Flight delay and cancellation compensation, Tui/Thomson ONLY

PURDY

To be honest we were sent away at the first delay to get a £5 voucher for refreshments. We were also told "unofficially" that our Plane (the one at the departure gate) was to go to Luton, So I guess it was not the plane that was there initially.
Just not sure where to go with this next.

David_e

PURDY wrote: »

My question is how do I find out what airport they are talking about where the baggage belt was broken?

Have you asked Thomson?

PURDY wrote: »

Just not sure where to go with this next.

Have a look through this:

Flight Delay Compensation Important Info - Please check before posting

PURDY

Thanks David,
Haven't asked Thomson yet, but probably next thing to do, and wait another month for a reply.
Thanks for the link, will have a look and see if there is anything that can help me.

Bridgetjones1965

Hi

Please be gentle with me as this is my first post on the forum, I have read the F.A.Q and the other documents and think we have a valid claim for our flight delay from Doncaster Airport to Las Palmas ( Gran Canaria) Flight number TOM 3688 on the 12th July 2014.

On the morning of our flight I received a text telling me that our flight was delayed and instead of departing at 15:25 it would now depart at 18:45 and to check in 3 hours before our new flight time which we did.

Upon checking in no information was given to us as to why it was delayed and nothing given to us when we asked, at check in we were given food vouchers for £5 each. Again once at the airport the flight was delayed further and again no information given as to why.

We actually landed in Las Palmas at 23:43 hrs. ( originaltime was 20:00 hrs.), we asked the Thomson rep when we landed why the flight was delayed and was told it was due to rotational issues.

Upon arriving back in the UK after our holiday we submitted a claim via the Thomson on line claim form but didn’t mention the court ruling or thelegislation paragraph.

Email sent to Thomsonon the day we returned to the UK

“The flight was due to leave Doncaster airport at 15:25 and reach Las Palmas airportat 20:00.

Due to the delay the flight left Doncaster airport at 19:40 (approximately) andarrived in Las Palmas airport at 23:40 (approximately) which was a delay of 3 hours and 40 minutes.

When we arrived at Las Palmas airport, the Thomson representative, when asked,notified us that the delay was due to rotational issues.


This situation left people waiting at Doncaster airport in departures,unaware of any reason and without explanation to why the flight was delayed. This had a knock on effect of missing our evening meal in the hotel andarriving (with time added on for transfer, which was further delayed itself by30 minutes) at 02:30 Sunday morning which lead to an extremely stressful anddisappointing beginning to our holiday.”

Some weeks later and several emails later giving us the usual 28 days nonsense Ireceived the following response:

“Dear Mrs xxxxx

Thank you for contacting us regarding your recent flightdelay.

May we firstly apologise for the delay to this flight andany resultant problems you may have experienced. We are conscious of the needfor flights to operate on schedule and would reassure you that Thomson Airwayshas a good record in this respect. Unfortunately, the sheer volume of AirTraffic does mean that delays are sometimes inevitable, as a result oftechnical or scheduling difficulties. However, we do our best to try andresolve any problems as quickly as possible, with the minimum of inconvenienceto our customers.

Unfortunately, Thomson Airways in common with other charterairlines, do not pay compensation for flight delays or their consequences. Anyclaim for compensation is limited to that which is payable under the terms andconditions of your holiday insurance. If charter airlines were to acceptliability for delays, the cost of flights and package holidays would have toincrease considerably, putting them out of reach of many customers

I do hope that despite the above you had a fantastic holidayin Gran Canaria and we look forward to welcoming you to Thomson in the future.”

Yours sincerely,

SarahMichelle Hamilton

AfterTravelCustomerSupportAdvisor

What next ?

I guess my question is do I now reply using the template on this site giving them once last chance and sending in copies of boarding cards text message ect before going to the CAA or a no win no fee solicitor, I would really appreciate your help as I have never done this before and expected it to be a straightforward process, how wrong was I.

JPears

What time was your original estimated time of landing, before the original text notification of delay?
If your flight was delayed because Thomson missed its ATC slot, that will almost certainly be their problem, resulting in a claim under 261/2004.
This paragraph;
"Unfortunately, Thomson Airways in common with other charterairlines, do not pay compensation for flight delays or their consequences. Anyclaim for compensation is limited to that which is payable under the terms andconditions of your holiday insurance. If charter airlines were to acceptliability for delays, the cost of flights and package holidays would have toincrease considerably, putting them out of reach of many customers"
is, at the very least specious, and most vets on here would consider it an out & out lie and misleading information.
I presume you have downloaded the guide made by the Lord Vauban?
If not, do so, send another letter, quoting the regualtion 261/2004 and noting this as an NBA. Then commence legal action or go to a NWNF firm, several names crop up here regularly.

smartly

Haven't read this anywhere on here.

Update on MSE, pre-cases to be held at Supreme Court in November:

http://www.moneysavingexpert.com/news/travel/2014/09/flight-claim-on-hold-outcome-of-the-airlines-challenges-expected-by-early-november?_ga=1.77114133.1667518609.1392998567

Bridgetjones1965

Hi JPears

Thanks for your response and helpful tips, our original landing time was 20:00 hrs and we actually landed at 23:40. I have indeed downloaded Lord Vauban guide and will use this to send a letter including all evidence.

Do you have any advice on the preferred method for sending the complaint letter, e.g is email better or recorded letter, is it worth coping in senior managers at Thomson as I have found David Burling, Managing Directors email address.

Thank you for taking the time to give me some very helpful advice it is much appreciated.

David_e

Bridgetjones1965 wrote: »

"Unfortunately, Thomson Airways in common with other charterairlines, do not pay compensation for flight delays or their consequences. Anyclaim for compensation is limited to that which is payable under the terms andconditions of your holiday insurance."

That is criminal! If I thought it would do any good, I'd suggest that you send it to the CAA.

Definitely write to the MD and make and ask why his employees are telling bare faced lies.

legal_magpie

In this instance I WOULD send it to the CAA as well because as David says this is blatantly untrue.
JJ

legal_magpie

You should also be writing to the MD at Thomson, ideally by name, making a formal complaint against Sarah Michelle Hamilton because either she has no idea of the law or else she has been told to do this.