Flight delay and cancellation compensation, Thomas Cook ONLY

grazzzz

fightingalltheway wrote: »

We were delayed 5 1/2 hours on a flight with Thomas cook from Turkey to Gatwick in July 2012. After being picked up late from the hotel and finally arriving at Antalya airport we only knew of the delay once we tried to check in. There were no Thomas cook representives at the airport and we were told that our plane that we were due to fly on was broken and they were having to send two smaller planes from somewhere to take us home. All passengers would have to be split onto two different flights, one leaving at an earlier time and one not till the early hours of the morning. After fighting for two hours to get onto what we thought would be the earlier flight (having 3 children the youngest being 11 months at the time ) we were checked in and sent through passport control. No offer for vouchers for food or drink were given and no representives from Thomas cook were there to give any infomation. In total we were in the airport for over 7 hours and in the end the earlier flight we were booked on was delayed again and took off at the same time as the later flight. in total we arrived back at Gatwick 5 & 1/2 hours later than our original planned time.

We were a party of 7 people flying together on the same flights and booked on the same holiday however we were booked under two different booking references to allow us to fit in the hotel rooms. My mum and dad and my son on one booking ref and my husband, myself and two daughters on the other.

I have filled in the complaint form for compensation from this site and sent it off to Thomas Cook. Firstly we both recieved the letters stating they were opening our case but now have both recieved the standard letters stating no compensation is due.... The difference though is the letters are the same apart from the reason that they are giving as to why they are not paying out. One letter states it the usual technical issues and the other states its due to adverse weather conditions!!!

There cannot be two reasons for the delay and as all of us were on the same flight I know that it was not due to adverse weather conditions. They have made a mistake by sending out any excuse they can and cannot even get the letters right for both of our bookings.

I have sent a letter back now to Thomas cook stating that im very disatisfied with their response and their poor customer service is still continuing. I know they are only trying to fob me off and ive told them it wont work. Ive logged a complaint now with the CAA to try and find out the real reason for the delay and advised them I have done this.

I am awaiting both their response's.

Does anyone have any info they could share with me on this to maybe help with my case, anything would be much appreiceated. thank you

My flight was in 2009 same airports but 15 hour delay you can write to the Caa however I wrote in November and still have only had one email in May saying that there busy with lots of enquirers so your wasting your time .court is the only way

Mummykate

Do they reclaim costs from you if they win ??

maghater

Mereside_Moaner wrote: »

Any help appreciated.

Due to fly at 12.05, sat on plane for hour told problem with air conditioning. Then taken back to gate told would update at 15.30 so taken back to departure lounge. Back to gate to be put on another aircraft, flown to Gatwick where would pick up new crew to fly to Tenerife. This was a free for all as passengers were told they could sit anywhere even though we had paid to reserve seats in row 8. Landed at Gatwick at approx 18.00. New crew just boarded when announcement by Captain " we have smoke on left hand side of aircraft, everyone needs to leave the aircraft, get out now" this caused complete panic! My party of 5 were now sitting in row 33,
in the panic a passenger opened the emergency door which released the escape chute. My elderly parents were both injured as they landed on the Tarmac. They were both have medical reports from a paramedic. After another 2 hours we had to go back through passport control collect our luggage and queue for 2 hours in the entrance tunnel to stay a short night in the Hilton. Eventually at 07.00 on the 24th we took a third plane to Tenerife landing at 11.30.
Was told by one of Thomas Cooks stewards the first aircraft had a problem on its previous flight and in fact they had been waiting for part to arrive, nothing to do with air conditioning. They took a gamble it would be fixed in time, which did not pay off!

I am looking to claim for the delay. Does anyone know if I could claim for the injuries to my parents as I have been told the Captain did not give the code for the chute to be deployed. If we had been sat in our reserved seats we would have disembarked via the front door thus with no injury.

