Flight delay and cancellation compensation, Tui/Thomson ONLY

JPears

patgra wrote: »

I think I was on the same flight as KingEglon on page 454 from the sound of it. I wonder how he/she is getting on. You are very kind and helpful. Should I e mail or write to TUI? I have a letter which was handed to us all on arrival at Gatwick saying about the 22 hour flight delay if we wanted to claim off our insurance, which I do not want to do.

Sounds like it. After only 13 days and tui I doubt kingeglon has got any further at all, unfortunately.

bigal_06

My original email to TUI was ignored and after nine weeks of no response from TUI I submitted a case with CEDR and after just over 1 week after that TUI has made an offer (VIA CEDR) for the full amount of compensation.

Apparently they now have 20 working days to settle now by sending the cheque so I await the post everyday now!

Jline1

Please can someone help. I came back from Alicante on 8th of August since then I have been trying to make a claim for my flight delay which should have travelled 7th August.
TUI are delclining it is their fault saying the airport closed and it was out of their control. They didn’t even have the right flight number on my reply letter. I asked them to reconsider. They declined and told me to go to CEDR. A reply from Thomson has arrived today and now they are saying my flight was only delayed 17 hours and not 18 that the letter stated which they gave us when we landed
They also state this “n light of the Supreme Court ruling on 31st October 2014 we have investigated the claim for flight TOM7293 Alicante to Birmingham and our delay handling logs show that the flight was delayed by seventeen hours and twenty-nine minutes on arrival. TOM7293 suffered a reactionary delay to the outbound sector which was delayed following operational disruption due to the night stops in Hurghada on the sixth of August.”
CEDR want a response to this letter. Any ideas what to do as I’m not sure.

Jline1

Please can someone help. I came back from Alicante on 8th of August since then I have been trying to make a claim for my flight delay which should have travelled 7th August.
TUI are delclining it is their fault saying the airport closed and it was out of their control. They didn’t even have the right flight number on my reply letter. I asked them to reconsider. They declined and told me to go to CEDR. A reply from Thomson has arrived today and now they are saying my flight was only delayed 17 hours and not 18 that the letter stated which they gave us when we landed
They also state this “n light of the Supreme Court ruling on 31st October 2014 we have investigated the claim for flight TOM7293 Alicante to Birmingham and our delay handling logs show that the flight was delayed by seventeen hours and twenty-nine minutes on arrival. TOM7293 suffered a reactionary delay to the outbound sector which was delayed following operational disruption due to the night stops in Hurghada on the sixth of August.”
CEDR want a response to this letter. Any ideas what to do as I’m not sure.

bigal_06

Jline1 wrote: »

Please can someone help. I came back from Alicante on 8th of August since then I have been trying to make a claim for my flight delay which should have travelled 7th August.
TUI are delclining it is their fault saying the airport closed and it was out of their control. They didn’t even have the right flight number on my reply letter. I asked them to reconsider. They declined and told me to go to CEDR. A reply from Thomson has arrived today and now they are saying my flight was only delayed 17 hours and not 18 that the letter stated which they gave us when we landed
They also state this “n light of the Supreme Court ruling on 31st October 2014 we have investigated the claim for flight TOM7293 Alicante to Birmingham and our delay handling logs show that the flight was delayed by seventeen hours and twenty-nine minutes on arrival. TOM7293 suffered a reactionary delay to the outbound sector which was delayed following operational disruption due to the night stops in Hurghada on the sixth of August.”
CEDR want a response to this letter. Any ideas what to do as I’m not sure.

Do you know why the airport was closed that then caused the reactionary delay? According to BottonLine - Bad weather affecting a previous flight, causing your flight to be delayed is not Extraordinary Circumstances

JPears

Welcome.
Please repost this on the dedicated TUI/Thomson thread. Starting your own thread makes navigation and help difficult.

If you haven't already done so, download Vauban's superb guide which will give you a walkthrough on the claims process and the case law behind claims.
It matters not one jot whether your flight was delayed 17 or 18 hours. If it was a delayed arrival of 3 or 4 hours (depending on the distance) then potentially compensation is due.
What TUI have replied with, is quite frankly, bovine excrement and has no relevance to any defence.
The plane involved in YOUR flight was delayed at least 24 hours earlier. Tui will have been well aware of this and should have made efforts to reduce your delay. Instead you were delayed nearly a day.
When you repost in the TUI thread, put all your flight details up - dates, tiimes, route and flight number. We maybe able to track the movements of the aircraft involved. Airlines are not unknown to be how shall we say, "alternative" with the truth.

JPears

see my post on your personal thread.
And please avoid double posts. Thanks

Sirrom

Hello

I have received notification from TUI that compensation has been raised for a flight delayed by over 5 hours on the 25th September 2018. The flight was delayed due to technical issues, and we made sure to get suitable evidence to support this.
I used the Flight Delay page on their website to contact TUI immediately after the delay (aftertravel.flightdelay@tui.co.uk), and then having had no automatic response for a few weeks I called them (16th Oct) and was advised to use an alternative email because they were having issues with the first email address I used. I received an automated response immediately this time. Email is aftertravelcustomersupport@tuiuk.com for reference if anybody needs to contact them.

I then received an email from them on the 25th October which asked for me to confirm lead passenger details because they could not process claims without these detals. I am lead passenger so this was confusing. I contacted them via phone this day and they updated my details then and there. They advised that I would receive a subsequent email within 5 days with further information in. I didn't receive anything. I then contacted them on Twitter and TUI messaged me to say that compensation has been raised.

Based on others' experiences with TUI Customer Service, it has not been a significant amount on time by any account from me putting in the initial claim to now, but also based on what I've read online, I am keen to chase this to ensure that TUI don't impose unnecessary delays when my claim appears to be straight forward. I called them last night (01 Nov) to chase this claim again. I was put on hold for a significant amount of time and then advised that the claim was now with Customer Compliance in a UK branch, and is pending authorisation.

Once a claim is at this stage and based on other people's experience with TUI, how long would it usually take to receive the compensation payment from them?

Thanks

Wobbler70

Hi all.
Had a 21 hour delay back from Morocco. Firstly due to a technical fault causing the plane to be grounded. Compounded by crew running out of hours and a medical emergency.

When we landed, we received a letter from the tui rep confirming that the plane had been grounded for operational reasons. I submitted a claim using the resolver website whilst waiting for luggage.

The standard response from Tui denied my claim (and that of a Co traveller) on the basis of the medical emergency (which added 3 hours max after the plane was already expected to be 18 hours delay) and they suggest I go to arbitration.

I am happy to do this but don't know if this precludes me from going to the small claims court if unhappy with that decision.

If anyone has experience of this I'd be grateful for pointers.

Thanks in advance

Justice13075

You can go to arbitration and if you lose you can still go to the small claims court. Put your flight details into bottonline and euclaim and see what they say about your chances of compensation.