Flight delay and cancellation compensation, Thomas Cook ONLY

Shelldean

PomBear wrote: »

My pleasure - pilot was absolutely right in what he said, by the looks of it. Plane landed at LGW from DLM at 16.59 (due 16.40) on 24 May, but then didn’t operate LGW to DLM that evening, nor the three flights it was due to operate on 25 May (DLM to LGW and LGW to HRG and back).

Unfortunately for you, and the passengers due to fly to and from Egypt, the plane still operated the Egypt flights (out on 26 May and back on 27 May), but with a 29 hour delay in take off from LGW! Your flight was a massive knock-on because, presumably, TC couldn’t source an alternative aircraft.

I could be wrong, but I am pretty sure they will pay out on this one. They have no defence, as far as I can see. And, at least you didn’t lose out on a significant chunk of your holiday. Good Luck!

Yes we did say if we had to be delayed we'd much rather it this way round. Tbh it was no inconvenience to us at all. None of our party was returning to work to the Tues. Only issues we had was a total lack of information while during the delay, which was unsettling and an extra £20 parking. Oh and plus a damaged case (on outward flight)

Other people didn't fare so well and certainly not those waiting to go to Egypt, or to Bulgaria!!!

It does seem they was slowly catching up, Dalaman was 36 hours late, Egypt was 29 and we was 23. Am guessing there was flights after ours also caught up in the knock on effect.

Many many thanks for you input.:T

I will come back and update when I hear from TC about the delay.

sbcsbc

Justice13075 wrote: »

ok, Just put your flight details then into bottonline and you will get a good idea of your chances of a claim. The only way to get the reason for the delay will be to take them to court. Where was the flight to.

Sorry not sure what your asking me ?
Flight was to Mahon ( Menorca )

Thank you again for your time.

jpsartre

He's telling you to look up your flight through the link below. Use a fake email address/phone number unless you want to be bombarded with reminders:


https://www.bottonline.co.uk/flight-delay-compensation/calculator

Shelldean

Not flight delay, but I seriously hope TC deal with my flight delay as quickly as my baggage damage.

Letter sent Wednesday 6 Jun. Cheque for full value received today Sat 9Jun.

Somehow doubt this will be case given it was the same weekend as as all the stanstead delays. But one can but hope !!!!

PomBear

Shelldean - great that they paid out on baggage damage!

Don’t lose heart over the flight delay- it’s blatantly clear that your flight was severe knock on and nothing to do with the problems at Stansted. You were flying from a completely different airport. Your aircraft never actually operated the Dalaman flight that was scheduled. A different aircraft was allocated . I’ve checked . After the problems were fixed (which took a long time) yours went out to Egypt and back, and then out to BOJ to return you and other passengers. Pretty clear the tech issues (that you said you were told about) caused the delay. It seems that TC simply didn’t have enough aircraft to manage the flights they had scheduled from LGW in the event of any of their aircraft being unable to operate. Something that is inherent in their activities. And that is exactly why the regulation exists. There are plenty on this forum who are far more knowledgeable than me, and hopefully can give some input, but I don’t see how TC could argue that the problems that affected Stansted are a legitimate defence.

Shelldean

PomBear wrote: »

Shelldean - great that they paid out on baggage damage!

Don’t lose heart over the flight delay- it’s blatantly clear that your flight was severe knock on and nothing to do with the problems at Stansted. You were flying from a completely different airport. Your aircraft never actually operated the Dalaman flight that was scheduled. A different aircraft was allocated . I’ve checked . After the problems were fixed (which took a long time) yours went out to Egypt and back, and then out to BOJ to return you and other passengers. Pretty clear the tech issues (that you said you were told about) caused the delay. It seems that TC simply didn’t have enough aircraft to manage the flights they had scheduled from LGW in the event of any of their aircraft being unable to operate. Something that is inherent in their activities. And that is exactly why the regulation exists. There are plenty on this forum who are far more knowledgeable than me, and hopefully can give some input, but I don’t see how TC could argue that the problems that affected Stansted are a legitimate defence.

Thanks PomBear.

You've been a great help, settling my mind over the delay. Did feel like I was in the twilight zone for a while. As it was almost as if the flight didn't exist.

But you misunderstood my comment about Stansted.
I had two on going claims with TC. One for baggage and one for delay. But the acknowledgement emails were identical except for the reference numbers. I needed to know which was which, as I needed to add my extra car park fee to my delay claim.

So I called TC and asked which was which. As well as answering that question, she told me they was inundated atm due to lightening strike at Stansted. So while Stansted, has nothing to do with me. It's made the queue for flight delay longer.


P.s. I do apologise I've been spelling Stansted wrong too!!

PomBear

Shelldean wrote: »

Thanks PomBear.

You've been a great help, settling my mind over the delay. Did feel like I was in the twilight zone for a while. As it was almost as if the flight didn't exist.

But you misunderstood my comment about Stansted.
I had two on going claims with TC. One for baggage and one for delay. But the acknowledgement emails were identical except for the reference numbers. I needed to know which was which, as I needed to add my extra car park fee to my delay claim.

So I called TC and asked which was which. As well as answering that question, she told me they was inundated atm due to lightening strike at Stansted. So while Stansted, has nothing to do with me. It's made the queue for flight delay longer.


P.s. I do apologise I've been spelling Stansted wrong too!!

Ahh - that makes sense. Sorry for misunderstanding. You might have to give them some allowances for being overwhelmed. Not sure about TC, but I do know that a different airline has a separate team dedicated to EU261, so likely your baggage claim was dealt with differently.

