Flight delay and cancellation compensation, Thomas Cook ONLY

sging1

supermum4 wrote: »

Why are people still contacting the CAA after numerous post on here advising them not too if you haven't already contacted them then don't as they are on the airlines side not yours!

This week I asked Watchdog to re-visit the story they did on the CAA in May. The rep they had on from the CAA at the time, Iain Osborne, advised that people should not use the courts and use them, the CAA instead as they do not cost anything. He boasted how many cases they were wining for consumers. I also pointed Watchdog to this forum for their research.
Here is a solicitor firms view on the programme.
http://www.simpsonmillar.co.uk/news/news.aspx?newsid=2135#

If enough people do the same they might get the CAA back on which would really be interesting.

Oliver_Klozoff_2

We have received the bog standard template reply, as expected, which wouldn't be so bad except that it ignored our request for reimbursement of extra money paid for food and drink as well. £6 each doesn't cut it at an airport. NBA time.

Furthermore I did find in my investigation our flight was actually delayed the night before, which is amazing considering that no one got a text about the delay until we were at the airport just 3 hours before the scheduled flight. Seriously? And then we got further delayed. It took almost a 24 hour period for them to sort out a departure. The mind boggles.

According to flightstats our flight is late 40% of the time. Pretty impressive for a company who says that

"Please be assured that on-time performance is a key measure for us as a business..."

:rotfl:

Whatever. I am done with your pathetic excuse for a customer service team.

deadpanjohn

supermum4 wrote: »

Why are people still contacting the CAA after numerous post on here advising them not too if you haven't already contacted them then don't as they are on the airlines side not yours!

Because we dont know what else to do. I've had correspondence with TC for almost a year about our 19 hour flight delay,they finished up by claiming EC and informed me our case is now closed. In the same timeframe I've had correspondence with ABTA and CAA, and recently with CAB. Lots of advice from all quarters but no firm guideline on our case. Take it to court without a firm guideline from someone who actually knows ,dont think so.

ninjaz97

ninjaz97 wrote: »

Afternoon All,

Sent in my complaint to Thomas Cook last week re an 8 hour delay in 2009 from Manchester to Dalaman. Requested an update the other day and was told the delay was their fault and a full voucher had been dispatched on Friday, so far so good!

No voucher in hand as yet, but what's the quickest and most reliable way of exchanging for cash? e-mail to customer relations, social media or letter to Bradford, Peterborough, Manchester?

Thanks all, hope everyone has such easy experiences as I did!

Thanks for the advice all - I did phone Thomas Cook and found it to be quite interesting. I asked how much the vouchers (currently in the post to me) were worth, and to my amazement they quoted £150 - £50 per passenger. I was very concerned I was being short changed by quite a hefty amount and that these vouchers were being distributed to fob me off, assuming I didnt know what I was doing. I restated I was looking for 1200 euros as per Regulation261\2004, and they put me on hold. TC immediately changed their tack and have taken my bank details for a transfer due to go into my account next Friday - good news, keep going everyone.

bazaar_2

deadpanjohn wrote: »

Because we dont know what else to do. I've had correspondence with TC for almost a year about our 19 hour flight delay,they finished up by claiming EC and informed me our case is now closed. In the same timeframe I've had correspondence with ABTA and CAA, and recently with CAB. Lots of advice from all quarters but no firm guideline on our case. Take it to court without a firm guideline from someone who actually knows ,dont think so.

the general guideline is you give the airline 14 days via NBA, then file a claim.
Each case is individual and you must assess what you can and want to do. If the airline has given you a reason for the delay and you do not accept that reason or excuse, then you file a claim via the courts.what were the EC they claim?

deadpanjohn

bazaar wrote: »

the general guideline is you give the airline 14 days via NBA, then file a claim.
Each case is individual and you must assess what you can and want to do. If the airline has given you a reason for the delay and you do not accept that reason or excuse, then you file a claim via the courts.what were the EC they claim?

TC told me that my flight problems were classified as EC, despite TC taking all reasonable precautions to prevent the situation. In a follow up I asked who made this decision,how and why was the decision made. I pointed out to them it was up to them to demonstrate how the decision was made and not up to me to disprove it. I also gave them another detailed account of what happened and my opinion that it was the wrong decision. Couple of months later email from TC that the decision has been made ,nothing further to add etc. and the case was now closed.

111KAB

deadpanjohn wrote: »

......and the case was now closed.

Only if you accept it is - TC may consider it closed but you can re-open by either taking them to Court yourself or using a NWNF firm.

leia74

Received a refusal to pay compensation letter today from Thomas Cook. Flight TCX6038 Newcastle to Bourgas on 28/6/13. They are claiming extraordinary circumstances. I have lodged a complaint with the CAA however a lot of the posts about the CAA on here don't seem to inspire me. I may have to take Thomas Cook to court. That said, how do I find out the exact 'technical problem'. What information am I entitled to know. I have found out through a thread on this forum that our flight was delayed at it's previous destination. It then took off but had to divert to Barcelona due to further technical problems.
I have a sneaking suspicion that we were delayed overnight because Newcastle airport closes overnight. Thomas cook chose to delay us 13 hours instead of getting us another plane from their fleet. A Thomas cook plane sat out on the tarmac overnight but they chose not to use it.
Also where can I find out how often a flight is delayed?

friendofbillw2

deadpanjohn wrote: »

Take it to court without a firm guideline from someone who actually knows ,dont think so.

Well, that's that then. If that's your attitude, walk away.

But please bear in mind this is exactly what the airline want you to do.

In cases of technical failures, they have to be dragged kicking and screaming through the only process that will end up with you getting the compensation you are due.

You cannot force them to give you full details and defend their position. Unless, that is, you attack them. And the only way you can do that is to take them to court - either with a pre action disclosure request or straight to a claim.

If you still want to resign, that's fine. Otherwise, it's your move my friend.

Mark2spark

Well I also read that but couldn't muster an answer against someone who thought a year of letter writing was a better bet.