Flight delay and cancellation compensation, Thomas Cook ONLY

Vauban

Centipede100 wrote: »

Proceed to issue a NBA then legal claim or hand to a NWNF company. The airline has left you little choice.

This seems like an administrative error that will demonstrate the airline's incompetence, but not much else. You will only know what you are properly dealing with when they submit their preliminary defence - about four weeks after you start legal action. So get to it!

DinkyPrincess

Hi guys,

I am wondering if anyone has received a compensation voucher from TC but had trouble using it? Let me explain

We found a holiday - total price £2100
We have a compensation voucher for £2100 to use by July 29th this year

The terms and conditions state that this can be used for full or part payment for a holiday.

So after finding the holiday online we called them to book using our voucher as full payment.

We then got told that we would have to pay the £600 deposit to 'secure' the holiday online. This would not then be refunded.

But... hang on, it says in the terms that the voucher can be used as full payment for a single booking - and this is all i was trying to do.

Has anyone else had this? Please advise? I emailed them and got told:

The compensation voucher can be used towards a holiday booked through Thomas Cook, however you would require to pay a deposit first to secure the booking and then the vouchers can be redeemed off the holiday cost. This information is mentioned under the Terms and Conditions on the voucher.

IMAGE LINK FOR THE TERMS
imageshack.com/a/img18/5650/cnnx.jpg

I can't see anything in the terms that says I have to pay a deposit first.

I normally pay for a holiday in full - and if the voucher can be used as full payment then how am I meant to do this?

Thoughts? Suggestions? Please help. We have a special needs son and after the delays both ways caused him terrible stress last year I am now concerned that I might not be able to go on holiday at all if I can't use the voucher as I had planned.

I am enclosing an image of the terms as on the e-voucher PDF I have.

Thanks

Vauban

DinkyPrincess wrote: »

We found a holiday - total price £2100
We have a compensation voucher for £2100 to use by July 29th this year

We then got told that we would have to pay the £600 deposit to 'secure' the holiday online. This would not then be refunded.

Unlucky. There are a number of folk who have agreed to take vouchers (from a number of airlines) who then find that it's not so easy to use them. Why wouldn't you have asked for the cash - to which you were entitled?

batman44

Vauban wrote: »

Unlucky. There are a number of folk who have agreed to take vouchers (from a number of airlines) who then find that it's not so easy to use them. Why wouldn't you have asked for the cash - to which you were entitled?

Also it would be ironic if your flight was delayed again and you could not claim as you paid by voucher not cash!

DinkyPrincess

Hi guys

Thanks, sorry to be honest after all the hassle involved and the holiday I was totally frazzled and was just happy to have compensation.

But as per the terms if it states that it can be used as full payment then they have to honour this?

David_e

DinkyPrincess wrote: »

But as per the terms if it states that it can be used as full payment then they have to honour this?

Have you spoken to the person who sent the vouchers? I would have thought that was your starting point.

DinkyPrincess

Hi David,

Yes as per the voucher I did this and got the response of:

The compensation voucher can be used towards a holiday booked through Thomas Cook, however you would require to pay a deposit first to secure the booking and then the vouchers can be redeemed off the holiday cost. This information is mentioned under the Terms and Conditions on the voucher.

However the terms do not mention that you need to pay a deposit first ans state that it can be used as full payment on a single booking.

David_e

DinkyPrincess wrote: »

Yes as per the voucher I did this and got the response

Sorry, I didn't read your post properly.

You need to go back to them and point out the difference between what they are saying in their email and what the terms of the voucher say.

DinkyPrincess wrote: »

However the terms do not mention that you need to pay a deposit first ans state that it can be used as full payment on a single booking.

If they aren't honouring the voucher as the terms provide, you need to have words with them but I'm not sure what the legal position is. Are they reneging on the original agreed settlement of your claim? I would say probably so. Point this out and say that you will resurrect your claim if they don't give you full value. I'd personally email the Chief Executive: harriet.green@thomascook.com. That often gets results.

Presumably you aren't able to book the holiday in store and use the full voucher value that way? Not ideal but might be the quickest resolution.

DinkyPrincess

Thank you - I will do that.

They stated on the phone (the lady telling us we had to make a deposit online first) that we would be 'told the same thing in store' - which again I do not understand, however we've not yet tried this.

I will try forwarding the email to the address you've given me and quote the terms as on the voucher. It clearly stats can be used as full payment for a single booking, so all I want to know is what method I need to use to be able to do this

edwolf88

HI
my complaint started with me writing to thomas cook 10 months ago.
then it went to caa for a while, they then passed it back to TC who still wont budge, so its now gone back to caa. reading the forums this seems the norm. but it do seem to be dragging. what do you think.

should i wait untill caa get back to me, which dont seen anytime soon, or can i pull out and go to a nwnf, this would have been my next step anyway if caa could'nt do anything more for me. fed up with waiting.

would nwnf require me to get any reports or would they get them theirselves. i have already asked TC for some reports in readiness just in case. but they refused saying they would only pass them on to caa not me and it will only be an engineers report. which would probebly be no good as i understand that my delay was down to a operational desision not tec fault.
do you think pulling out and using nwnf now, or sit it out with caa and see what happens.