Flight delay and cancellation compensation, Thomas Cook ONLY

lwyatt2001

hi i have complained to TC about my delayed flight from fuerteventura of over 7 hours how long should i leave it before i get back on to them

julie72

does anyone know email adress for CAA?have been fobbed off by thomas cook over seven hour delay.

Fewhit

Hi there, I have been reading the forum and thought I would share my experience of TC re compensation from flight delays.

Five of us travelled from Manchester to Sanford in 2008 and the outbound flight was delayed causing us to arrive 13 hours late. I sent TC the MSE template letter on 05/01/2013 to which I received a standard response back on 18/01/2013 saying that I could not get compensation as I needed to complain within 28 days of return from holiday. I sent another letter to TC on 24/01/2013 threatening CAA and court action after 14 days. As I have not yet heard back from TC I have just drafted my CAA letter which will go in tomorrows post.

It's so annoying TC dragging their feet. I wouldn't mind but I kept copies of all documentation including boarding card and a copy of TC flight delay confirmation letter stating that it was a technical (mechanical) problem affecting the aircraft. I'm glad I did now!

I think it is a bit hit or miss whether or not TC decide to pay out at this time. I'll keep you all updated.

DJMSJM

Fewhit wrote: »

Hi there, I have been reading the forum and thought I would share my experience of TC re compensation from flight delays.

Five of us travelled from Manchester to Sanford in 2008 and the outbound flight was delayed causing us to arrive 13 hours late. I sent TC the MSE template letter on 05/01/2013 to which I received a standard response back on 18/01/2013 saying that I could not get compensation as I needed to complain within 28 days of return from holiday. I sent another letter to TC on 24/01/2013 threatening CAA and court action after 14 days. As I have not yet heard back from TC I have just drafted my CAA letter which will go in tomorrows post.

It's so annoying TC dragging their feet. I wouldn't mind but I kept copies of all documentation including boarding card and a copy of TC flight delay confirmation letter stating that it was a technical (mechanical) problem affecting the aircraft. I'm glad I did now!

I think it is a bit hit or miss whether or not TC decide to pay out at this time. I'll keep you all updated.

You can email the CAA on passengercomplaints@caa.co.uk

pandaspot

lwyatt2001 wrote: »

hi i have complained to TC about my delayed flight from fuerteventura of over 7 hours how long should i leave it before i get back on to them

Were you flying to cardiff?

Tiggifarfar.

3rd same acknowledgement letter received today from TC lol, guess they're still looking into things or stringing this out.

chili2001

Tiggifarfar. wrote: »

3rd same acknowledgement letter received today from TC lol, guess they're still looking into things or stringing this out.

I think it's the latter. It really shouldn't need an investigation into a flight delay to award you compensation (or not as the case may be!). Just give them a further 14 days and start court action.
They are seriously taking the !!!!!

DJMSJM

10 days after the last letter I rec'd from Thomas Cook (see post 229) I have rec'd another saying

We write further to our recent acknowledgement.

We are sorry for the delay in responding to this case, however, our review of your case is taking longer than anticipated. Please rest assured that the matter is in hand and upon receipt of any outstanding information, the Customer Relations Executive dealing with the case will contact you again as soon as possible.

Once again, we apologise for the delay with our full reply.

..............

Not sure how long it takes to look up the records of a 2010 flight to see that 'yes' it was delayed and for whatever reason.
Oh well, I suppose I should be grateful they are talking to me

lwyatt2001

pandaspot wrote: »

Were you flying to cardiff?

i was flying to bham this was in april 2011 x

CURRYPOTTY

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. These situations can be compared to the maintenance of your own car, which can break down at any time without prior warning, regardless of it's 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 261/2004. 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 I hope that despite this, your stay was found to be an enjoyable one.

IM A LITTLE CONFUSED WITH WHAT I SHOULD REPLY WITH.