Flight delay and cancellation compensation, Tui/Thomson ONLY

JPears

Many cases are now transferred to Liverpool, as this is a "specialist" centre for delay claims.

KTBar

I wonder if someone can help me please? I logged a compliant with Thomson on 31.5.16 regarding my flight delay, the lack of information received at the airport by their staff and the lack of facilities on-board, once we boarded our flight. I received an automated acknowledgment on the same day advising I would hear from them within 56 days. As I haven’t received a response I emailed again on 26.07.16 and received the same acknowledgment so I telephoned on 27.07.16 to request an update. I was told the Complaints team do not provide updates and the call team cannot speak to the Complaints team directly, they can only email to request my complaint can be dealt with! I was advised they would do this for me.
As I heard nothing I telephone again on 05.08.16 and was told the same story and was promised they would email the team for a response.
No response received so I emailed again a 3rd complaint on 18.08.16! Again I received an acknowledgment but no response to my complaint.
I then in September 16 wrote to the Managing director of the UK arm and the Complaints Team address on their website and sent them recorded delivery. Both letters were received but I’ve received no response!
Then on 11/10/2016 I posted a response via the website direct. Still no response.
I chased again via telephone over two weeks ago and was again told they couldn’t help as the team in the UK deal with my type of complaint and they have no way to contact the team in the UK other than by email. They promised they would email the team and I would hear from them within 7 days. Still no response.
I’ve tried ABTA but they don’t deal with my type of complaint. I really don’t know what to do next, I want a response from Thomson.
Surely they deal with after care complaints better than this. Can anyone advise what I should do next? I can only think of posting a message on their Facebook page and hope it is reviewed!
Apologies if I posted this wrong, I'm new to the forums on MSE.

Vauban

KTBar: there's a pattern here, isn't there? So do the one thing that the airline can't ignore ...

Marksfish

Marksfish wrote: »

CEDR adjudicator has accepted our claim today. I have just accepted the decision and Thomson have 20 days to make payment. Fingers crossed!!

Interesting occurrence today. on 14th, CEDR adjudicator accepted our claim and made a decision, which we accepted same day. Checking the CEDR website, it says that once a outcome has been accepted, there is no appeal and the order made must be carried out.

Today we receive a letter from Thomson (coincidentally also dated 14th November) stating they refuse our claim. This is the first correspondence we have had from Thomson since the claim was lodged in July and I am not sure whether to respond to Thomson telling them they are too late and a decision has already been made.

I have also seen conflicting answers online as to whether it is a legally binding/ enforceable decision. A lot of what I read was that when the CAA was handling it, the decisions were only advisory, but the ADR schemes are binding.

I have asked CEDR what we do next, so could potentially end up in small claims yet.

Tyzap

Marksfish wrote: »

Interesting occurrence today. on 14th, CEDR adjudicator accepted our claim and made a decision, which we accepted same day. Checking the CEDR website, it says that once a outcome has been accepted, there is no appeal and the order made must be carried out.

Today we receive a letter from Thomson (coincidentally also dated 14th November) stating they refuse our claim. This is the first correspondence we have had from Thomson since the claim was lodged in July and I am not sure whether to respond to Thomson telling them they are too late and a decision has already been made.

I have also seen conflicting answers online as to whether it is a legally binding/ enforceable decision. A lot of what I read was that when the CAA was handling it, the decisions were only advisory, but the ADR schemes are binding.

I have asked CEDR what we do next, so could potentially end up in small claims yet.

I doubt that very much, CEDR should sort it out with Thomson. They will be given a time limit to pay up.

Vauban

Marksfish wrote: »

Interesting occurrence today. on 14th, CEDR adjudicator accepted our claim and made a decision, which we accepted same day ... A lot of what I read was that when the CAA was handling it, the decisions were only advisory, but the ADR schemes are binding. I have asked CEDR what we do next, so could potentially end up in small claims yet.

This is bizarre. Did the airline agree that the matter should be put before the CEDR? If so, I don't think they have much of a leg to stand on.

Marksfish

The airline couldn't agree to go to CEDR as they didn't respond to any communication. I went to CEDR after Resolver failed to get any response after the 8 week period. CEDR gave Thomson every opportunity to put forward a defence and they ignored the process, they still have not added anything to the case. As a result, the adjudicator ruled in our favour due to lack of input from Thomson.

Yes Tyzap, I am hoping that the deadline of 4th December will pass and CEDR will be able to enforce their ruling.

redmark82

Hi all,

Having read through quite a lot of pages, to which there is a massive variation of outcomes, I wanted to ask some more experienced heads for their opinion. We had a 16 hour delay coming back from Florida to Manchester, the morning of our flight they sent us an email stating that due to a technical fault days earlier the crew for our flight couldn't work anymore hours so our flight would be delayed. We have sent the initial enquiry to which we had no reply, it has now been escalated twice now, next week will be escalated for the 3rd time.

In reality, what would be the next step that people would recommend as this delay had no direct faults and was a clear staffing issue!!

Any info would be massively appreciated.

111KAB

redmark82 - you are on a 'winner'. Google and then read Vauban's Guide and go from there. Doubt you will get your money in time for Christmas but on its way in the New Year!

redmark82

111KAB wrote: »

redmark82 - you are on a 'winner'. Google and then read Vauban's Guide and go from there. Doubt you will get your money in time for Christmas but on its way in the New Year!

:T cheers for the info, its appriciated