Flight delay and cancellation compensation, Thomas Cook ONLY

GEORDIEJOHN1982

Our flight from sharm el sheikh back to Newcastle was delayed 23 hours because something was wrong with the plane and had to wait for it to be fixed. They made us sit in the airport all day and we were not aloud out the door, then we were told we were going to be put up in a hotel for the night Our bags got dragged about that much all our presents for our family were smashed to bits not to mention the Thomas cook staff all hiding from everyone. But that was june2013 and not in the EU, Anyways I just thought I may be able to claim some money back but reading the MSE article I'm not sure now!

Anyone think I have a chance?

Vauban

GEORDIEJOHN1982 wrote: »

Our flight from sharm el sheikh back to Newcastle was delayed 23 hours because something was wrong with the plane and had to wait for it to be fixed. They made us sit in the airport all day and we were not aloud out the door, then we were told we were going to be put up in a hotel for the night Our bags got dragged about that much all our presents for our family were smashed to bits not to mention the Thomas cook staff all hiding from everyone. But that was june2013 and not in the EU, Anyways I just thought I may be able to claim some money back but reading the MSE article I'm not sure now!

Anyone think I have a chance?

The Regulations cover you, because it is an EU airline flying to an EU destination. But TC are likely to resist paying, claiming (incorrectly) that tech problems are "extraordinary circumstances". So you are likely to have to take them to court (or get a NWNF lawyer to do it for about 30% of your award).

Start with the FAQs on page one, including the first link "What to do next".

Cite

Centipede100 wrote: »

I am starting this thread for those claiming flight delay or cancellation compensation from Thomas Cook.

Any posts regarding any other airline in this thread will be ignored (at least by me).

Hi do you know if I have to accept travel vouchers instead of sterling from Thomas Cook where my flight delay compensation is concerned I have received compensation in the form of a travel voucher but would like sterling instead

steve1500

Cite wrote: »

Hi do you know if I have to accept travel vouchers instead of sterling from Thomas Cook where my flight delay compensation is concerned I have received compensation in the form of a travel voucher but would like sterling instead

Can most defintely have coin of the realm

Nikkinoosh

Hi any luck with this flight TCX2869??

I am trying too but being fobbed off

Nikkinoosh

Anybody had any luck with the flight TCX2869?? Was delayed 19 hours from Dalaman to Manchester.

Received this fobbing off letter in June this year.

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.



Kind regards,

Carole Kennedy Black

Complained to caa who told me they have referred it back to thomas cook, so complained again to them and received this on Friday.

Thank you for your further correspondence. As stated in my previous email a decision has been made on your claim.

I have looked into the information that we hold at this time, and, as far as I can see there has been no change in the status of your flight delay. When the CAA do contact us this goes to a specific internal department that have close ties to the airline and are in touch with them daily regarding other flight delays.
If there is any change to the status of your delay after Thomas Cook Airlines and the CAA have looked at it, the team that deals with them will be in touch directly with yourself in the course of time, but until such times as this happens we are standing by the current decision on your delay.

If we can be of any further assistance please do not hesitate to contact our department again.

Kind Regards,

Cheryl Moran


What should my next step be?? Missed my best friends wedding because of this delay and had 3 kids under 7, my eldest has several illnesses and ended up in hospital on our return because only took his medication for the duration, was all a nightmare and it felt like we hadn't even been away

111KAB

Nikkinoosh - just get on with it and take them to court. They deserve to get stuffed by you and the judge.

pretzelnut

Ok so, Thomas cook, first replied with the same letter above siting a technical nature, So i replied back asking for exact details of the technical fault and why it was exceptional circumstances.

I just got this reply:
Thank you for your recent email in regards to your flight delay.

As a result of a further investigation into your delay we have found that the delay was caused by the Ash Cloud compensation would not be payable for your delay in line with the regulations.

Kind Regards,

Ross Milne


So we have gone from technical, to ash cloud, and I'm just supposed to believe them?

Where does this leave me now?

catryn

catryn wrote: »

Hi, my son has been told
'On arrival at the airport engineers found a gouge in the forward cargo door skin forward area of the door. Damaged assessed as per the Structural Repair Manual (SRM) None Destructive Testing (NDT) check required and carried out by an external agency. Airbus tech support contacted and authority issued to continue in service. Area re-worked and re-protected as per SRM. Concession issued for tracking purposes.

Due to the nature of the delay we do not believe that a payment under the rules of the scheme is relevant in this particular case. etc'

Can anyone please advise if this is worth fighting?
Thank you

Hi everyone, we have heard back from Thomas Cook who state

'Summary of Delay for CRE purposes:

On arrival at LGW engineers found a gouge in the forward cargo door skin forward area of the door.
Damaged assessed as per the Structural Repair Manual (SRM)
None Destructive Testing (NDT) check required and carried out by an external agency.
Airbus tech support contacted and an authority issued to continue in service.
Area re-worked and re-protected as per SRM.
Concession issued for tracking purposes.

The airline has confirmed that this delay is covered by extraordinary circumstances, as the cause of the delay could not reasonably have been foreseen.'

Is this correct? Thank you for all the help that has been received so far.

Vauban

pretzelnut wrote: »

So we have gone from technical, to ash cloud, and I'm just supposed to believe them?

Where does this leave me now?

Easy. You take them to court, and force them to divulge the true cause of the delay. Or you walk away.

Was your flight during the time of the ash cloud disruption? If so, it is likely to be regarded as extraordinary.