No need to apologise to me over typo. I could have equally spelt Stansted incorrectly! I didn’t check. The English language is certainly not phonetic

_Sketch_

Hi all,

Still fuming from this.

So, its out last holiday out of term time as my boy starts school this year so we really splashed out on an amazing holiday, we spend about 10K with Thomas Cook for this holiday.

The holiday was amazing despite a small delay on the way (only about 2 hours) that we didnt mind.

The problem was the way back....

So flight was at 8PM, checkout at 12 from the Hotel, we have a 2YO and 3YO so you know its hard work to keep them happy at the hotel until we had our transfer (private) at 5PM

On the way to the Airport i received a text to say our flight was delayed and they would update, when we get to the Airport we were told it would be delayed until about midnight (again, a pain with kids but manageable) and issues with 4 cards to spend at the Airport (7 Euros on each, not much but better then nothing)

We were at the Airport until about 10PM then told out flight was cancelled and they would put us in a hotel.. not great - we were hurdled onto busses (the entire plane) - again, massive pain with 2 kids, suitcases buggies etc - (the reason we paid for private transfers)

We arrive at a hotel (with no information) and book in along with about 140 others, this hotel was terrible, it had prostitutes in (who left as we all arrived however lingered around outside all night) - it was literally like a hostle, the food was under-cooked, cold and uneatable the room was disgusting, mouldy vents, exposed cables, gas pipes sticking out of the floor, clearly a smoking room as it stank and had an ash tray, the walls were paper thin, we were not provided with enough beds and no mention of any kind of fire safety etc (that i think is a legal requirement) exposed fuse box and an entire host of other hygiene issues.

Without going into too much we couldn't eat here as the food was terrible with flys all over, it was terrible sleeping from the noise from inside the hotel and street outside and we couldn't even manage breakfast as it was closed when we got up (after going to bed at 2-3AM breakfast stopped serving at 10, not that i would think it would be very nice) Wi-Fi didn't work and signal was poor so we had no form to entertainment for the kids.

We finally made a flight at about 6PM that evening.

Now, i know im entitled to compensation for somethings like the additional car part parking, some food etc but can i claim anything back form the holiday itself? it has literally ruined it for us, it was meant to be luxury but ended up leaving us stressed and loosing a much needed day back at home before we go back to normality - the kids hated every second and it put alot of stress on me and my wife (who was in tears for most of it!)

Is this worth perusing? i think my costs (i spend about 150 Euros at supermarkets for toys to entertain the kids, food, drinks etc in the 24 hours we were delayed) - i think i should have our money for parking and private transfers refunded plus 10% refunded from the holiday package, is this reasonable? will we hit brick walls with this?

the lack of information from TC was shocking, its not just us, everyone was fuming about this.

I know it was short notice with the hotel but on reflection, had we known it was a 2* in the wrong end of town we would have stayed at the Airport of found a hotel ourselves.

Its not like TC didnt know this hotel was terrible, looking at the reviews (all terrible!) its mainly TC customers who get stuck here over the last year or so.

Thanks in advance, sorry for the long post, i guess i just needed to rant!

jpsartre

If the airline doesn't provide it, you can claim back expenses for meals and refreshments. If they refuse because they feel this was offered you will probably need to let a judge decide the issue or file a complaint with CEDR (an alternative dispute resolution service that TC is signed up to). In this case, the more evidence you have the better.



TC are not obliged to cover toys for your kids or any additonal parking you had to pay as a result of the delay.



Depending on why the flight was cancelled, you may also be entitled to cash compensation under EU261.

tacpot12

I realise that this was quite traumatic for you all. Its not easy travelling with children, but you decided to take them abroad knowing that flight delays can and do happen. They are rare, but not unheard of.

Clearly Thomas Cook was let down by the airline and had to find accommodation at short notice. To my mind it was better to be offered a room with beds in bad hotel rather than be left sleeping at the airport. I do see your point that had the communication from TC been better, you might have made different choices. They could have said "We can give you a room, but the hotel is very bad; do you want the room or will you find and pay for your own accommodation?" You should given them this feedback that you would have preferred to have the choice - and they should have subsequently paid you what the emergency accommodation was costing them as a part payment towards the accommodation you arranged.

Being shuttled about when you have a lot of stuff is a pain, but TC have limited time and resource to arrange transport for everyone. I don't think that you deserve special transport just because you have children.

I think your expectations are just a bit unrealistic. Expecting WiFi in the emergency accommodation is a bit much. Expecting TC to arrange for the hotel to keep the restaurant open after 10am is also a bit unreasonable. Expecting TC to pay for toys for you children is also unreasonable. I presume you took some toys for them to have played with on the 'plane? Had I been in your situation I'm sure I would have been able to find a park for them to play in for some of the time. It would not be unreasonable to ask TC for a contribution towards the brunch/lunch you bought that day. I assume you bought an evening meal the airport or were fed on the 'plane; again a contribution by TC to your evening meal (if you have a receipt) would not be unreasonable.

I'm sure TC will pay the cost of the extra parking for your car at your UK airport.

Have you checked your travel insurance and put in a claim for anything that it covers? TC will expect you do so.

Finally, I don't think you can claim anything for the fact that the holiday was ruined for you. That is a very personal view of the situation. Many people would be able to compartmentalise the holiday experience and look back on the good bits and bad bits in isolation.