Flight delay and cancellation compensation, Thomas Cook ONLY

cons

how long does it usually take for a reply from first email

i sent email 2 days ago and instantly got

"our request has been received, and is being reviewed by our Customer Relations Team."

but nothing since, do i just wait 14 days then go from there

chili2001

Deborah439 wrote: »

Apologies if this is in the wrong place, I've never used a Forum before!
I have used the template for claiming from Thomas Cook, and they have replied that they need either the confirmation invoice, ticket booklet or boarding cards to prove we were on the flight. The delay was in 2009 and I don't have any of those now. I am sure they must have access to flight records to verify that we were on the relevant flight, but obviously have a vested interest in being obstructive in this!
Any advice/ information anyone can offer on either how I might get hold of the info, or any legal obligation TC might have to help would be appreciated. Thanks

Do you not have any emails at all going back to then? Have a look on your email server because even if you have deleted them from the computer they may remain there. How about bank statements or passport stamps?

Mark2spark

Deborah439 wrote: »

Apologies if this is in the wrong place, I've never used a Forum before!
I have used the template for claiming from Thomas Cook, and they have replied that they need either the confirmation invoice, ticket booklet or boarding cards to prove we were on the flight. The delay was in 2009 and I don't have any of those now. I am sure they must have access to flight records to verify that we were on the relevant flight, but obviously have a vested interest in being obstructive in this!
Any advice/ information anyone can offer on either how I might get hold of the info, or any legal obligation TC might have to help would be appreciated. Thanks

Write back and give them 14 days notice to settle, or you'll commence a court claim, where they will be required to prove that you wasn't on the plane.
They have the passenger list so it's just another obstacle placed by them. It's up to you if you want to play their games and be strung along by them.

ShazzyB74

Hi

I sent a letter by registerd post on 14th February and also an email and got a reply via email on Tuesday of this week so thats less than a week. The repsonse basically said they are investigating and would respond within 28 days.

I will post when I get a response. Does anybody know if they will actually adhere to the 28 days?

Thanks

alberto2012

Hi. I really hope sumone can help.

My wife and I would like to claim compensation through T.Cook.

Il keep it short.

Flight from Glasgow to Calgary on 29th july 2009

Flight was delayed for over 20 hours..

Put up in glasgow hotel, Got re-issued tickets / boarding passes on morning of 30th july with DIFFERENT flight numbers.

Communications with T.cook were a joke, even after complaint letter after holiday.

I have checked through flight stats that the only flight from GLA - CAL on the 29th was recorded as CANCELLED..

So, do we claim compensation for cancelled OR delayed flights?

And how do we do this without (unfortunately) NO old/previous correspondence or proof of our horrible experience??

Please help

alberto2012

Centipede100 wrote: »

It matters little whether you claim for a delay or a cancellation since the compensation would be the same in either case. Write to the airline with your claim and as many details as you can remember

Thanks for reply

We have checked flight details using flightstats,

But this is the only way we can confirm details.

Is there any other method to get proof? will the claim be entertained without any proof?

Thanks

blondmark

pigeonpants wrote: »

Hi after a follow up email to TC I recieved the following reply.
The flights were part of a package holiday booked through Direct Holidays (part of TC group). I thought that my compensation claim was through the package operators not the chartered airline?

Thanks for contacting Thomas Cook Customer Relations.

I have recently received your e-mail regarding your flight delay. As I was assessing your case, I can see that it was not a Thomas Cook flight that you were on, for any compensation claims under Regulation 261, you have to go to the airline that supplied your flight, in this case Excel Airways.

As of September 2008 Excel airways entered into administration so any queries regarding money owed or compensation due would have to go to the Civil Aviation Authority. You can contact them by going to https://www.caa.co.uk.

I hope this helps.

This appears to be an issue of Thomas Cook passing the buck, but that doesn't necessarily mean you will win your claim. If, as you say, the flights were part of a package holiday booked through Direct Holidays (part of TC group), then the tour operator would be responsible for anything that goes wrong, provided it was not entirely outside their control.

The Package Travel, Package Holidays and Package Tours Regulations 1992, (SI 1992/3288), requires that tour operators are responsible for ensuring their holidays go ahead as booked, or provide alternative holidays, other arrangements or refunds.

However, the right to compensation may well be excluded as a result of ‘unusual and unforeseeable circumstances’ beyond the tour operators’ control, which could not have been avoided.

Finally, if you paid for your holiday or part of it by credit card, you may be covered by refund arrangements from your credit card issuer under s.75 the Consumer Credit Act 2006. You would need to argue that the airline breached the contract it had with you because it was an implied term that your flight would not be seriously delayed.

Maybe raise these two points with your CAB.

zzzLazyDaisy

First apologies if I ask stupid questions, I have read up but have simply confused myself!

I was booked onto a Thomas Cook flight from Dalaman to Manchester on 24th September 2012, flight no TCX248, due to depart 12.05 am (Turkish time) and land in Manchester 2.35am (UK time). The booking desk did not open, and the flight did not leave. We were stranded at Dalaman Airport with no food or information until about 2am when we were taken by buses to local hotels. The following morning we were given breakfast and then returned to the airport. We finally left Dalaman about 3pm on 25th September, from memory.

I have checked the flightstats website, which records that the flights were cancelled, and gives the code 757.

I still have my emailed ticket confirming my flight.

So my first question is, was anyone else on this flight, and have you had any success?

My second question is that I have been told that because my flight was cancelled, and not merely delayed, I have no entitlement to compensation.

Thanks for any pointers.

Dx

zzzLazyDaisy

That's really useful, thank you. Right I guess I'd better get writing :-)

dene-aldo

Just received a copy of the letter handed out to all passengers on arrival at Manchester after our 21+ hour delay from Dalaman, Turkey 21/09/2012 which was issued to assist a claim to our travel insurer. My insurer was very co-operative and understood the need for as much evidence as possible to corroborate a claim for flight delay compensation. I have forwarded a copy of the letter to TC and await their response. The letter from TC on arrival MAN reads:

Dear Customer

We are sorry for your extended delay to your flight to Manchester. As you will know, this was due to an operationally significant defect which required rectification prior to further flight.

As well as offering our apologies for this disruption, below is confirmation of the flight times in case you hold travel insurance which covers for delays of this nature. If so, you will need to obtain a claim form from your insurance company and then attach this letter as proof of the actual departure time. (Most policies are based on departure rather than arrival times). For the insurance companies' benefit, timings are given initially in GMT. For local times, add 3 hours to GMT for Dalaman and add one hour to GMT for the UK
This is to confirm that TCX2815 was delayed due to an unforeseen
operationally significant defect which required rectification prior to
further flight. Actual timings are as follows:

Then it's BLAH BLah with flight timings etc, etc.

Thought this may be useful to others and any views on it's content will be appreciated