Flight delay and cancellation compensation, Thomas Cook ONLY

JPears

If your original flight was cancelled and you were then denied boarding on the re-routed/replacement flight, you potentially have 2 claims for compensation.

barjaffa

DMV wrote: »

Hi all! We were delayed on a Thomas Cook flight from Heraklion that was scheduled for 10/10/18.Half an hour into the flight the oxygen masks were deployed and a smell of burning throughout the cabin. We were told the pilot had full control of the plane and to keep calm! Eventually it was announced that we would have to land in Athens due to a technical fault- faulty ac unit. We were in the air with masks on for over an hour before we were told it the cabin pressure was safe and we would land in Athens. I have since contacted Thomas Cook who claim the delay was due to WEATHER! Unbelievable, I then sent them another email with supporting documents that were given to us before we left the next night at gone midnight which mentioned the technical fault and faulty ac unit. They ignored my email, so I lodged a complaint with ABTA and had a reply from Thomas Cook the next day saying they were happy with their final decision not to compensate and to contact CEDR, which I have done today.
My questions are these: were you on that flight or know someone who was? Flight no:MT 1179 scheduled to leave on 10th Oct but actually ended up leaving in the early hours of the 12th? If so how have they been dealt with compensation wise? I'm determined to see this through to the bitter end- the audacity of them blaming the weather, it was not a bogstandard delay but also a terrifying ordeal.
Any advice help would be appreciated.

Hi, My husband and myself were on this flight! True, it was rather scary. We have started the process on the Resolver website, but so far absolutely nothing, we have now escalated to Senior Independent Director, but still have 2 weeks to escalate further. We had only one confirmation that they received our claim, saying "we are looking in to what has happened" and absolutely nothing further.
Just wanted to let you know that official reason for the delay can be easily found on the website diverted.eu, in the search engine type MT1179 and it will show the needed details. Of course, the weather was not the reason for 24 hour delay!
We will be extremely interested to know where you get to with this case, so keep us posted.
Regards B.

Justice13075

Resolver sometimes works but often doesn't. Contact Thomas cook again and ask them for a deadlock letter and then go to arbitration through CEDR.

Paul_Manc

Just to advise that my Skiathos return flight in September was delayed due to bad weather. TC staff offered to arrange overnight accommodation etc or stated I could make arrangements myself, which I did. On return, I submitted my claim to TC via web site, but got a rejection for 'compensation'. I wrote another email, stating this was a 'right to care' and that I would take this to court if they did not respond - they didn't reply - I sent a registered letter stating the same - no reply - so I raised my claim via the court Money Claim Online and just received full payment including £25 court fee.

Tyzap

Paul_Manc wrote: »

Just to advise that my Skiathos return flight in September was delayed due to bad weather. TC staff offered to arrange overnight accommodation etc or stated I could make arrangements myself, which I did. On return, I submitted my claim to TC via web site, but got a rejection for 'compensation'. I wrote another email, stating this was a 'right to care' and that I would take this to court if they did not respond - they didn't reply - I sent a registered letter stating the same - no reply - so I raised my claim via the court Money Claim Online and just received full payment including £25 court fee.

Well done Paul,

Unfortunately you had to spend time and trouble to get your costs back.

It's about time the regulator put a stop to this type of sharp practice. Airlines such as this are treating their customers with contempt and a complete disregard for the law.

The CAA condones this practice by doing nothing to prevent it, and so the airlines do it more and more with impunity.

They tried to put hurdles in your way but you pressed on to eventually get what was rightfully yours:j

rafhelp

By chance I found out that the flight time had changed for a flight from AYT to Manchester. Checked online and it seemed to have. BUT I had not received any emails from Thomas Cook about the flight change. I always check my emails daily, I checked my spam folder and nothing there either. Ive done a email search and found nothing. I received all other emails from Thomas Cook to my inbox even the ones about terminal change on 30th Novemeber. I spoke to their live chat on 20th december and they said the flight change was sent to me by email on the 1st december. I asked other passengers on the plain who also said they never received any emails about this.


So the new flight or delayed flight (same flight numbers) was over 6 hours later. This meant flying at night time really late which i wanted to avoid and am sure paid a bit extra for.


Am I eligible for compensation? Would i have to prove I did not receive the alleged email they sent on 1st dec? If yes how do i prove this?

Justice13075

Please repost on the Tomas cook thread halfway down the page for answers. A new thread clogs up the forum

rafhelp

By chance I found out that the flight time had changed for a flight from AYT to Manchester. Checked online and it seemed to have. BUT I had not received any emails from Thomas Cook about the flight change. I always check my emails daily, I checked my spam folder and nothing there either. Ive done a email search and found nothing. I received all other emails from Thomas Cook to my inbox even the ones about terminal change on 30th Novemeber. I spoke to their live chat on 20th december and they said the flight change was sent to me by email on the 1st december. I asked other passengers on the plain who also said they never received any emails about this.


So the new flight or delayed flight (same flight numbers) was over 6 hours later. This meant flying at night time really late which i wanted to avoid and am sure paid a bit extra for.


Am I eligible for compensation? Would i have to prove I did not receive the alleged email they sent on 1st dec? If yes how do i prove this?

Caz3121

checking your bookings online regularly is good practice. It is not clear how far in advance you saw the change. Did you have to wait at the airport for over 6 hours? were you provided with refreshments?
I would say on about 10 schedule changes, I have spotted them all before any notification from the airline by checking my bookings regularly

JPears

Caz I think when the OP contacted TC or saw any change is irrelevant. Unless the delayed flight was due to an EC the OP has a valid claim for compensation as TC failed to contact him/her.
EC has made it quite clear that the onus is on the airline to contact the passeneger AND prove that.
If TC contacted passenger, as they claim, on 1st Decemebr they will need to prove it. I would have thought it good practice that TC require the passenger to confirm they have received notification?
It may be prudent for the OP to send an SAR seperate to, but as part of the claim process.