Flight delay and cancellation compensation, Thomas Cook ONLY

Vauban

worriedwoman wrote: »

Hi
i am just writing on behalf of my daughter who flew to Cancun last week with Thomas Cook (from Gatwick). The flight was delayed 2 hours 45 minutes (on the departure board) but by the time it actually took off it was 3 hours and 10 minutes late. Is this a valid delay time to claim compensation.
The actual reason she was given for the delay was that the plane went in for a service and came out late!!

It is when it arrived in Cancun that counts. If it was three hours or more from the scheduled arrival time, then she has a potential claim (though reduced by 50% in line with the Sturgeon ruling).

Horsedog

Has anyone had any success with a claim for this flight.
This was over 8 hours late. It was suggested that this Newcastle flight was diverted to Glasgow leaving All Newcastle passengers stranded for 8 hours whilst it flew to Glasgow and Back.
I have started a claim and will let you know how I get on.
Could any one advise me how I could access a flight log for this aircraft as I have all dates, times & and the aircraft Registration No.

chili2001

smashee72 wrote: »

hi there. I recieved an email around 10 days ago with a voucher worth £1404 , no quibble. I replied straight away to request a cheque, and never heard anything back. Telephoned them today and the young man on the other end of the phone said that they were not offering cheques any more, payment would be bank transfer. So he took my details and promised the money will be in my account Friday of next week. So I would say to anyone who recieves a voucher, phone them and arrange payment I wouldnt even bother emailing them as they never seem to reply. I would like to say a very big thank you to all at moneysaving expert for their advice, especially to whoever posted the template letter. And indeed for this forum, which over the years has saved my family thousands of pounds!

I still love the way they try and hang on to the cash for as long as possible. A bank transfer is instant yet it still takes them a week to do!

gabbyanny

2 claims made for July 2010 and August 2012, I have had confirmation today that I am being paid for the July 2010 (sharm el sheik to manchester) :j

I didn't have any docs for the 2010 holiday and have had emails and letters going backwards and forwards since April, thought I was gonna hit a wall, but they sent my friend vouchers (she had kept all docs) so I called customer services and they found my booking ref and offered me vouchers I asked for cash and they said they will bank transfer the money - KERCHING :T

Thanks for private messages and all your help on this forum :beer:

Markie11

Horsedog wrote: »

Has anyone had any success with a claim for this flight.
This was over 8 hours late. It was suggested that this Newcastle flight was diverted to Glasgow leaving All Newcastle passengers stranded for 8 hours whilst it flew to Glasgow and Back.
I have started a claim and will let you know how I get on.
Could any one advise me how I could access a flight log for this aircraft as I have all dates, times & and the aircraft Registration No.

Same flight code, different date. We were on 30th June that was diverted to Barcelona for 7 hours

sging1

daz1onlym wrote: »

Have you had any joy fighting this?

I have a pre-court hearing the end of this month for a flight delay of 25 hours from Barbados to Gatwick on the 16th December 2011. If anyone else was on this flight please get in touch. I am fighting for 13 people but know I have a strong case. The CAA said they can't help as Thomas Cook won't tell them anything. :mad::eek:

romanby1

sging1 wrote: »

I have a pre-court hearing the end of this month for a flight delay of 25 hours from Barbados to Gatwick on the 16th December 2011. If anyone else was on this flight please get in touch. I am fighting for 13 people but know I have a strong case. The CAA said they can't help as Thomas Cook won't tell them anything. :mad::eek:

Have Thomas Cook sent you a defence. That should give you an idea what they are thinking. If not I suggest you contact the court as it is getting close to your court date.

AndyPearce

maghater wrote: »

You should have quite a good shout, technical issues aren't normally regarded as Ec, but happening in mid flight might give you a problem. The fact that you were delayed by more than 15 hours should be a clincher, Manchester is TCs base so should of got you away much earlier, look at Egalatis v Latvia air (sorry for spelling) in FAQs, recital 14 of EC 261/2004, not to mention Wallentin. Just for the record, how many times have TC claimed ECs for hydraulic problems on this thread?

Thanks for your response - so if I read it correctly the fact that we were taken to Manchester and couldn't be flown out in a reasonable amount of time should help our case?

I'd also like to know how many times hydraulics have been used - it sure would help in arguing that it's not EC if it's happened lots of times...

TiheosHristis

Markie11 wrote: »

A number of posts have mentioned email conversation with Thomas Cook. I sent an email on Monday regarding a flight delay to customer.relations@thomascook.com, however I've not received an automated response or an invalid email address response.

So my question is ... Does anybody know if this is a correct address, if not does anybody have one?
Thanks.

Hi,

I wrote to do@thomascook.com and did get an automated reply but from this one: relations.customer@thomascook.com

If the email you sent has not bounced back it means that they probably receive email there too (now, who receives it and what they do with it as another matter).

So here is a list of possible emails as provided in this thread by members (you can always cc all of them...):

do@thomascook.com (this worked for me)
relations.customer@thomascook.com
claims@thomascook.com
dob@thomascook.com
customer.relations@thomascook.com
first.second@thomascook.com (Maybe this means that Thomas Cook email addresses are first and second name with a dot in the middle. ie. john.smith@thomascook.com)

Some names and personal TC emails from a 2010 post on another thread (sorry, I cannot post links as a new user). It is an old post so maybe they've changed:

Directors Office - 01274 387591
Shelley Johns - 01733 416 248
dob@thomascook.com
simon.robinson@thomascook.com
susan.averill@thomascook.com
Sarah.Godfrey@thomascook.com

And two numbers that people had recent success with:
Director's Office
Tel No: 01324 565 005
Opening Hours: 8am-6pm Monday- Friday.
Customer relations: 0844 8798 136

A question for members that have been successful with their claims via email: Which address have you been using?

TiheosHristis

flippineck wrote: »

Recieved a email last night (01:08)...

... we only contacted them yesterday afternoon by telephone

Hi flippineck,

have you received your cheque yet?
Also, which number did you call at Falkirk and from which address did they email you?

cheers