Flight delay and cancellation compensation, Thomas Cook ONLY

Vauban

Sging1: Good answer, well put!

tigertrumps2

TCX124 Las Vegas 33 Hour Delay Update

Talk about leaving things to the wire. Saturday 24th was the 28th day that TC had, to file their defence after disputing my claim via MCOL. Got home from work on Saturday and have received a letter from Travlaw Solicitors who have taken over the case, TC must be drowning in claims if you ask me !!! Also on Sunday i suddenly remembered of a flight delay from January 2012 where we were delayed 18 hours from Cuba back to the Uk, i bet TC will claim EC'S on this flight to ?????

dblue75

pretzelnut wrote: »

This is what i don't understand, i provided them with all our names and DOB's, the flight numbers both ways.

I don't know why they cant find us.

Do you think if i called them they would be able to help?

How do I get the information via freedom of information, is that the same as a subject access request?

I emailed them yesterday with the MSE template inc my details, flight number, travel dates, airports etc....inc delay for return flight. This morning I called them and they could not trace me ( some of their records only go back to 2011 ) I explained records must be kept, if nothing else...in order to check against claims. I am an Immigration Officer and know manifests have to be kept for CAA purposes I am sure and explained this. The customer relations person apologised and stated archived records are indeed held and can be requested in writing to : Customer Relations Dept, Thomas Cook UK and Ireland, 2/4 Godwin st, Bradford BD1 2ST.

I came off the phone and had received an email...quoting my flight booking ref and an allocated case number. So I now await a thanks but no thanks...or more info required etc....

steve1500

dblue75 wrote: »

I also have none of the above due to the flight being 3 years ago. I emailed them and they responded with my booking reference today (within 24 hours) I am awaiting the standard letter you have received though. They must keep records of who was on their flights etc....at the very worst...I am sure a Freedom of Information request would get the details requested ?

FoI is only applicable to the Public Sector so CAA Yes TC no

pretzelnut

dblue75 wrote: »

I emailed them yesterday with the MSE template inc my details, flight number, travel dates, airports etc....inc delay for return flight. This morning I called them and they could not trace me ( some of their records only go back to 2011 ) I explained records must be kept, if nothing else...in order to check against claims. I am an Immigration Officer and know manifests have to be kept for CAA purposes I am sure and explained this. The customer relations person apologised and stated archived records are indeed held and can be requested in writing to : Customer Relations Dept, Thomas Cook UK and Ireland, 2/4 Godwin st, Bradford BD1 2ST.

I came off the phone and had received an email...quoting my flight booking ref and an allocated case number. So I now await a thanks but no thanks...or more info required etc....

I just phoned and had the rudest person on the phone ever. Denying that they hold any records whatsoever.

I will email a reply back with some of what you have said. See what they say.

dblue75

steve1500 wrote: »

FoI is only applicable to the Public Sector so CAA Yes TC no

I stand corrected....apologies...Looks like either email TC like I did...OR write to them asking them for historical data that they obviously hold.

steve1500

pretzelnut wrote: »

This is what i don't understand, i provided them with all our names and DOB's, the flight numbers both ways.

I don't know why they cant find us.

Do you think if i called them they would be able to help?

How do I get the information via freedom of information, is that the same as a subject access request?

Freedom of Information is all about asking the Public Sector what they hold & can I have a copy.

Certain Public Sector information will be with held, these are known as exemtions - very common exemption is asking if a member of staff has been disciplined. 9 times out of 10 you wouldn't get the answer.

Data Protection allows you to demand a copy of all of the information an organisation holds about you for £10 with certain exemptions, if it includes 3rd party you can't have that unless you have consent of the 3rd party.

We flew 3 years ago went to Travel Agent they pulled info up straight away and gave us booking reference.

steve1500

pretzelnut wrote: »

I just phoned and had the rudest person on the phone ever. Denying that they hold any records whatsoever.

I will email a reply back with some of what you have said. See what they say.

I think they would have a small problem with more Govt organisations than I care to think of.

Financials must be held for six years. For that you need to know who was on the plane & how much they paid!!

dblue75

pretzelnut wrote: »

I just phoned and had the rudest person on the phone ever. Denying that they hold any records whatsoever.

I will email a reply back with some of what you have said. See what they say.

Here is the email from TC this morning to me. Of course they hold records. Ask to speak to a manager to start with....

Dear Mr D****

Thank you for contacting Thomas Cook. I have checked on our systems and found the following details of your holiday:

Booking reference - X******J

Outbound flight number - TCX87K

Please quote your booking reference when formally making a complaint. A case has been created for you and forwarded to the flight delay department.

Kind Regards,

R******* *****

Customer Relations

Don't just book it. Thomas Cook it.

fossman

Hi everyone

We got a 6 hour 30 minute delay yesterday flying back from Corfu, the reason given was a bird strike which caused damaged to the planes nose cone.

I have done some research today and it appears that the plane that was damaged was due to fly to Menorca so Thomas Cook sent our plane to Menorca and back before it came to fetch us.

I have drafted the compensation letter using the template, should I include the information I have found today or hold it back for future use?