Flight delay and cancellation compensation, Thomas Cook ONLY

Hyper

As I booked a package holiday could/would Thomas Cook online give me a copy of my booking ref. I have the flight number, time and proof of payment to TC a few days earlier ?

Anon2013

RE: Flight TCX242 and 243 18th November 2012 and 3rd December 2012

I would be very grateful if someone could give me come advice please on my legal rights to compensation. I am not 100% clear if the EU directive means that if you are subjected to a flight delay whether the airline provide is legally obliged to provide compensation.

We had our honeymoon to Mexico in November/December 2012. Our outbound flight was delayed by 30 hours due to the aircraft that was meant to be carrying us having engine issues on the flight the previous day and hence that flight being knocked on etc. Yes the airline did put us up in a hotel at the airport, however for our all inclusive holiday start, we could only eat meals put on by the hotel at set times (school dinners style) and could only have soft drinks out of communal drugs on the tables, i.e. no alcohol and no food or drink whenever we wanted.

Our return flight of the same holiday (as I mentioned our honeymoon!) was delayed by 25 hours. Again the airline did keep us in our resort however as you can imagine we spent the time trying to find out information and notifying family and work we would not be back as planned. When we eventually got the flight home we were on a short haul plane for the 10 hour overnight flight and the water pressure was broken so there was no water to wash your hands in the toilets. Again the issue was due to the plane bringing passengers out to Mexico having a fault, resulting in a change of plane. The plane that came out could not be flown by the crew meant to take us home so we had to wait for the original crew to have their set hours of downtime. So again this was the airlines fault.

I heard about the EU directive and used the templates on this website to write to the package holiday company explaining our situation to them. After 2-3 months I have received a response back saying they do not feel compensation is required as our welfare was looked after. I am obviously very angry about this as really our honeymoon was ruined with 55 hours of delays! I just want to know legally what our rights are and if we can appeal or take this further? I am completely shocked that we haven't even been offered a token of compensation through vouchers etc, just a complete flat no.

Would appreciate your thoughts! Thanks.

P.S Since originally posting this outside of this forum I have had a look through some of the other responses on this thread and there seems to have been some success with this case. So any thoughts on next steps would be great, thank you!

gabbyanny

Hyper wrote: »

As I booked a package holiday could/would Thomas Cook online give me a copy of my booking ref. I have the flight number, time and proof of payment to TC a few days earlier ?

I m trying to get a copy of my invoice from a holiday I booked in 2010 in the direct holidays shop in Liverpool, the shop has since closed down. I asked thomas cook for a copy of invoice and was told to send £10 for a data protection act request. A week later they returned the cheque and said you won't have to pay for a copy of the invoice, that was 3 weeks ago - still waiting!

stavros42

gabbyanny wrote: »

I m trying to get a copy of my invoice from a holiday I booked in 2010 in the direct holidays shop in Liverpool, the shop has since closed down. I asked thomas cook for a copy of invoice and was told to send £10 for a data protection act request. A week later they returned the cheque and said you won't have to pay for a copy of the invoice, that was 3 weeks ago - still waiting!

How kind of them to send your £10 back, they've got 40 days to comply to your request.

gabbyanny

stavros42 wrote: »

How kind of them to send your £10 back, they've got 40 days to comply to your request.

Thanks, I wil be counting the days

J_B

unhappyrainbow wrote: »

I have read through most of this forum and I yesterday found post number #1436. It appears that this poster was on our flight and received compensation with no issue at all. ( I am going to PM him to find out what he did)!

If you can get a 'reference number' from the person you mention (?) then maybe go to the TC 'get satisfaction' site here
http://customer-community.thomascook.com/thomascook
and *politely* try and embarrass them into explaining why they have given compo to someone else on your flight and not you.

That worked for me here
http://customer-community.thomascook.com/thomascook/topics/awaiting_a_reply-2loi6?utm_content=topic_link&utm_medium=email&utm_source=reply_notification
- well, they have promised us a cheque in 28 days, so my breath is still baited

Whatever you do, don't let the B*tards drag you down!!

mellypops

I was told today over the phone today that yes we were entitled to compensation, asked if i wanted cheque or voucher, given an excellent exchange rate and told to allow 28 days for delivery.............. Will wait with baited breath!!!

Hyper

stavros42 wrote: »

How kind of them to send your £10 back, they've got 40 days to comply to your request.

So if I contact Thomas Cook online do they have to send me my booking reference. I have my bank statement showing payment to them on 16/06/10 and we travelled on 1/7/10

I also know the flight number and time as I posted on a forum asking if the plane had in flight entertainment.....wasnt much use anyway as we were all done in after 12 hours in the airport

On the plus side I found a DFS agreement where they had added PPI...not much but something to be had

chili2001

Anon2013 wrote: »

and could only have soft drinks out of communal drugs on the tables,

At least they let you take communal drugs! :rotfl:

JimmyLo

Hi all

Just wanted to post a successful claim on here!

We were on flight TCX491K from Gatwick to Antalya (Turkey) on 27/06/2009. The flight was delayed by approx 7 hours.

I wrote my initial claim to TC via post to their Peterborough address on 29/03/2013. By end of April I still didn't have a reply, so emailed their customer services team. By end of May...still no reply, so emailed the CEO Harriet Green. This triggered a response!

Just got a letter through this morning with a voucher for £700 (claim was for €800 so not a bad exchange rate!). Of course I will now go back and request payment via cheque.

There was no battle from TC claiming extraordinary circumstances, so I recommend anyone who was on this flight to make a claim!

Thanks to everyone on this forum for providing great advice!