Flight delay and cancellation compensation, Thomas Cook ONLY

111KAB

Shunter64 wrote: »

The time has come to go to MCOL but before I do can someone advise me as to whether I have any need to contact the Spanish CAA for confirmation of why my flight was delayed? I read somewhere on here (can't find the post now) that someone did this because the reason for their delay was a 'knock on' and therefore not an EC.

I contacted Spanish NEB (Monarch) and Monarch refused to answer NEB request for information. Therefore after 4 months NEB (Madrid) 'ruled' in my favour and copied the letter to Monarch stating I was due 250€ per person. Of course their letter meant nothing but at least I was able to include in my claimant statement to the Judge.

Dingle12

I've been getting nothing but trouble with Thomas cook,infact even been told to go to the CAA but we wont win by Paul head of the department that approves the claims.

We sent the flight sats to them plus a twitter conversation we had with Thomas common the day telling us our new flight times but they are still saying we were only 2.5 hours late infact we were nearly 5 hours.

18th oct 2012 Antalya to Manchester tcx2559 I've asked for proof of there findings of 2.5 hours but was just told to goto the CAA I've was told at the start of my claim (Craig customer relations) that he had to send it to Paul because our plane had to times??? One nearly 5 hours other 2.5 he knew which one it was but Paul had to ok it. Very strange.

Do you think it will get to court? It's all even make me doubt it in my head.

Paul also told my husband that flight sats is not a true time and they can put anything down?? All seems like delay tactics, maybe the CAA should issue Thomas cook fines for. All the cases that has to go to them.

Dingle12

How much does it cost roughly to go to court? If it gets that far.

wendyjaycee

Aaaaaarghh!!!

After speaking to someone at TC on the 23rd April (as i wasnt even receiving automated responses anymore!) i was informed that the offices originally dealing with the delay complaints is now closed down!! she then gave me another case ref number & said they had 28 days to reply! Yesterday i received the response below! As some of you will know another forum member was on the same flight as me & has received notification that they will actually be paying him compensation so this has made me slightly annoyed to say the least. :mad:


Dear Wendy


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,

Haley McLintock

Customer Services

Below is my response to the email!

Dear sir/madam

It is with regraet that I have once again been refused compensation for my flight delay. If you bother to look into my previous case ref xxxxxxxxxxxxxxxxxxxxx you will see that you have already investigated my case, already given two different reasons for the delay to two different passengers and decided to pay out compensation to case ref xxxxxxxxxxxxxxxxxxxxxxxxxx. I therefore cannot see your reasoning behind refusing me the same compensation. It shows that your companies policies of dealing with complaints is an utter joke and you obviously dont check flight details before coming up with your ridiculous decisions. I have been in contact with the CAA and I know that they have contacted you regarding both mine and another passenger on the same flights complaints therefore I feel that you have had plenty of time to collaberate stories and would have thought that paying compensation to one passenger and not others on the same flight would even to yourselves be a ridiculous decision. You therefore give me no alternative to to instigate court proceedings to claim the compensation due. Through the court I shall now be seeking compensation for the statutory amount as per the EU ruling and also court costs and interest from when my complaint first started back on 28th October 2012 . I am sure that the court will take a dim view of your tactics to delay payments and also the fact that you have agreed payment to another passenger on the same flight.

Yours sincerely

:mad: :mad:

Does anyone what the rate is is for claiming interest??

nquire76

This flight arrived in Faro with a delay of 5 hrs 24 mins.
A Claim under EC Regulation 261/2004 has been settled in full, without recourse to the County Court, with an accompanying letter stating

' I can confirm that the aircraft was delayed due to a technical fault, however it is something that we should have been able to rectify'.

Any other passenger on this flight is therefore equally entitled to this settlement .

I hope that this information will assist in an early resolution of claims of other passengers on this flight.

maghater

Don't settle for less than 8%

bargain_hunter_2

tc offered us £1500 voucher in April, said thanks, but no thanks, sent recorded delivery letter 28 days ago asking for cheque instead of vouchers, phoned now the 28 days are up to be told cheque will be issued 28 days from this phone call -not from receipt of recorded delivery letter !!!!!

They are taking the .... ! Won't believe it til the cheques actually been cashed :mad:

Dave_TH

bgwuser wrote: »

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]

I received a voucher for £1090, rang them and rejected it as I wanted cash, "no problem" was the reply, "we will cancel the vouchers and send you a cheque" so why are they now asking people to return recorded delivery? smacks of bollox and delaying tactics looking forward to the watchdog program this Wednesday

Mark2spark

wendyjaycee wrote: »

Does anyone what the rate is is for claiming interest??

It's 8%, and all explained on the court forms.
Follow the link to MCOL on the FAQ's.

maghater

bargain_hunter wrote: »

tc offered us £1500 voucher in April, said thanks, but no thanks, sent recorded delivery letter 28 days ago asking for cheque instead of vouchers, phoned now the 28 days are up to be told cheque will be issued 28 days from this phone call -not from receipt of recorded delivery letter !!!!!

They are taking the .... ! Won't believe it til the cheques actually been cashed :mad:

You are right they are taking the whatsit . Demand settlement in full by return or you will expect 8% interest backdated to when the claim was settled. Plus extra expenses incurred.