Flight delay and cancellation compensation, Tui/Thomson ONLY

Shug61

Sirrom wrote: »

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

On my claim, which took months, once they agreed (were told by CEDR) to pay they asked for my bank details and payment landed within three weeks.

Good luck, if they award comp soon you probably hold the record.

ellebarto

I'm making a claim against TUI. I've sent all the info as per their own request forms but have heard nothing for 35 days. I've chased them twice during that time. Is this just part of the game or do I need to get a solicitor involved?

They do not even acknowledge my chaser emails.

Tyzap

ellebarto wrote: »

I'm making a claim against TUI. I've sent all the info as per their own request forms but have heard nothing for 35 days. I've chased them twice during that time. Is this just part of the game or do I need to get a solicitor involved?

They do not even acknowledge my chaser emails.

It's all part of their silly game, keep pushing.

Good luck.

bigal_06

35 days is nothing. I waited 9 weeks then went to CEDR.

Waited a week then TUI made an offer for the full amount.
I then waited another 2 weeks and TUI have now today just told me they have raised the cheque and to allow yet another 28 days.

Good luck

buglawton

With TUI, Resolver got me nowhere, despite Resolve misleadingly having TUI in its dropdown list of airlines to give the impression it was usable. (Well, Resolver did make me organise my info and docs on the case, so no all bad...j

Things got moving by
a) Filling in TUI's online claim form and uploading docs at same time.
b) When nothing happened I phoned them to follow up with ref number in hand.

They said a cheque would arrive within a month, it came within 2 days BUT.....

It bounced. Well, sort of. TUI's bank reversed the transaction claiming 'duplicate cheque'. How convenient. More phone calls, 2nd cheque, that went through. Drawing teeth is easier.

sfry

Tui actually seem to have had an outbreak of efficiency. I put in my flight delay claim on 13 October and received a cheque in the post on 3 November. :j

MrWebDesign

Hi there, bit of a live issue this one...my mother is currently off to Hurghada in Egypt with a group of friends. Mum took off at 10:45 this morning from Bristol to Hurghada with TUI flight BY434 / TOM434. Distance is roughly 4000km and flight time is just over 5hrs...so should have landed GMT around 15:45/16:00.

An hour in they had a technical fault and pilot announced they had to return to the UK to land the plane to investigate...they landed in Birmingham (not Bristol where they took off from!) just now awaiting a new plane.

Can anyone help knowing their rights here...they are unclear as there original take-off was pretty much on-time but clearly they are going to be delayed past there original landing time here.

Appreciate any advice

patgra

Well done to you for your prompt reply and recompense from TUI. Did you go through Resolver or CEDR? After my 22 hour delay, TUI refused my claim (28th September), now waiting for a reply from Resolver but maybe I should have used CEDR.

Caz3121

TUI thread is here
https://forums.moneysavingexpert.com/discussion/4384699/flight-delay-and-cancellation-compensation-tui-thomson-only
Any delay is measured on scheduled arrival time v's actual
she is entitled to duty of care whilst waiting - refreshments
compensation - I don't believe a mid-flight technical issue is clear cut. There should be information given out at the airport on the situation

MrWebDesign

Thank you so much for replying with those comments. They have just been offered nibbles and drinks and hope to be on their way with a new plane within the next 20 mins. They are disappointed not to be sat together and with extra leg room as previously paid for...no doubt the pilot will also try to make up some time so as to avoid the compensation payout perhaps!

Will see how this one concludes...