Flight delay and cancellation compensation, Thomas Cook ONLY

wee_monster

Hi
I have checked with flightstats for Thomas Cook flight from Glasgow to Las Palmas on 27/12/10- TCX 632. My husband & I were on this flight which was over 8 hours delayed. Flightstats info says status unknown.
Does anyone have any advice on what to do next?
Many thanks
wee monster

maghater

wee_monster wrote: »

Hi
I have checked with flightstats for Thomas Cook flight from Glasgow to Las Palmas on 27/12/10- TCX 632. My husband & I were on this flight which was over 8 hours delayed. Flightstats info says status unknown.
Does anyone have any advice on what to do next?
Many thanks
wee monster

Start the ball rolling by sending a letter to TC requesting compensation for each passenger in your party. Use the CAA template letter you will find under the FAQs at the start of this thread. Best of luck, don't let them fob you off, any problems, share them on the board, plenty of help at hand

maghater

Centipede100 wrote: »

Para 68 in Sturgeon only states that airlines may be able to mitigate any claims themselves by claiming from the party that actually caused the delay (airport contractor or similar), it doesn't affect your claim in any material way.

ECJ use this in para 80 of their judgement of 23/10/12, when they are rejecting Tui travels claim that the high level of compensation will begger up the poor airlines (para 73). By saying "such compensation may accordingly reduce or even remove the financial burden borne by air carriers..........."To me this is saying yes a good proportion of claims will be against third parties, but it is up to you as an airline to pay up front, and have penalty clauses in place against such 3rd parties to claim the money back from them. ?

Jayne3158

After a 23 hours delay with Thomas Cook on a flight back from The Gambia in December 2009 TCX 971 I originally emailed Thomas Cook on 03/04/2013. I have today received this email:

Dear Mrs Pacito

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,

Alistair Nottingham

Customer Services


So what do I do next? Any help would be much appreciated, thanks

martin1372

This is the standard reply. I have had a very similar letter. Wrote back asking for the cause and was told that this could not be disclosed due to commercial reasons. They advised CAA. However my case is nearly time barred so will not be doing this. I will be sending them notice of court action.

grazzzz

Jayne3158 wrote: »

After a 23 hours delay with Thomas Cook on a flight back from The Gambia in December 2009 TCX 971 I originally emailed Thomas Cook on 03/04/2013. I have today received this email:

Dear Mrs Pacito

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,

Alistair Nottingham

Customer Services


So what do I do next? Any help would be much appreciated, thanks

Jayne this letter has been sent to nearly everyone , you need to send them a letter advising if not settled you will be taking them to court in 14 days then when they dont reply file court action as many of us have done ! They will just give you the runaround i got the same letter in December and am now awaiting my court date TC have been served the papers suggest you do the same

noseasonticket

Received two of these in the space of three minutes !

Only sent the NBA four days ago.

Thank you for contacting us again regarding your recent holiday, I write further to your most recent correspondence and I am sorry that you remain unhappy with the response you have received so far from our Customer Relations Team.

Unfortunately we are not able to provide you with the answers to the questions raised in your correspondence detailing the cause of the breakdown as this is a private matter to be addressed by Thomas Cook

The cause of the breakdown could not have been foreseen prior to your aircraft departing and for that reason, we class this flight delay as an ‘extraordinary circumstance’ and no compensation would be applicable.

We, as Thomas Cook, stand by our decision and should you wish to pursue this matter further, I would therefore suggest that this is done through the Civil Aviation Authority by logging on to their website

I thank you once again for taking the time to contact Customer Relations and whilst I appreciate your disappointment at present, I hope that Thomas Cook may be of assistance to you in the future.

Kind Regards,

Alaina Lemetti

Should i now go straight to MCOL ?

Is the CAA a waste of time ?

Many thanks once again

ghol26

Hi I too have phoned the Falkirk office and asked to have a cheque instead of the vouchers sent and for the correct amount (my reckoning is I'm £500 short). The customer service adviser said 'no problem' and to return the vouchers to the Bradford address. Is that wise? I will send them with a letter and references via recorded delivery but what happens if they vanish???

gabbyanny

Hi, I sent off letters for 2 claims I have on 2nd April, 2013. I called Thomas Cook last week and was told they have a backlog and to wait a couple of more weeks. How long on average are people having to wait for the first response?

My 2 claims are -

TCX754L on 9th August, 2010 from Sharm El Sheik airport to Manchester airport; and
TCX2995 on 13th August, 2012 from Antalya airport to Manchester airport .

Has anybody else claimed for these delays.

thanks

jensven

Hi,

I claimed back in January and after a couple of 'sorry for the delay' letters I received a voucher in March. I then rang them and asked for a cheque instead and they advised me to return the voucher with a letter requesting a cheque to the Bradford office. I did this and then heard nothing.

I recently checked on this forum and noticed people saying the bradford office had shut so today I rang the Stirling office and they confirmed they did receive my letter and voucher but that there are hundreds of claims they are responding to and they are done in date order. Mine didn't get to Stirling until mid April (a month after I sent it), so I should hear anytime from mid May onwards but they cannot guarantee when. They did say it would definitely be dealt with a cheque sent out as soon as was possible. So if you are experiencing a delay it looks like it will come through eventually.

I would suggest it may be worth sending vouchers back to the Stirling office not the Bradford one though, as although post is being sent on, it is some time later. This is the address I have which i believe is correct:

Thomas Cook Direct
Block 4
Central Business Park
Larbert
Stirlingshire
FK5 4RU

Thanks.