Many Thanks

Concentrate on the flight delay compensation, start off by copying one of the template letters you will find at the start of this thread. If you wish to chase a personal injuries claim as well, keep it separate, and I would advise using a NWNF law firm for such an action

Louisa_Jane_2

Hi - this is a bit of a long shot I think, but I would be grateful of some advice.
My family and I (5 of us) flew to Sanford, Florida in 2008 with Thomas Cook and I remember being delayed 2-3 hours outbound. I remember it being announced that they needed to replace a part on the plane and there would be an hours delay leaving. We left the gate to go back to the departures lounge and have a look around the shops, only to return to the gate and being told it was going to be another hour or so.
Anyway, having heard that it is now possible to claim some compensation, I found our tickets and had a look on the FlightStats website, only to find that the delay was not how I remembered it - either my memory is not as it used to be (highly likely!) or the results have been entered wrong?
It states:
Departure Sched 9.35am
Actual 10.30am
Arrival Sched 11.35am
Actual 3.00pm
Status Landing 205 minutes

Now my question is - how can a plane that only left 55 minutes late, be over 3 hours late landing? (other stats for that day include a Monarch flight that was 5 hours late leaving and yet only 50 mins over schedule. Is it worth me putting in a claim?

Vauban

Louisa_Jane wrote: »

Now my question is - how can a plane that only left 55 minutes late, be over 3 hours late landing? (other stats for that day include a Monarch flight that was 5 hours late leaving and yet only 50 mins over schedule. Is it worth me putting in a claim?

Write to the airline and make the claim in the normal way - if it wasn't three hours late on arrival they will tell you so!

friendofbillw2

Mummykate wrote: »

Do they reclaim costs from you if they win ??

Yes, the airline can certainly claim costs if you lose. It ultimately depends on what the judge orders. Play ball throughout the proceedings, follow the Civil Procedure Rules and don't do anything stupid and if there is an award of costs it is likely to be limited.

Louisa_Jane_2

Vauban wrote: »

Write to the airline and make the claim in the normal way - if it wasn't three hours late on arrival they will tell you so!

Thank you, now which is best - do I use the template letter and post it or fill in the online form on the Thomas Cook website (EU regulation 261/2004)? - I followed the link from the MSE email.
http://www.thomascook.com/customer-relations/

Vauban

Louisa_Jane wrote: »

Thank you, now which is best - do I use the template letter and post it or fill in the online form on the Thomas Cook website (EU regulation 261/2004)? - I followed the link from the MSE email.
http://www.thomascook.com/customer-relations/

Up to you - I think the website is easier (but take a screen shot before you send!).

And if you don't get a response within 28 days, send them a snail mail NBA.

wigglefish123

Hi

Apologies if I'm asking questions I should know the answer too but really want to check that I'm not going mad based on TC's response to my claim.

Back in 2010 we were flying back from Tenerife to Birmingham and the flight was first delayed for 3-4 hours due to a problem with the PA system onboard the plane. They then decided they couldnt fix it and took us to a hotel for 3-5 hours. We then went back to the airport and were put on a flight to Manchester and then coached from there to Birmingham. I'm not sure on the total delay if you take the initial flight departure time and when we took off to Manchester but its approx 12hrs.
I submitted the claim and have had first a response saying that the delay wasn't long enough to qualify for a claim. I wrote back asking them to look again and was then told it was extraordinary circumstances and not their problem. I then emailed to say that it was a fault with the PA system and something they should of maintained correctly etc etc and I've now had another email saying that they are now denying the claim because the delay wasn't long enough (exactly the same email they sent me the first time).I've spoken to them on the phone and they have confirmed it is being denied because the delay wasn't long enough and that I need to go to the CAA!

Any thoughts appreciated do I proceed straight to 14 day letter of court action?

Wiggle

Mummykate

Someone help me unsure if what to do I've just called mcol (judgement was issued last week through default and Thomas cook notified the court of a change of address the day after which makes me think they are going to ask for it to be set aside ) they have not done soon yet unsure if I should move onto the next stage a which is a warrant what would you do put a request for a warrant or just wait dont want to waste money doing this if they are just going to get it put aside ???