Flight delay and cancellation compensation, Thomas Cook ONLY

JPears

Subject Access Request, under the Data Protection/GDPR laws.
I believe Vauban's guide has some info about this?
Just checked, no it doesn't.
Long time since I looked at the guide. Needs updating.

Nokor

Hi,

Grateful for some advice before I claim. We were on MT2818 on 30th June which was delayed due to technical issues with the plane - part needing to be replaced which was not at Gatwick, followed by issues with flight safety checks. We ended up leaving nearly 6 hours late, and finally arrived 4 hours and 42 minutes late - That should be fine and makes us eligible for the full amount.

The TC form mentions the Lead Passenger Name (i.e. myself), but doesn't have any other info box for other passengers.There were 4 of us total booked into the package, and i am aware that this compensation is per passenger; the form itself isn't terribly clear and looks quite deceptive.

Will the form take into account all passengers in that same claim, provided i give all the evidence I have? I just want to check that the claim and compensation will be done as a package and I receive the full amount for all 4 rather then being fobbed off with a 'single' £530 payment for the party.

Secondly; stupidly, I have no idea why we didn't keep the boarding passes for that outbound flight, but as I have all other information (Holiday confirmation, flight extras booking, car hire rental after the flight, etc.), is this likely to cause an issue?

Thanks for the help.
Lewis

JPears

1. Whilst the webforms for claims submission are a good idea, they are often useless for the intended action.
Wait until you get an email reply or at least a case/complaint number/reference then submit a proper claim (as per Vauban's guide) using that reference.
2. In a word, no. As long as you have other evidence.

Dinxdinx

I recently returned from Heraklion Crete and the flight was cancelled/delayed over 24 hours. I needed to be back in the UK urgently for an appt (not prepared to say what on this forum) and I therefore booked an easyJet flight that was flying back earlier the next day at my own expense. I spoke to a Thomas Cook rep at the airport about whether I could claim it and she seemed to think it would stand up. Unfortunately I didn’t get her details. Error on my part!

Thomas Cook emailed me today to say I was going to be paid £350 as part of the EU regulations compensation. I phoned and asked about the recompense for the additional fare I paid for the flight back to the UK as I felt I had no option.

The lady on the other end of the phone put me on hold, came back and said there’s been a mistake and I’m not due the £350 or any money at all. I paid for a package holiday through Voyage Priv! and apparently the flight element was £43 (unbeknown to me as it wasn’t broken down on any invoice I received!) so that is the only amount they were willing to pay me. The EU regulations refund doesn’t apply to me as I didn’t get on the Thomas Cook plane they put on over 24 hours later, and they weren’t prepared to listen to why I needed to be back in the UK. Her words were it wouldn’t have mattered what the circumstances were.

LUDICROUS

JPears

Dinx - its a common phrase we use here on this forum - bovine excrement.
The airline is due to pay you compensation if the cancellation delay wasn't due to an EC.


They may also be liable for your re-routing costs. It matters not one jot why you needed to be back in the UK. Its what's convenient to you that counts.
You need to download Vauban's superb guide and also download regalation 261/2004

https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32004R0261&qid=1421670421256&from=EN

and

DIRECTIVE (EU) 2015/2302
https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32015L2302&from=en

blocker9

_Sketch_ wrote: »

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 wrote: »

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.

blocker9 wrote: »

Hi all we recently had a 2 hour 57 min delay on a flight from Manchester to LA but when we landed at LA airport we were told there was no space for us to unload so spent another hour on the tarmac,can this time be added to the first delay?

I have had a not entitled to compensation email back from Thomas Cook as they say no stand availability is out of there control even if they land nearly 3 hours late they have sent me the email address of the (CEDR) I'm not happy with the decision is this the best course to take or go down the legal route?Cheers

Justice13075

Put your flight details into bottonline and euclaim and see what they say.

PomBear

Blocker9 - from what I’ve read your delay was significant? You say you were put up in a hotel overnight? What time were you due to land back in the UK (including date), and on what date and at what time did you land back? If you have the flight number too, it’s possible to check. It would be helpful if you could post it along with the date you were scheduled to travel. From your OP, it sounds as if they are fobbing you off - no stand available doesn’t ring true from their part. From what you say, your flight was delayed in take-off by about 22 hours, but they are claiming this was because there was no stand available at your departure airport for the aircraft that should be operating your flight?

I appreciate how cross you are about the end of the holiday (we had similar circumstances last year - 19 hour delay with 4-year old twins who were uncontrollably sobbing with tiredness when we got to an awful hotel at 2am after our 21.30 flight was diverted to another airport). I was in tears too! But, as difficult as it all is, you need to ignore how you feel and deal with the airline in a very factual way.

Andym1964

Used the resolver tool and got £700 in just 3 weeks after returning from Greece for a 3hr 5mins delay fantastic service just send in a photo of the flight details and a photo of the screen you see in the headrest in the back of the seat in front of you that shows estimated time of arrival.

sunbedchrissie

First ever post. My Thomas Cook flight from New York to Manchester was cancelled completely. I received an email from them to say that I was entitled to £530 compensation. However, the alternative flight arranged from Boston to Manchester on the following day was massively inconvenient for me, and so I went ahead and made my own alternative arrangements. I asked Thomas Cook for the cost of the canccelled flight in addition to the compensation, which I felt was very fair. Once they realised that I had not used their alternative flight from Boston, they told me that I was not entitled to the compensation, just the cost of the cancelled flight. I decided to access the CEDR resolution centre to see if they thought my claim was valid. Today, I have had notification that my claim will be settled in full.