via the travel insurance provider?

Any guidance/assistance would be hugely appreciated I'm knackered but trying to stay awake to adjust to UK time, so it is all a bit much to take in at the moment hehe.:rotfl:

Vauban

LisaLou1982 wrote: »

Hi all

Can someone help?
Ive complained twice now via email and letter to Thomas cook who have not responded. I have sent a letter to the CAA and they have responded saying that they think i have a claim.

But what now? Do the CAA sort it out or do i have to write to someone else?

TIA x

Can you please post what the CAA said? I think folk would find it useful to see.

bgwuser

If anyone has sent a voucher back and asked for a cheque (a legal right that they must comply with) then ring the Falkirk office to check if they have it. Unfortunately it's a premium number 0844 8798136 and they keep you on hold about 7 minutes before answering. Staff there are saying "it's a nightmare" and they now have a 'new' system. Make sure you get a new customer reference number on this system.

In my case, a voucher was returned by recorded delivery to their Bradford offices (as advised by customer services) on 2nd April and signed for. There was no trace of it when I called. :mad:

I have been advised that as I had the recorded delivery reference number as 'proof' that they had received the voucher back then they would process the cheque for me BUT it could take up to another 28 days. it was 'no' to a request for interest to be paid for the delay.

IMHO if you send anything to them, even recorded delivery, call and make sure its on the new system and get your 'new' reference number.

Watchdog on BBC1 on 8th May features Thomas Cook and Monarch. I will be emailing Watchdog with my experience - anyone else care to join me? [EMAIL="watchdog@bbc.co.uk"]watchdog@bbc.co.uk[/EMAIL]

lee111s

I called 01274 387991 about my cheque request that I'd sent in and they said it's only needed if you have a voucher to send back in, they've processed my cheque and it should be here soon!

claretmad2007

Dear Mr Farrer

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 the specific circumstances surrounding the delay to your own flight were of a technical nature, which were extraordinary, despite Thomas Cook taking all reasonable precautions necessary to prevent the situation. All aircraft can experience technical problems that are totally unforeseen, despite all reasonable attempts to ensure they are maintained to a good standard, in line with CAA regulations. This can be compared to any mechanical breakdown which can happen at any time without prior knowledge or warning.

I can see that passengers were provided with welfare during this time, which was deemed appropriate for the length of your delay. It is with regret to inform you that we will be unable to consider any claims for compensation as a result of the delay to your flight.

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,

Jacqueline Whelan

Customer Services


Is this a standard letter reply, i'm not sure what root to take next.

Davidvgoliath

claretmad2007 wrote: »

Dear Mr Farrer

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 the specific circumstances surrounding the delay to your own flight were of a technical nature, which were extraordinary, despite Thomas Cook taking all reasonable precautions necessary to prevent the situation. All aircraft can experience technical problems that are totally unforeseen, despite all reasonable attempts to ensure they are maintained to a good standard, in line with CAA regulations. This can be compared to any mechanical breakdown which can happen at any time without prior knowledge or warning.

I can see that passengers were provided with welfare during this time, which was deemed appropriate for the length of your delay. It is with regret to inform you that we will be unable to consider any claims for compensation as a result of the delay to your flight.

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,

Jacqueline Whelan

Customer Services


Is this a standard letter reply, i'm not sure what root to take next.

Utterly bog standard knock back, you will have seen this letter reproduced more or less pro forma perhaps a dozen times on this thread.

Suggest you write again as a 'notice before action', and then take them to court if they refuse again.

Anything else is a waste of time in my experience.

claretmad2007

Thanks for that, had an idea that was my route to follow. I'm not being fobbed off by that reply, which is what they want

amat_endura

I rang the legal office in Bradford on 01274 387942, got straight through but had it confirmed that the cases had been moved up to Falkirk. She did say however that the issue of a cheque should not take more than a few days. Will be ringing Falkirk again today...