Flight delay and cancellation compensation, Tui/Thomson ONLY

Bob_leponge

Wonder if anyone can help please. We travelled on TOM155 CUN-MAN on 1st February 2020. The flight was delayed by over four hours, and we filled in the form on the TUI website to claim compensation. They replied on 5th February to say they have accepted the claim, and we would receive payment of £1008 within 14 days. Unfortunately this did not arrive. The deadline was extended to 28 days, then finally 56 days. Payment still did not arrive. Managed to speak to the 'High Profile' complaints team who said the cheque had been lost in the post, and we've had to wait 2 weeks for the cheque to be cancelled, then another 56 days for the cheque to arrive. We checked they had the correct address, which they did. Begrudgingly waited again, only for no cheque to arrive. They have now responded to say they'll have to stop the payment again and we'll have to wait another 56 days. It's now been 190 days since I received the email confirming that we are due compensation.

Is it possible to take Tui to Small Claims Court, even though they've already accepted we are due the compensation, they just seem to have no intention of paying it?

mishypink

mishypink said:

Hi I wonder if anyone could advise please. Our tui flight from Manchester to Montenegro was delayed by 6 hours due to a burst tyre on the plane which we were supposed to be boarding. We were informed of this by the pilot when we finally boarded. This apparently happened when the plane was landing in Malaga. We had to wait for a replacement plane from the Canaries. When we boarded the plane, the pilot told us that tui sent a crew to malaga but they were unable to replace the tyre and therefore we were sent a replacement aircraft from the Canaries. We gave tried to make a claim and tui have responded saying we dont have a case to claim as it was an extraordinary circumstance. Is it worth pursuing the claim? Thank you.

Hi all - just to let you know we referred this to Bott & Co as we were unsuccessful with our claim and CEDR ruled in Tui's favour. We have just had notification that the claim has now been settled in our favour!!

jacko4468

Bob_leponge said:

Wonder if anyone can help please. We travelled on TOM155 CUN-MAN on 1st February 2020. The flight was delayed by over four hours, and we filled in the form on the TUI website to claim compensation. They replied on 5th February to say they have accepted the claim, and we would receive payment of £1008 within 14 days. Unfortunately this did not arrive. The deadline was extended to 28 days, then finally 56 days. Payment still did not arrive. Managed to speak to the 'High Profile' complaints team who said the cheque had been lost in the post, and we've had to wait 2 weeks for the cheque to be cancelled, then another 56 days for the cheque to arrive. We checked they had the correct address, which they did. Begrudgingly waited again, only for no cheque to arrive. They have now responded to say they'll have to stop the payment again and we'll have to wait another 56 days. It's now been 190 days since I received the email confirming that we are due compensation.

Is it possible to take Tui to Small Claims Court, even though they've already accepted we are due the compensation, they just seem to have no intention of paying it?

Did you get this sorted as I'm in exactly the same boat with tui, email to say delay claim accept from them then nothing. Helplines are unhelpful and so is the social media team

Whatshallicallit

Hi 
Same as previous posts, and know of others too. Tui accepting that you are entitled to compensation but not following up their email with link to prove payment details. Waiting over 2 months now, as any of the previous posters eventually got their s? Or any advice of who to contact and exert pressure to expedite the payment?

weejeannie

I was delayed 6 hours coming back from Tenerife on 26th November. I filled in the form, a few days later Tui said that they couldn't find my partner on their flight manifest then around 5 mins later, they emailed to say I was entitled to £350 each and that they would contact me to get my bank details, never heard back from them. I emailed them again and they sent another form to complete, cutting this short, I completed 4 forms as they couldn't then find me on the manifest. I got so fed up that I found the email address of the CEO and copied him in on my last email, still no reply from him either. I know of others on the flight who have received their compensation. Sick of them, and I have 2 other holidays booked with them next year.

Fortyfoot

Try these, you dont get it all, they do the work.

 

FlightDelay@bottonline.co.uk

Hobgoblin2

Hi

Could anyone help.

We booked a package holiday with TUI to Fuerteventura, flying from Manchester, and were due to fly back at 20:05 on the 26th July. 

We received an email from TUI at 12:49 on the 26th July saying that the flight was delayed, 24 hours, until 20:05 on the 27th July. the delay was due to "operational disruption".

We were taken to a hotel and a TUI rep on the coach assured us that all our extra costs would be reimbursed.

On the 27th the flight was delayed by another 3 hours and 31 minutes before we finally departed.

