Flight delay and cancellation compensation, Thomas Cook ONLY

Kitt8590

Hi just wondering for some advice. We were delayed coming home from our honeymoon in Mexico over 24 hours. I send Thomas cook an email and this was the response

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

Any help/advice would be appreciated

Vauban

Kitt8590 wrote: »

Hi just wondering for some advice. We were delayed coming home from our honeymoon in Mexico over 24 hours. I send Thomas cook an email and this was the response

I am writing in response to your letter regarding your recent travel arrangements with Thomas Cook ...


Any help/advice would be appreciated

This letter has been posted dozens of times. Read a few pages of this thread to get a flavour. Then read the FAQs - and all the links therein - for a steer on what to do next. You'll need to write them a NBA letter and - probably - start Court proceedings if you want to see compensation.

Mexico

Hi Adam - first time on this forum - haven't a clue what I am
doing - I too was on that plane along with my family. I am sending a letter, 6 page letter of complaint. I am
very angry with the lack of contact we have with any reps, well
none at all! Have you wrote to them
yet?

Adammmmm wrote: »

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:

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:

Ich_2

Speechless

This could have been the outcome http://en.wikipedia.org/wiki/Swissair_Flight_111 so the Captain did his job and landed at the nearest available airport.
Unfortunately the airline don't have any agents there as they don't fly there, just where did you think they should have magicked them from?

marshmallow13

billyboy69 wrote: »

Hi all just to let you know DO NOT send any claims to Peterborough office as they send them to falkirk and it takes them nearly a month to receive. I have just been informed this in a phone call i made to falkirk just a few minuets ago so my claim is now delayed a further 28 days yuk

Do u have the Falkirk address/phone number? I sent mine recorded to Peterborough a month ago.

grazzzz

Just watched watchdog the so called expert said that a cracked windscreen was EC, so no claim ,however happened on 2 flights before mine so claim still valid

111KAB

grazzzz wrote: »

Just watched watchdog the so called expert said that a cracked windscreen was EC, so no claim ,however happened on 2 flights before mine so claim still valid

He actually referred to a cracked screen happening when the plane was actually in the air and the plane having an enforced landing. Occurrences such as that are few and far between as the crack(s) are normally discovered on routine inspection prior to take off.

grazzzz

111KAB wrote: »

He actually referred to a cracked screen happening when the plane was actually in the air and the plane having an enforced landing. Occurrences such as that are few and far between as the crack(s) are normally discovered on routine inspection prior to take off.

Im awaiting a court date but Thomas Cook still claiming EC on my flight even thou it happened on that plane 2 flights before mine which delayed/cancelled my flight
l

8904jo

Can anyone give me the Falkirk address? I have been receiving correspondence from TC but not surprisingly they don't actually state which address its coming from. The only address on the back is the Registered Office in Peterborough. I've been sending previous letters to Bradford and cc'ing to Peterborough to be doubly sure!!

Vauban

111KAB wrote: »

He actually referred to a cracked screen happening when the plane was actually in the air and the plane having an enforced landing. Occurrences such as that are few and far between as the crack(s) are normally discovered on routine inspection prior to take off.

Yes - the lawyer was clear that incidents on previous flights could not count as ECs.

And actually he didn't talk about windscreens or cracks at all - but a birdstrike which would force the airplane immediately to land.

The CAA guy though was hopeless. Who could be confident that they had passengers interests at heart? Not me, for one.