Flight delay and cancellation compensation, Thomas Cook ONLY

Money_girl

Hello. Please can someone advise me what should be my next step? Please see below my letter to Thomas cook and their answer. Thank you very much.

Dear Thomas Cook,

We are writing regarding flight TCX242 of Sunday 7th April 2013 from London Gatwick airport to Cancun airport with the scheduled departure time of 9.15am.
This flight departed at 16.06pm and arrived 7 hours late at Cancun airport due to the technical issues.

The passengers in the party were Mr X and Miss Y.


The judgment of the Court of Justice of the European Union in Tui & others v CAA confirmed the applicability of compensation for delay as set out in the Sturgeon case. As such, I am seeking compensation under EC Regulation 261/2004 for this delayed flight.

The length of the scheduled flight was 7966 km. The total compensation sought is €600 for each passenger.

During the delay the passengers in our party were provided with £7 voucher each. We stayed at London Gatwick airport from 7am (advisable arrival time to check in) until 4pm therefore we spent more than £7 each to purchase additional refreshments and food during the waiting period.
I have enclosed receipts of refreshments and food which we purchased using our own money. Please refund £8.82 (£1.04+£3.19+£4.59).


We look forward to hearing from you and would welcome a response in 14 days.

Yours sincerely
Mr X and Miss Y



Dear Mr X and Miss Y,

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,

Customer Services

pandaspot

I had an annoying email from them Tuesday saying they want my booking ref before issuing a cheque.

This is following the email I had on 6th April stating that they admitted fault and they would issue me a voucher of £700 for the delay.

I have already provided proof of being on the flight in the form of boarding cards and luggage labels also explained why I don't have a booking ref as I had my phone stolen and had to delete all personal emails including ones relating to this flight in 2010.

I rang them straight after receiving the email to inform them of these facts was told someone would ring me back, or drop me an email. Haven't had either from them

How can they just back track? They can't can they after admitting fault?

julie72

Thomas cook admitted fault for delayed flightTCX2026 Manchester to paphos October 16 after a lot of messing about.7 weeks ago they said they wouid send cheque as I didn't want vouchers.they said on two occations it was in post,it wasn't.told me if I hadn't received it by 5th may to contact them,and they wouid chase it up,now they are ignoring emails.anyone any ideas as to what I can do now?thanks

J_B

julie72 wrote: »

Thomas cook admitted fault for delayed flightTCX2026 Manchester to paphos October 16 after a lot of messing about.

Ahah ... another one on that flight - I will PM you .. I was on TCX2027, the return

julie72 wrote: »

7 weeks ago they said they wouid send cheque as I didn't want vouchers.they said on two occations it was in post,it wasn't.told me if I hadn't received it by 5th may to contact them,and they wouid chase it up,now they are ignoring emails.anyone any ideas as to what I can do now?thanks

I at least managed to get them to reply by going on the TC Forum here http://customer-community.thomascook.com/thomascook

claretmad2007

TC received my intention of court letter on the 10th And today rang them as i have had no reply.
They say they stand by "extrordinary circumstances" excuse and thats it
Anyone help with what to do next? They say i should contact CAA is this true?

111KAB

claretmad2007 wrote: »

TC received my intention of court letter on the 10th And today rang them as i have had no reply.
They say they stand by "extrordinary circumstances" excuse and thats it
Anyone help with what to do next? They say i should contact CAA is this true?

No point in contacting CAA - TC are just sending you up a blind alley. Court action either instigated by yourself or use a no win no fee firm or walk away.

claretmad2007

How do i go about starting up court action? Or should i use mcol?

111KAB

claretmad2007 wrote: »

How do i go about starting up court action? Or should i use mcol?

Read FAQ's first then decide if MCOL has enough 'space' for your Particulars of Claim and Claimants. If so use MCOL as it is slightly cheaper than filling in forms yourself and taking/posting to Court.

robbie1967

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.

Thank you very much indeed for taking the time and trouble to write to us about your experience and we look forward to hearing from you.

Kind Regards,

Michelle McIntyre


that was the email we receive this morning
we are claiming from 2009 and don't have any of the paper work required to continue with the claim does anyone know were we go from here thanks

liviboy

robbie1967 wrote: »

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.

Thank you very much indeed for taking the time and trouble to write to us about your experience and we look forward to hearing from you.

Kind Regards,

Michelle McIntyre


that was the email we receive this morning
we are claiming from 2009 and don't have any of the paper work required to continue with the claim does anyone know were we go from here thanks

I GENUINELY don't mean to be rude...

Have you actually bothered to read ANY of this thread?

If you had, the answer to any questions you might have will have been answered time and time again.

I suggest you start by reading the FAQs

Again, I'm not having a go but just read the first few pages and all shall be revealed!