Flight delay and cancellation compensation, Thomas Cook ONLY

blondmark

jacksback wrote: »

I have received an email offering me £1079 for one leg of my journey as both outbound and inbound were delayed. I have been told my outbound flight is still being investigated. I have been asking for a reason for my delays since January 2011 and have never been given any reason. I issued court papers a week ago should I just let these stand? Surely after 2 years whatever excuse they came up with wouldn't matter?? Thanks

Definitely. Only when the defendant settles your claim in full should you agree to vacate the action.

dwarfer1113

Hi all,

Sometime ago we got this letter from TC............

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

It is with great regret that I note your flight with us was delayed. Whilst delays are an unfortinate 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 dependant on the reason for the delay, and quite often we a reliant on outside influences, such as Airport Authorities or Air Traffic Control. Throughout, however, as soon as confirmed imformation is available, this is passed onto our customers as quickly as possible, through our hadling agents at the airport.

Although delays do occur on occasion, they can arrise 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 TC taking all reasonable precautions necessary to prevent the situation. All aircraft can experience technical problems which are unforseen, despite all reasonable attempts to ensure they are maintained to a good standard, in line with CAA regulations. These situations can be compared the the maintainance of your own car, which can break down at any time without prior warning, regardless of its service history, and would be considered completely beyond the owners control.

I can see that customers were provided with welfare during the delay, in line with our obligations under EU Regulation 261/2001. As the events were defined as "extraordinary" no payment of compensation is considered appropriate in this case.

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 hope that despite this your stay was found to be an enjoyable one.

Yours sincerely

(Text removed by MSE Forum Team)

Customer relations team
customer relations executive.


I was still debating whether or not to persue court actions when today we got this letter.................


I am writing to you in further response to your letterregarding your recent travel arrangements with TC.

I have taken the liberty of reassessing your file, and it has come to light you are indeed entitled to compensation for your delay, please accept my apologies for the previous letter that was sent to you.

It is with regret blah, blah, blah..............................


Enclosed was a holiday voucher for £707 pounds (woohoo)

Then I tought hang on I paid cash, I want cash back. So a call to Customer relations to put my point across firmly has ended with me now waiting for a cheque of the same amount to be with me within 10 working days.


Result:j

Dont give up or give in

DJMSJM

When did you receive your 'with regret' letter?

dwarfer1113

It was around middle of December.

Mark2spark

Have to say I'm getting a bit fed up with reading through the "it's like a car breaking down" letter in the hope that it'll contain something different. It must have been posted over 100 times now.

chili2001

Mark2spark wrote: »

Have to say I'm getting a bit fed up with reading through the "it's like a car breaking down" letter in the hope that it'll contain something different. It must have been posted over 100 times now.

Just mentally change the word car to washing machine, or toaster. I'm sure TC will soon. :-)

Big_hendo

We were due to fly to Orlando Sanford with TC on the 26th of August last year. After hanging around Glasgow airport from 5.30am they decided to cancel the flight at 4pm. We were then asked to go to the Holiday inn adjacent to airport, and told the flight would now leave at 8am on the Monday morning which it did. I now twice have had the standard BS reply from them about plane going "Tech" and being unforeseen circumstances and a safety issue? I know that the plane we were leaving on the Monday landed at Glasgow just after 6pm on the Sunday evening, and the only way the plane did not fly on the Sunday was due to Sanford not accepting flights after 11 pm I think? I now need some help on what further action I should take on their unsatisfactory answer. Thanks!

Saint_Nick

It is now 3 weeks since I sent the letter asking for compensation, I had also been corresponding with customer relations via email but as a company they are absolutely shocking and take an age to respond and even acknowledge emails. Yet when you log into the customer relations log each email is marked as closed within 2 days yet no reponse is forthcoming a month later. Will highlighting their poor response rate and customer service on their facebook page illicit a quicker reply?

Also should I now be telling them that I intend to start proceedings in court?

vronca

Saint_Nick wrote: »

It is now 3 weeks since I sent the letter asking for compensation, I had also been corresponding with customer relations via email but as a company they are absolutely shocking and take an age to respond and even acknowledge emails. Yet when you log into the customer relations log each email is marked as closed within 2 days yet no reponse is forthcoming a month later. Will highlighting their poor response rate and customer service on their facebook page illicit a quicker reply?

Also should I now be telling them that I intend to start proceedings in court?

They have responded to me very quickly.
We have gone from template letter claiming compensation on 20 january to me filing on friday 7 feb with the court.
Guess it depends if they think you just might be stroppy enough or have enough info on the delay to warrant them bothering! I have enough, or, is it i followed centipedes advice to the letter?

I will put all the emails on in the next couple of days and everyone can have a good laugh:rotfl:

blondmark

Saint_Nick wrote: »

It is now 3 weeks since I sent the letter asking for compensation, I had also been corresponding with customer relations via email but as a company they are absolutely shocking and take an age to respond and even acknowledge emails. Yet when you log into the customer relations log each email is marked as closed within 2 days yet no reponse is forthcoming a month later. Will highlighting their poor response rate and customer service on their facebook page illicit a quicker reply?

Also should I now be telling them that I intend to start proceedings in court?

That should have been three weeks ago, but give them 14 days now and then issue proceedings.