Flight delay and cancellation compensation, Thomas Cook ONLY

KatTeasy

Hi

Ive been trying to claim compensatioon for a flight that was delayed over 6 hours and this is part of the response i have received back.

Although delays do occur on occasion, they can arise for a number of different reasons, and having carried out a full investigation I would assure you that we took all reasonable steps possible to minimise the waiting time for our customers. In line with our obligations under Regulation 261, I would ask you to accept a voucher to the value of £480. I trust this will allow us the opportunity to prove to you that your experience is not typical of our usual performance. Please reply to this email to confirm acceptance of this compensation.

It was my understanding that compensation woudl be in the form of cash and not a voucher like they are making out.

I want to reply stating that i understood compensation would be in cash (cheque etc) and i am willing to accept £480 paid in this method. What i dont want them to do is then backtrack and not offer me anything - though i dont see how they can do after this. They've not said it was outr of theirtcontrol etc theyve just gone on about how unfortunate delays are and how they try to minimise them etc.

Any advice would really be appreciated.

Oliviad

MrsW86 wrote: »

We waited about 6 weeks after our initial contact then had to send a notice before action email before we got the response in my previous post, think that gave them a kick up the bum to reply. The ABTA guidelines/code of conduct gives them 28 days to respond to your complaint, I would contact them again stating this and if they still don't give you a full response then give notice before action.

Thanks. I will count up to check they have had 28 working days, the it's notice before action. Never been through court before...bit nervous

maghater

bristolbaron wrote: »

Balls, they're not playing.

I emailed the 'Which!' draft letter" and had one of the generic replies [exceptional circumstances]
I then emailed the Centipede100 Template letter and have had the following reply:

They're saying go to the CAA, I'm happy to skip that step and go straight to MCOL if that's advisable, but should I also fill in a CAA application at the same time? Do I reply to the above or am I wasting good writing time?!

Its all just delaying time by a company I wouldn't buy a toilet roll from. For what its worth I had to contact the AESA (Spanish equiv of CAA because delay happened in Spain). TC didn't respond to them, however AESA did their own investigation, found in my favour and told TC to pay up. Needless to say a company with the honour code that Thomas Cook haven't shelled out, and the last I heard from them they said it was up to the judge in the small claims court to deceide if it was ec or not. Doubtless when they don't like what he says, it will go on to a higher court, etc.etc. By which time I will probably be dead or bankrupt. Has already been going on for 9 months

21yrold

Gorbar wrote: »

Sorry it is eudelay.co.uk

I have filed a case with these people now as i never felt confident enough to peruse it via court myself ;/

maghater

21yrold wrote: »

I have filed a case with these people now as i never felt confident enough to peruse it via court myself ;/

Best of luck, lets know how you get on, think if I did again I would take that route, certainly would help keep the blood pressure down.

21yrold

Yes i will keep you updated.

I got as far as court action so done most of the leg work just would prefer to get 75% of something rather than 100% of nothing!

8904jo

Hi all - sent my initial letter to TC on 18th Feb, followed by a reminder. Finally received response on 13th March asking for the proof of reservation - ie confirmation invoice, ticket booklet or boarding card. Thankfully Co-op travel were able to provide copy invoice which I will now send off. Letter from TC states that without proof they are unable to accept claim or request for comp. As I can provide the proof should I be hopeful that they will pay out? Also Dalaman to Belfast - am I right in saying that is 400euro each comp??

jamit

Keep going. Polite letters and emails. Don't bother phoning. Tell them you have contacted CAA and give them the reference number when you gte it. They will offer a voucher first. Turn this down and ask for money. It will come.

Good luck!

hayls23

Hi guys i sent the letter from mse site to thomas cook and had an acknowledgement email from cust rel about two weeks later, wednesday 13th April, and then yesterday had this email...

Dear Hayley


I am writing in response to your letter regarding your recent travel arrangements with Thomas Cook.
It is with regret that I note your flight with us was delayed. Whilst delays are an unfortunate part of air travel, I would like to assure you that a lot of work goes on behind the scenes to ensure that any disruption to our passengers is kept to an absolute minimum.
When a delay is initially identified, it is not always immediately apparent as to when a revised take off time can be secured. A number of factors have to be considered, which can vary dependent on the reason for the delay, and quite often we are reliant on outside influences, such as Airport Authorities or Air Traffic Control. Throughout, however, as soon as confirmed information is available, this is passed onto our customers as quickly as possible through our handling agents at the airport.
Although delays do occur on occasion, they can arise for a number of different reasons, and having carried out a full investigation I would assure you that we took all reasonable steps possible to minimise the waiting time for our customers. In line with our obligations under Regulation 261, I would ask you to accept the value of £1785 in the form of a voucher.I trust this will allow us the opportunity to prove to you that your experience is not typical of our usual performance.
Please be assured that on-time performance is a key measure for us as a business, and we constantly review our operations to ensure we deliver the best results, and service. I would like to offer our apologies for any inconvenience you were caused on this occasion and I hope that despite this, your stay was found to be an enjoyable one.

Kind Regards

Elaine Pratt

Customer Relations

Has anyone else had this sort of reply but insisted on the cash/cheque? What are my chances of getting the money rather than the voucher????

maghater

If you want cash they have to give you cash, just ring them up and tell them they will oblige. Could you tell us which flight date and any reasons they gave for the delay cheers