Flight delay and cancellation compensation, Tui/Thomson ONLY

WHUSteve

One thing from the MSE article that confuses me

it says "over 5 hrs delayed - get a full refund", then when you click the link it says something about not travelling

is the full refund only if you decide not to travel, or is that what you're entitled to for over 5hrs delay?

sorry

Reue

Update on my claim:

Flight delayed over 16 hours due to the pilot being ill.

1. Raised claim with Thomson, they said it was an extreme circumstance and beyond their control.

2. Raised it with the CAA who said they would contact Thomson

3. Thomson take 2 months to reply to the CAA with further information.

4. CAA now reviewing the data and will get back to me once complete.


Im still pretty sure that the pilot being ill is not an extreme circumstance. While it is outside of the airline's control for them getting sick.. it is not outside of their control to have suitable backup. Delaying the flight 16 hours demonstrates they did not have a suitable backup.

leylandsunaddict

WHUSteve wrote: »

One thing from the MSE article that confuses me

it says "over 5 hrs delayed - get a full refund", then when you click the link it says something about not travelling

is the full refund only if you decide not to travel, or is that what you're entitled to for over 5hrs delay?

sorry

You have to cancel to get the refund after a 5 hour delay. It only applies to the flight element if you've booked a package.

Mistyxx

I've just rang Thomson to chase up the claim forms that I requested 3 weeks ago.

He said that they are no longer sending out claim forms but went onto explain that I wouldn't have a claim as our flight delay of 16 hours comes under 'exceptional circumstances'. I said that mechanical failure doesn't come under this rule but he said that some mechanical failures do and this is one of them. It was the number 1 Thrust Reverser and he said that it's not something that would have been picked up during routine maintenance.

Is he right in what he says??

Also, I understand that airlines have a right to care for their passengers. As I mentioned earlier, 4 of us (2 adults, 2 children) were delayed 16 hours from DLM to BHX. During our delay we were only once given water, a very short night's sleep in a nearby hotel with breakfast the following morning - meaning we didn't eat in well over 12 hours. Is that something that needs looking into too?

Many thanks.

karl60

I too have had the 2year exclusion letter. Has anyone actually taken Thomson to court yet, or got so far along the process that they have received any money from them?

Wight_Rabbit

Myself and my Wife have today received the letter stating that the time limit for claims is two years. I have been lurking here and thank you for your kind advice.

My Wife has done some digging and it seems the letter came from TUI Customer Legal Department. The head of the department is called Pete Baxter and their number is 0844 871 8143. My wife has called and found them more helpful than the usual After Travel department whose number was at the bottom of the letter we got today.

I have also sent my letter to the CAA as advised above and have now sent a LBA.

Thank you again for all your kind help. Our delay was in 2009

WHUSteve

leylandsunaddict wrote: »

You have to cancel to get the refund after a 5 hour delay. It only applies to the flight element if you've booked a package.

many thanks

Mathew

karl60 wrote: »

I too have had the 2year exclusion letter. Has anyone actually taken Thomson to court yet, or got so far along the process that they have received any money from them?

Hi Karl,
I've issued court proceedings through solicitor's (home insurance). TUI/ Thomson totally ignored letters from them and recently the court papers were submitted.
I'm currently waiting for the court date or Thomson to bottle it!

geewhiz

I've also received the 2 year fob off letter today in response to my first letter sent on 18th February for a 7hr delay in 2008.

I'm really annoyed that they are taking this approach as I've travelled with them every year for the last 8 years but I won't be using them this year. If I don't get the compensation I am legally entitled to they will have lost me as a customer forever.

Off to look at my home insurance to see if I have legal cover, if not I'll get on the case myself as I'm not going to be one of these people who gives up as that's just playing into their hands.

spaceaarvark

Reue wrote: »

Update on my claim:

Flight delayed over 16 hours due to the pilot being ill.

1. Raised claim with Thomson, they said it was an extreme circumstance and beyond their control.

2. Raised it with the CAA who said they would contact Thomson

3. Thomson take 2 months to reply to the CAA with further information.

4. CAA now reviewing the data and will get back to me once complete.


Im still pretty sure that the pilot being ill is not an extreme circumstance. While it is outside of the airline's control for them getting sick.. it is not outside of their control to have suitable backup. Delaying the flight 16 hours demonstrates they did not have a suitable backup.

Virgin Altlantic have just paid out in similar circumstances...

See http://forums.moneysavingexpert.com/showpost.php?p=59839439&postcount=5840