Flight delay and cancellation compensation, Thomas Cook ONLY

happytel

I have sent Thomas Cook a claim for compensation for a delay of 8-1/2 hours to Lanzarote in Oct 2013 by email on 10 November 2013 for a reply within 14 days, as yet had no acknowledgement or reply to the email, has anyone had the same problem or should I chase them.

Caz3121

try the Thomas Cook thread

David_e

happytel wrote: »

I have sent Thomas Cook a claim for compensation for a delay of 8-1/2 hours to Lanzarote in Oct 2013 by email on 10 November 2013 for a reply within 14 days,

What did you say you would do if you didn't get a response within 14 days?

happytel wrote: »

has anyone had the same problem or should I chase them.

Read the TC thread and the FAQs and you'll get the picture.

jennifer88

So Thomas Cook have agreed to pay me compensation for my delay from Manchester to Calgary...but they will not accept my proof of flying. Thomas Cook say I need my ticket or invoice which I did mention to them that neither of these actually prove I flew.

I know they have record of my booking reference as I was able to get that from a Thomas Cook travel agent, I have a Thomas Cook bar code still stuck inside my passport with date, my name and flight number printed.

Has anyone else had this problem?
I was thinking about making a request under the data protection act which costs £10, or threatening small claims court.

Thoughts welcome

fightingalltheway

I have now filed a claim with Bott & Co and am hoping that they will be able to help me with my claim. Due to recieving two letters from TC for the same flight with two different reasons for the delay, im hoping this will be an easy case for them.:)

pretzelnut

Welshy89 wrote: »

This is the response I have had from Thomas Cook....

I am writing in response to your letter regarding your recent travel arrangements with Thomas Cook.

Initially, I would like to apologise for the disruption to your flight plans. Please be assured that a lot of work goes on behind the scenes to ensure that any delays are kept to an absolute minimum, as we do fully understand the inconvenience and frustration these can cause.

It is not always immediately apparent as to when a revised take off time can be secured and a number of factors have to be considered, which quite often rely on outside influences, such as Airport Authorities or Air Traffic Control. We do appreciate the importance of communication, and I would assure you that information is passed onto our customers as quickly as possible, through our handling agents at the airport.

Having carried out a full investigation the specific circumstances surrounding the delay to your own flight were of a technical nature. These were extraordinary, in that Thomas Cook took all reasonable precautions necessary to avoid the situation, and despite our proactive measures the problem could not have been prevented. All our aircraft are maintained to a very high standard, in line with CAA regulations, however, despite these steps, mechanical failures can arise without prior warning. These unpredictable events can be likened to those we encounter with our own cars, despite having full service histories, or MOT’s.

In line with Regulation 261/2004 a payment of compensation would not be considered applicable 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.

Any Advice one what to do now .....

I just got this email today after 12 weeks of waiting for a response. I have just put all my details into Bott & Co so that they can deal with it for me.

JPears

jennifer88 wrote: »

So Thomas Cook have agreed to pay me compensation for my delay from Manchester to Calgary...but they will not accept my proof of flying. Thomas Cook say I need my ticket or invoice which I did mention to them that neither of these actually prove I flew.

I know they have record of my booking reference as I was able to get that from a Thomas Cook travel agent, I have a Thomas Cook bar code still stuck inside my passport with date, my name and flight number printed.

Has anyone else had this problem?
I was thinking about making a request under the data protection act which costs £10, or threatening small claims court.

Thoughts welcome

Stern letter ltelling them to stop playing silly !!!!!!s and pay up! Send a copy of that passport barcode. Threaten them with a SAR, which costs them alot of man hours and leaves them open to reporting to the Information Commisioner if there are any errors

Aldous_2

Hello,

I've got a quick question. TC, not unsurprisingly, turned down our initial claim for compensation (~7 hour delay).

In order to move this forward, I'd like to complain the CAA/ECC - which one do I complain to?

The flight was departing Tenerife and arrived in Glasgow.

richardw

Start the court process with a NBA and read the FAQs at the start of this thread.

Aldous_2

richardw wrote: »

Start the court process with a NBA and read the FAQs at the start of this thread.

You'd advise doing this instead of appealing to the CAA/ECC?

Can I ask why, out of curiosity?