Flight delay and cancellation compensation, Thomas Cook ONLY

Tyzap

Hi boxrick,

By strange coincidence I posted about this very topic only 1 hour ago, it's here...

https://forums.moneysavingexpert.com/showpost.php?p=74456537&postcount=4

Basically you can ask the airline what time the first door was opened upon arrival which constitutes the EU261 delay end time, not the landing time or the brakes on time. They will avoid doing this, but it is your right.

The other way is to use the replay facility on one of the flight tracking apps such as Flightradar24 or Planefinder.

Good luck.

JPears

And if it goes to court, TC will have to provide evidence of that door opening time.
Also puit your detials into a flight checker such as Botts, see if they think you have a valid claim.

Dogsb0dy

Just to clarify for everyone trying to help.



This is the sequence of events on arrival at Manchester on 30.5.18.


THOMAS COOK FIGHT MT1124
Scheduled times: Departure 07:00 - arrival at Heraklion 13:10

1. Flight delayed and we we sat on the aircraft for over an hour with the cabin crew but no pilot.

(From about 9.a.m.)

2. Cabin crew staff had to open the doors to allow irate passengers and toddlers to cool off as it was

stiflingly hot on the aircraft.
3. When the Pilot boarded he told us the truth about the delay over the intercom - that there had been
no pilot for the flight and he had been brought in on his rest day.
4. The flight departed from M/cr at 10:02 a.m. (3 hours 2 minutes after scheduled time of 07:00)
5. All passengers were offered a complimentary drink
6. We arrived at Heraklion 15:49 p.m.
7. We missed our transfer to hotel due to the delay
8. Got to our accommodation about 7.30 p.m.



Ruined our first day by the time we got there as it was time for the toddlers to be in bed after a tiring and fretful day for them.

JPears

To clarify, you are not due any compensation under reg 261/2004 as your flight did not arrive more than 3 hours after its scheduled time.

Departure time is irrelevant. Sorry

Tyzap

Tyzap wrote: »

You arrived about 20 minutes short of the 3 hour delay time to qualify for compensation.

Your recollection of the times seems to be roughly correct, so not a valid claim I'm afraid.

Good luck.

What I said 3 days ago;)

Dogsb0dy

Thanks everyone. Posters on here provided actual landing time which helped. Enjoy this lovely day everyone.

Shelldean

Hey guys, I'm back.

Found out last Monday 25Jun that my claim for flight delay had been agreed. However as I had raised another complaint and the two issues had been merged. No idea why as they were totally unrelated. And they was waiting for the second part to be resolved.

Adviser said she would escalate it as she could see the 28 days was up the next day. And that someone would be in touch the next day, or before the end of the week for definite.

No one called.
So this Mon 2 July. I called and despite being told it was maximum of 25 minutes to get an answer, it was over 50 minutes before an advisor answered.

She resolved the second part, by giving me vouchers for that complaint. And as I wanted money not vouchers for the delay, she authorized a BACS payment. Said it would be with me that afternoon.

So when it wasn't in my bank this afternoon, I opened an online chat ( another hour and half I won't ever see again) it was established that it can take 5 - 10 working days.

So while my claim has been approved, I have yet to receive the cash.


Edited to add flight details.
MT1503
Original flight 26May BOJ 14.10 - LGW 15.40
Actual flight 27May BOJ 13.30 - LGW 15.00

Cunny666666

Hi all,
just hoping someone could give me some advice please.

We were recently on flight mt308 from Manchester to Antalya.
We were meant to land at 11.55pm on 14.06.18, however we actually landed at 03.08am on 15.06.18

I filled in TC’s online claim form and received a response basically saying the flight landed at 02.54am 1 minute under the 3hour deadline amazingly enough.

Is the below just there basic fob off letter.
I checked Botts and it says that I have a claim.
Not sure where to go from here so any help would be great.


Thanks for getting in touch with us about your flight.

I'm sorry you were delayed. I know how frustrating it can be. We work hard to make sure delays and the disruption they cause are kept to a minimum.

We've investigated the reason for your delay and can confirm that your flight was not delayed which means that under EU Regulation 261/2004 compensation wouldn't be paid.

This is based on your Scheduled Time of Arrival of 20:55 (UTC) and Actual Time of Arrival at 23:54 (UTC).

I'm really sorry your flight was delayed. We're looking forward to welcoming you back on board again soon.

Thank you once again for contacting us and if I can be of any further assistance, please do not hesitate to ask.

PomBear

Apparently, you did ‘land’ at 02.54 (23.54 UTC), but it’s the time the doors are opened that is critical. From what I can see on line, the plane didn’t stop responding to tracking until 02.56 EEST (23.56 UTC), so I very much doubt that your flight was under the three hour delay. Did it really take just one minute from landing (which is the information I can see and does agree with what they have quoted) until doors open? Taxiing takes more than one minute.

So, based on timings, I think you may have a claim, UNLESS the airline has a legitimate defence. Did they give you a reason for the delay? I’d suggest using Bottonline to check.

boxrick

boxrick wrote: »

My flight departure was delayed by around 5 hours for my holiday to the US with Thomas Cook. We landed and the doors opened at approximately 00:55 which is just over 3 hours after the scheduled arrival, I do not have picture proof of this.

I emailed to claim compensation expecting it to be fairly easy and just had this response:

'Thanks for getting in touch with us about your flight.

I'm sorry you were delayed. I know how frustrating it can be. We work hard to make sure delays and the disruption they cause are kept to a minimum.

We've investigated the reason for your delay and can confirm that your flight was delayed on arrival for less than three hours which means that under EU Regulation 261/2004 compensation wouldn't be paid.

This is based on your Scheduled Time of Arrival of 21:50 (UTC) and Actual Time of Arrival at 00:46 (UTC).

I'm really sorry your flight was delayed. We're looking forward to welcoming you back on board again soon.'

So they are effectively saying they arrived 4 minutes before, but this doesn't include the time it has taken to get the doors open. Is there any way to fight this, I have responded saying the doors were not open till after 3 hour mark. But I could do with some advice how to proceed.

Thanks

Bott thinks I have a claim. The flight radar information isn't really very clear.

Flight radar 1


Flight radar 2