Flight delay and cancellation compensation, Thomas Cook ONLY

grazzzz

has anyone one else been on a plane that was delayed due to a cracked windscreen i wish to compile a list to use in court to prove it isnt "extraordinary" as they claim ?
can you pm the flight to/ from, date ,flight number then we can all use it once completed ?
Thanks
Graham

Gemini50

Just thought I would let you know we have received compensation from TC for our holiday on the 3.10.08.
I think we complained after our return but got the normal sorry letter. ( memory going lol )
After seeing Watchdog daily in Oct 2012 I thought I would try and claim, I keep flight tickets and boarding cards from all our holidays, silly but it helped this time.
We sent copies of the tickets and boarding cards off to there Bradford office, we didn't hear back from them for ages so in 5.01.13 we emailed them to make sure they had received our letter, we got a letter from them on the 11.01.13 saying it was taking longer than anticipated to review the case, then on the 28.01.13 we received a voucher for £712. We rang them up to get it changed to a cheque which we received this morning.:j

Kellybcfc

Suz83 wrote: »

Hello. My Flight fro anchester to Las Vegas was delayed more than 24hrs back in 2008 (our honeymoon!) After sending a letter to Thomas Cook using the template from Martin Lewis, and after two letters back fro them explaining they are looking into it, ive ended up with a voucher for £1000 to spend with Thomas Cook. Whilst the idea of a holiday for free sounds fantastic, i really wanted the money back. Do you think i could appeal against the outcoe and request that I am copensated in cash and not vouchers?
Thanks

Suzanne.

Hi suzanne, was this flight tcx043? As I am claiming for the flight back from Vegas to Manchester which was the return. This was August 2008 is that the same as yours? I will be interested to hear from you as I have had an acknowledgement from to but this was two weeks ago. Did it take a long time to process it all? Thanks Kelly

Carrie76

Hi, I too contacted TC regarding a delay in a flight from Palma to Newcastle in Sept 2012, and I too got the bog standard response that maz received, I emailed them back stating I was not happy with the response as it was a standard letter that did not take into account the issue in which I was writing. I got a response via email saying they apologised and would look into it, today I received a letter from them with a voucher for £1092.00 which of course must be used with them, do I have to accept this gesture or am I within my rights to ask for a cheque which I can use wherever I want??

lee111s

Hi all,

Flew from Ibiza in 2011 and was delayed 3 hours 19 minutes. I've moved house since then and have no information about the holiday boking etc. this is the response I've had.

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



It is with regret that I note your flight with us was delayed. Whilst delays are an unfortunate part of air travel, I would like to assure you that a lot of work goes on behind the scenes to ensure that any disruption to our passengers is kept to an absolute minimum.



With regard to your request for us to deal with your claim under EU Regulation 261/2004, the legislation does ask that the customer prove that they travelled on the flight. In order to continue with your claim, I therefore require proof of your reservation with our airline before we can proceed. I would therefore ask you to send us one of the below documents to confirm your reservation with our airline:



1. Your confirmation invoice

2. Your ticket booklet

3. Your boarding cards



Unfortunately, should you be unable to confirm to us that you had a reservation with us; we cannot accept your claim or meet with any request for compensation.



Thank you very much indeed for taking the time and trouble to write to us about your experience and we look forward to hearing from you.

Kind Regards,

Ashleigh Risk

Customer Services

Don't just book it. Thomas Cook it."

I did pay the remaining balance of the holiday on my credit card. If I provide them with a copy of the statement would that suffice? They can't expect customers to keep flight information from years ago!

Tortoiseshell

Hi. I too had no documentation. However, I contacted the local TC branch that we booked the holiday through and they were able to provide me with our booking reference and flight number.

lee111s

Excellent, I'll contact them on Monday and see if they can provide them. Looks positive they'll pay out on this one as surely they would have just sent me the usual BS response about it being exceptional circumstances etc?

maghater

Carrie76 wrote: »

Hi, I too contacted TC regarding a delay in a flight from Palma to Newcastle in Sept 2012, and I too got the bog standard response that maz received, I emailed them back stating I was not happy with the response as it was a standard letter that did not take into account the issue in which I was writing. I got a response via email saying they apologised and would look into it, today I received a letter from them with a voucher for £1092.00 which of course must be used with them, do I have to accept this gesture or am I within my rights to ask for a cheque which I can use wherever I want??

If you scroll back through some of the posts you will find that quite a few people have rung up or written saying they didn't want vouchers, and a cheque has been sent. Congratulations on getting anything from them, I have had to rake them to court for an 8 hour delay on the same route in June. Did they tell you what had caused the delay? and did they give you more than 5 Euros compensation. Thanks

daz1onlym

Got a response from TC today, standard bulls### letter. We were delayed over 10 hours to Larnaca and over 7 hours on the return journey. Both described as UNFORESEEN OPERATIONAL DEFECT. the response was;

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



It is with regret that I note your flight with us was delayed. Whilst delays are an unfortunate part of air travel, I would like to assure you that a lot of work goes on behind the scenes to ensure that any disruption to our passengers is kept to an absolute minimum.


When a delay is initially identified, it is not always immediately apparent as to when a revised take off time can be secured. A number of factors have to be considered, which can vary dependent on the reason for the delay, and quite often we are reliant on outside influences, such as Airport Authorities or Air Traffic Control. Throughout, however, as soon as confirmed information is available, this is passed onto our customers as quickly as possible through our handling agents at the airport.


Although delays do occur on occasion, they can arise for a number of different reasons, and having carried out a full investigation the specific circumstances surrounding the delay to your own flight were extraordinary, despite Thomas Cook taking all reasonable precautions necessary to prevent the situation.All aircraft can experience technical problems that are totally unforeseen, despite all reasonable attempts to ensure they are maintained to a good standard, in line with CAA regulations. These situations can be compared to the mainenance of your own car, which can break down at anytime without prior warning regardless of its service history, and would be considered completely beyond the owners control.
I can see that customers were provided with welfare during the delay, in line with our obligations under EU Regulation 261/2004. As the events were defined as “extraordinary” no payment of compensation is considered appropriate 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,


This is laughable. Can anyone give me advice on my next action. I was thinking one last letter, asking what the Extraordinary means and i will be taking court action???? I may involve the legal reprasentative on my house insurance. Any help would be appreciated.
Many thanks

stooklie

Thanks to all on this thread for the helpful advice. Some important information which will assist in any contact with the airline. Good luck in your claims.