We have received another email from TUI with details of the delays so that we can claim off our travel insurance.

Please could you confirm that TUI should reimburse us for the meal we had at the airport and the extra day car parking at Manchester?

Because the flight was delayed twice, 24 hours and then 3 hours 31 minutes any chance we could claim compensation for both delays?   

Thanks

eskbanker

^ Answered on your other thread....

Charlottelouise2396

Hello 


I am wondering if anyone can help me/give me some advice. 

My boyfriend and I flew from Manchester to Crete on 09/09/22, flight delayed 2 hours out. The holiday was lovely, no issues there, however, on the way back we were delayed over 49 hours and it was absolute hell. 

We were supposed to fly back, TOM2571 from Heraklion to Manchester at 1:55 am on 17/09/22, this was delayed whilst at the airport to 3:45 am, and just after 3 am we were told the flight had been rescheduled, proceed to boarding. We were then taken to arrivals to collect our bags and left waiting outside arrivals until 8 am Crete time with no information from tui, there were greek tui reps there however they were both dismissive and defensive, not in the least sympathetic. 200 passengers on the flight give or taken when then loaded into buses and taken to random hotels, ours was back in Hersonnisos where we originally stayed and it was awful. 

*the reason we got for this delay was the air traffic control strike in France, which meant the outbound leaving Manchester was late, pushing the crew into out of hours and not able to fly us back, which they had told some passengers after having to go through the arrivals hall with 200 passengers from our cancelled Manchester flight that they knew when they left Manchester our plane wasn't going to fly-but i suppose that's neither here nor there. 

Tui eventually got in touch to say we would be picked up at 5 pm to fly at 8 pm on 17/09/22, went all back through check in, 8 pm came and went and we did not take off, it was gone 10 pm until we were told it had been cancelled again via text message. 

*The reason for this cancellation was given as a technical fault.

We were then put back onto buses once going back through arrivals for the second time, and checked into a hotel the other side of Heraklion at 2 am on 18/09/22. We were told via email, no rep, that we would be picked up at 2:30 pm to fly at 5 pm from Heraklion, over the course of the 18/09 it was delayed from pick up at 2:30 pm to fly at 5 pm, to pick up at 6 pm to fly at 9 pm, to pick up at 8 pm to fly at 11 pm to pick up at 11:30 pm to fly at 2:10 am on 19/09/22. We went back to the airport for the 3rd time, where the flight had already been delayed until 3:30 am, which did actually fly. We got into Manchester 5:50 am GMT on 19/09 . 

*The reason for these delays were given as a 'variety of issues' including finding a crew to fly us, getting them to Heraklion, finding a working aircraft and then eventually saying they had had to charter a 'rescue aircraft' operated by SmartLynx to fly us back from Crete. 

I suppose my questions are, what flight compensation am i entitled to, is it the highest amount for the mid-haul flight (up to 3500 km)? 
I've had the flight compensation form returned to me twice, but after going into the TUI shop today (26/09) I've been told my second one is still active and will be looked at. The manager in the store was somewhat sympathetic, but began talking about all the travellers being repatriated from areas hit by the hurricane, which I sympathise with, however my issues were before the hurricane hit so can't be used as an excuse. 

We have been offered £300 pp in holiday vouchers with TUI, which I have received by email, the manager in the store told me I can't have the cash as its to restore our faith in the company (of which I have none) but is this really the case? Surely I can't be forced to accept them, but at the same time shouldn't miss out on the monetary value? 

I don't know if anyone has had similar issues, and just wondered if i could get some advice on how to proceed from here 

Thanks all (for sticking through the saga) 

Charlotte

eskbanker

It seems reasonably clear from what you say that the middle day's flight was cancelled for a technical fault, and that triggers the airline's liability to pay compensation of £350pp, which must be in cash rather than voucher form:

https://www.legislation.gov.uk/eur/2004/261/article/7

If the middle day's flight was given a separate flight number, i.e. a different flight from day one rather than simply a reschedule, then there is an argument that you'd be due compensation for the first flight being cancelled too, although ATC strikes would generally be seen as extraordinary circumstances, removing the airline's liability, so it's far from clear cut.

Likewise the delay to the third flight - if you were told it was scheduled to fly at 5pm but it didn't depart until 3:30am, then that's a delay that would normally trigger compensation rights, but if the airline had to mobilise a replacement aircraft and crew then they may argue that they did all they could.