Flight delay and cancellation compensation, Thomas Cook ONLY

rafhelp

ive put a claim in via refund.me


giving them details.


Just now i received a promotional email from thomas cook so it wasnt sent to my spam mail, but inbox, so if indeed they did send the email on 1st dec then i surely would have seen it, so im sure they never did.

Justice13075

rafhelp wrote: »

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. I've done an email search and found nothing. I received all other emails from Thomas Cook to my inbox even the ones about the terminal change on 30th November. 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 plane 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?

Which email client are you using?

legal_magpie

Did you book via an agent of some sort, High Street or online? If so the airline may have notified them.

Justice13075

Even if they did inform the agent if they used one it is my understanding that the airline has to contact the passenger.

salaman

I had booked a package holiday for 10 nights with Teletext holidays and was informed that my carrier Thomas Cook had cancelled our return flights, I was informed that it would cost me an additional £540 to continue with my 10day holiday and this was to return with Jet2. I cancelled my holiday and re-booked the same holiday with Jet2 but it has cost me an additional £150 can I claim this back from Thomas Cook as it was their fault that my 1st holiday had to be cancelled?

jpsartre

salaman wrote: »

I had booked a package holiday for 10 nights with Teletext holidays and was informed that my carrier Thomas Cook had cancelled our return flights, I was informed that it would cost me an additional £540 to continue with my 10day holiday and this was to return with Jet2. I cancelled my holiday and re-booked the same holiday with Jet2 but it has cost me an additional £150 can I claim this back from Thomas Cook as it was their fault that my 1st holiday had to be cancelled?

At this stage, I doubt it. There are rerouting rights that you might have explored at the time although it probably would have been difficult to arrange through Teletext. If the cancellation was less than 2 weeks before your flight, you are probably due EU compensation.

legal_magpie

If this was genuinely a package holiday it was up to your tour operator to sort out the return flight, at their own expense, not you. Did they refuse? Did you give them the opportunity to sort it out?

CC5

Hello,

1st time poster looking for some advice - appreciate your help.

Booked a package holiday with Thomas Cook and flying with Thomas Cook airlines, flying Manchester to Orlando on the 17th May, returning 31st May. I have paid my deposit and the balance is due 8th Feb.

By pure chance I discovered that they had changed their schedules and had cancelled the flights they are no longer flying this route on Fridays. I spoke with my travel agent who did some digging and discovered that they had cancelled the flights and they had rescheduled 24 hours earlier for both the outbound and inbound flights. I’ve pushed back saying that I need to travel on the original dates and that under the EU r! gulations that they should be booking me on another airline that is flying this route on the original dates - in this instance it would be Virgin Atlantic.

I have received a further response saying that they can’t book onto Virgin as this is a scheduled flight and my original flight was charter. They have offered to switch me to a Thomas Cook Airlines flight from Gatwick to Orlando on the original dates. From my perspective this is far from ideal as it involves travelling an additional 300 miles to get to and from the airport, I will incur additional parking and airport hotel costs plus the overall inconvenience!

My questions are:

- can they legally refuse to book me on an alternative airline for the original dates and route, claiming the charter vs scheduled excuse?
- if I accept the Gatwick flight are they obliged to pay me for my increased costs and overall inconvenience?

I’ve also been offered a deposit refund but am not keen to do this as my overall holiday is not available!

I’d welcome your views and experience.

Regards

JPears

TC are spinning you a yarn, trying to fob you off. The flight you have been rebooked on 24 hours earlier is available to Joe public, I can get tickets for £370 odd. That means it is more than likely that the flight is covered under regulation 261/2004. You are entitled to an alternative flight. Getting it will be the tricky part. It will be difficult to force the airline. CAA you could complain to, but more than likely, won't want to know, An ADR will take too long. You may have to pay for the alternative virgin flights, claiming it back, via court if necessary. Those virgin flights are expensive and it will get messy.

CC5

Thanks for your advice. The easier option may be to accept the Gatwick offer - In your experience, if I accept the Gatwick alternative are Thomas Cook likely to cover my increased costs and inconvenience?