Flight delay and cancellation compensation, Thomas Cook ONLY

leylandsunaddict

laura_lindsay wrote: »

Yes everything was confirmed 24 hours.. even on the morning of monday 3rd july my online travel status still said the flight was that day! All my documents everything was all upto date.

On the airlines website? I doubt it was showing the wrong flight date. You've got to check your booking on the operating airline site. The booking reference would have been on your email from OTB.

sezla9

We were on delayed flight MT2824 (MAN->LAX) on 12 July (technical problems: fire risk). We boarded an alternative flight the following day and all passengers were offered hotels and food. We received the Flight Disruption Leaflet and the compensation letter.

After entering the claim into thomascook.com/customerrelations, does anyone know how long we should expect to wait to receive the compensation?

Thanks all!

legal_magpie

They should publish an estimated time but you don't have to wait so if it is a few weeks ahead. In any even some companies are happy to drag their feet for as long as you'll let them. Download Vauban's guide. Personally I wouldn't think 4 weeks from Claim to payment would be excessive.

DIYBaldyman

Morning All, long time no speak!!

I have news of a possible new claim developing & am still waiting for more news - any opinions & advice in the meantime would be greatly appreciated.

My son & his girlfriend were due to return home from Hurghada, Egypt to LGW last night / this morning - Thomas Cook Airlines Flight TCX519, scheduled departure 21:10, arrival 01:40.

They were initially advised of a 2 hour delay at around 17:00 yesterday evening before they were collected from their hotel, at around 19:00 this was increased to 4 hours. (Bear in mind that they had vacated their room 9 hours previously at 10:00 am yesterday morning).

The "official" times are currently published as the "actual" departure at 01:17 & the expected arrival being 05:35 - a 3 hours 55 minutes delay.:mad:

Now is where it gets interesting;

After boarding the plane & being pushed back (01:30 - 4 hours 20 minutes behind schedule - I'd previously messaged & said to keep an accurate log of actual times), they noticed a burning smell, followed by the cabin starting to fill with smoke which then led to an emergency evacuation of the aircraft on the taxi-way.:eek::eek:

Passengers were eventually taken back to various hotels (obviously without luggage) & were told to meet at reception at 10:30 this morning for an update (09:30 BST). They have just been advised that their new flight time is 20:00 this evening & have been left in a hotel (they have their room until their collection time of 17:00) with no change of clothes, no toiletries, in fact none of their luggage at all. :(:(:(:(:(

Here's the dilemma - if the fire / smoke incident on the aircraft turns out to be e.c., will the cause of the initial delay count for anything at all & are they likely to have a valid EU/261 claim?

Thanks in advance.

Letdown69

Greetings DIYBaldyman from sunny Hurghada

I was also on the flight and there are a couple of point that your man on the ground has wrong.
Push back was 1:17 I checked as i had been watching the incoming flight and this was the given time for it which surprised me when they achieved it.
The plane was on the runway not the taxi way when it was evacuated.
People were given the option of getting toiletries etc by TC staff (not sure if this has happened yet to be fair).

Interested about the compensation side of things as my initial thought was that the evacuation would change the attitude of TCA.

We stayed at the airport and were allowed to get on the plane and retrieve our hand luggage. A wonderful sight as we were made to lay it out on the apron where the plane ended up whilst the sniffer dogs were sent through it.

Plane was G-JMOG.


We'll see what this evening brings!

Tyzap

Hello DIYBaldyman, welcome back.

It's extremely unlikely that this can be classed as an EC, it's just an ordinary technical fault for which the airline is responsible.

The time of departure doesn't matter, it's the late arrival time that counts. They will all be due 261 compensation by the sounds of it.

The airline is fully responsible for their 'duty of care', so replacement personal essentials, food, soft drinks, hotel, transport etc.

It's important that they keep receipts for anything they pay for themselves ready for claiming back at a later date.

Good luck.

DIYBaldyman

Letdown69 wrote: »

Greetings DIYBaldyman from sunny Hurghada

I was also on the flight and there are a couple of point that your man on the ground has wrong.
Push back was 1:17 I checked as i had been watching the incoming flight and this was the given time for it which surprised me when they achieved it.
The plane was on the runway not the taxi way when it was evacuated.
People were given the option of getting toiletries etc by TC staff (not sure if this has happened yet to be fair).

Thanks for the info, I imagine in the panic of the evacuation timings have got mixed up. Interesting that you say passengers were offered toiletries - he has definitely said they have nothing to freshen up, maybe the message didn't get passed to everyone. He has confirmed since that they have got their hand-luggage, but that he grabbed it during the evacuation rather than going back for it. Didn't mention sniffer dogs checking it either.

Stay safe & hope you all get back safely later tonight.

DIYBaldyman

Tyzap wrote: »

Hello DIYBaldyman, welcome back.

It's extremely unlikely that this can be classed as an EC, it's just an ordinary technical fault for which the airline is responsible.

The time of departure doesn't matter, it's the late arrival time that counts. They will all be due 261 compensation by the sounds of it.

The airline is fully responsible for their 'duty of care', so replacement personal essentials, food, soft drinks, hotel, transport etc.

It's important that they keep receipts for anything they pay for themselves ready for claiming back at a later date.

Good luck.

Thanks Tyzap, I've told them to go find a rep & request some toiletries - they have some stuff in their rooms but no toothbrushes / paste or deodorant (that could be one smelly plane later tonight!!!)

Good point on keeping receipts, will pass that on now.

Let the battle commence!!

DIYBaldyman

Some additional information - it seems that all flights in & out of Gatwick are still playing catch-up from an incident on Monday 17th when an Air Canada Rouge flight suffered a blow-out to a tyre on take-off. The Main runway was closed for around an hour for emergency inspections & clearing debris. The Air Canada flight dumped fuel whilst circling & landed back at Gatwick around an hour later on the number 2 runway, causing damage that had to be repaired & subsequently closing that runway for several hours.

I just heard of this whilst answering a post on the EasyJet thread.

So it seems the original delay may have been due to this & that all airlines may try & use the original incident as the reason for delays - may sound feasible to some people that an incident like that can still be causing chaos 36 hours later.

We'll wait & see what they say officially.

spadoosh

Just putting this on here to say ive started a claim.

Flight landed about 3hr 40 mins delayed. Delay was caused by 3rd party software failure. Manchester airport had a check in software update over night which caused delays.

I believe for the most part that would be considered an exceptional circumstance, however the problems started very early morning and thomas cook said their systems where back up at 09:11. Our flight was at 14:35 yet didnt take off until just before 19:00. Pilot put his foot down to arrive at 22:49 (not sure if touch down or at gate?!).

Sent off a letter early july saying i would like the flight delay compensation, responded to say they are looking at it, and heres where im at.

I believe our flight was one of the most delayed (in terms of setting off) and seeing as our original flight was well after their systems where up and running again believe the delay was within the control of thomas cook.

Ill keep popping back with any updates.


ETA: Does anyone know how it works with babies? Ive read if they havent paid for a ticket then no compensation yet on our original booking i remember being slightly annoyed that we had to pay £50 supplement for babies air travel or words to that effect (she was on my lap). Actual receipt only shows total price of holiday. Ive included her in the claim because to me the £50 is payment for a ticket?! Any clarification?