Flight delay and cancellation compensation, Thomas Cook ONLY

summers2604

Hi Everyone

Would just like to thank you all for your help.

I received a voucher from Thomas Cook for £1069 after being delayed for only 5 hours in Egypt last year. I just asked them for a bank transfer and money was in my account 7 days later.

Hope you all have the same success.

x

CharlieBoff

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

Hello. I and my family were also on this flight. I am intending to claim using the EC Regulation 261/2004 template letter. I would prefer to use normal post, but there is some uncertainty about Thomas Cooks snail mail address. They say on their forum that their Bradford address is no longer open and dont give any alternative, apart from telling customers to use the on-line form. Nevertheless I am intending to try sending the letter as registered/proof of delivery etc. and see if it gets anywhere. Unless any one else on this forum thinks that the on-line form is OK to use and thats the way I should proceed?
Thanks in anticipation.
PS Mereside Moaner, you can PM me if you wish to discuss further.

MelindaC

cawman45 wrote: »

This is a transcript of my correspondence with TC on line chat;

[Me] I understand your Bradford Customer Service office has closed. What is the address now for correspondence regarding a registered complaint regarding flythomascook.com originally being handled by your Bradford office?

[Brian] Hi, my name is Brian and I will be assisting you today.

[Brian] Thomas Cook Inmoor Road Birkenshaw West Yorkshire BD11 2PS

[Brian] This is our new address.

[Me]; Thanks very much Brian, is this also the address for legal correspondence; I have at the moment the the address; Flythomascook.com
Thomas Cook Retail Limited
The Thomas Cook Business Park
Coningsby Road
Peterborough
PE3 8SB

[Brian] Please use this address: Head Office - 01733 417 100
(new user can't post links or quote them)
address: 6th Floor South
Brettenham House
Lancaster Place
London
England
WC2E 7EN

We have since used this Head Office address in London, FAO the Company Secretary, for correspondence including NBAs and have had replies from "The Directors' Office" (usual baloney culminating with TC saying 'we'll see you in court') but none of the paperwork has had any address on it..

Just had a Thomas Cook online chat with Brian myself and he gave me all different addresses to what he told you! He said he had no information of an address change. I mentioned that the Bradford offices had closed and he said nope they opened up again last week.

??? :mad:


10:46:32 [Brian] Hi, my name is Brian and I will be assisting you today.
10:46:59 [Brian] Thank you for choosing to chat with us today. How can I help you ?

10:47:08 [CM] I understand your customer service offices have moved. What is the address now for correspondence regarding a registered complaint regarding your airline?
10:47:51 [Brian] You need to contact my colleagues from the customer relations department online from this link:
(new ueser can't post link, just their
or over the phone on xxxx xxx xxxx. Alternatively, you can write them to: Thomas Cook Customer Relations, 2-4 Godwin Street, Bradford, BD1 2ST. They will be able to fully assist you.
10:48:25 [CM] But your Bradford offices have closed?
10:48:45 [Brian] They are open again.
10:49:11 [CM] Is this also the address for legal correspondence; I have at the moment the the address; Flythomascook.com
Thomas Cook Retail Limited
The Thomas Cook Business Park
Coningsby Road
Peterborough
PE3 8SB

10:51:07 [Brian] Yes that is the correct address.
10:52:53 [CM] That is interesting. Just the other day, someone else on our flight contacted you and was told to use different addresses than the two you are telling me to use. Why is this? Incidently they were chatting with you also.
10:54:53 [Brian] The address for legal correspondence can be found on our website. Please follow the link:
(new user can't post link)
The complaint address have been reopened again last week: Thomas Cook Customer Relations, 2-4 Godwin Street, Bradford, BD1 2ST Fax - xxxxx xxx xxx
10:55:58 [CM] Ah. The person I was chatting to started court proceedings with the legal correspondence address and then Thomas Cook went ahead and filed a change of address. Can you tell me why this is?
10:59:28 [Brian] We have no information of address change.

....:rotfl:

Holy cheeseburgers ... what the heck is going on? Bradford is closed, Bradford is open, or they're just giving out false information?

Oliver_Klozoff_2

Centipede100 wrote: »

Why don't you just stick to the registered offices at peterborough?!!!!

Correct me if I'm wrong but haven't people been getting notification that Thomas Cook requested a change of address when using this address? Mummykate had this happen to her, see post #3396.

Mummykate

I sent mine to registered office and now they have notified the court of a change of address

Mummykate

Still unsure of what to do next email sent yesterday no reply yet how long would you leave it?

jojooneill

We flew to Tunisia in July with Thomas Cook. Emergeñcy landing at Manchester due to bird strike on the way there. Accidents happen. At least a 3h50 delay on way back. Sent off template- Thomas Cook state delay wasn't long enough to complain. Issuing a second letter - will let you know how we got on.

JPears

Mummykate wrote: »

Still unsure of what to do next email sent yesterday no reply yet how long would you leave it?

Resend email asking for aknowledgement and give them a firm time window, say 48 hours, for reply on your email.

Oliver_Klozoff_2

Centipede100 wrote: »

That's fine, but I was responding to the poster concerned.

If the airline's cust servs team cannot give a straight answer then default to the registered office address. Once the claim is underway and the airline gives a specific address with which to correspond then clearly switch to that one.

I for one, and I know others agree as we've pm'ed each other, do not wish to give these clowns a chance to change the address. It seems like a dirty trick IMHO that they would try to do that when you use their registered address.

Vauban

Except that:

A) the airline hasn't moved house; and thus
the change of address should not be used to try and reopen a default judgement (which is what the OP suspects this is about).