Compensation for delayed flights Discussion Area

friendofbillw2

morgana wrote: »

I sent in a claim over a week ago to Thos Cook for a 23 hour delay from Calgary to Manchester in Sept 2011 due to a technical fault. Should I have had an acknowledgement from them ?

M

Yes, you should. It's good customer service and good manners.

Will you get an acknowledgement? Probably not.

Have a look at the Thomas Cook thread - start at the FAQs on page 1 and go from there. But it's looking like letter before action and court if you are serious about getting what you are due.

orangebag8558

I called Thomas Cook late last week after being reminded of being able to claim compensation thanks to :money:!

Last time I had decided against as I didn't have any details to do with my flight however I called the Thomas Cook branch which I booked through and asked for my booking reference, my holiday was back in 2011 and there was no issue getting me this.

I then looked up the flight numbers and times ect using the links provided by mse and I then proceeded to call Thomas Cook.
Firstly I submitted the claim throught the dedicated email however I decided a call may be more appropriate.

I called and set it to Thomas Cook straight. I said I've seen you fobbing off some customers by saying that their welfare was taken care of, we were given £5 and this no way equates to 3 meals as well as the compensation which I am legally entitled to. I already know why the plane was late, there was a problem with the plane in a different airport so they used our aircraft... So don't try and say it was 'exceptional circumstances'.

They say you can only claim online but I found it better to call to be honest, I just told the woman there wasn't anywhere to write details online. I got this email today, only about 6 days later:

I am writing in response to your letter regarding your recent travel arrangements with Thomas Cook.

Initially, I would like to apologise for the disruption to your flight plans. Please be assured that a lot of work goes on behind the scenes to ensure that any delays are kept to an absolute minimum, as we do fully understand the inconvenience and frustration these can cause. It is not always immediately apparent as to when a revised take off time can be secured and a number of factors have to be considered, which quite often rely on outside influences, such as Airport Authorities or Air Traffic Control. We do appreciate the importance of communication, and I would assure you that information is passed onto our customers as quickly as possible, through our handling agents at the airport.

Having carried out a full investigation into the delay to your flight, a payment of compensation is applicable in line with Regulation 261/2004. I have taken the liberty of enclosing a discount voucher to the value of £714.00, which equates to a payment of £357.00 per person. This voucher can be used against the cost of a future holiday with us, full terms and conditions of which are on the reverse.

Please be assured that on-time performance is a key measure for us as a business, and we constantly review our operations to ensure we deliver the best results, and service. I would like to offer our apologies for any inconvenience you were caused on this occasion and I hope that despite this, your stay was found to be an enjoyable one.

Kind regards

(I have left our names off)

I called Thomas Cook today and requested the money rather than the voucher and I am now awaiting the money to credit my account via BACS.

Can't believe how easy it was for me! Very shocked.
Hope this helps.:T

orangebag8558

morgana wrote: »

I sent in a claim over a week ago to Thos Cook for a 23 hour delay from Calgary to Manchester in Sept 2011 due to a technical fault. Should I have had an acknowledgement from them ?

M

I was told I would receive confirmation but I didn't. Still 6 days later I received my compensation.:beer:

maxipeeps1

Hi all,

I was hoping someone could give me some advice.
I had a 24 hour delay with Virgin and they have refused my claim for compensation due to "Extraordinary circumstance".
The have said that the aircraft originally scheduled to operate my flight developed an unexpected problem on the previous day and had to return from airbourne on the previous day due to a problem with the engine bleed valve it says the fix was quite lengthy causing a knock on delay which was unavoidable.
Can anyone advise is this a valid reason, I thought things like this were only valid if it was your particular flight that the problem was on not the day before causing a knock on effect.
Any advice greatly appriciated this is from 26 aug 2007 so running out of time if going to persue a claim.

many thanks

111KAB

maxipeeps1 wrote: »

Hi all,

I was hoping someone could give me some advice.
I had a 24 hour delay with Virgin and they have refused my claim for compensation due to "Extraordinary circumstance".
The have said that the aircraft originally scheduled to operate my flight developed an unexpected problem on the previous day and had to return from airbourne on the previous day due to a problem with the engine bleed valve it says the fix was quite lengthy causing a knock on delay which was unavoidable.
Can anyone advise is this a valid reason, I thought things like this were only valid if it was your particular flight that the problem was on not the day before causing a knock on effect.
Any advice greatly appriciated this is from 26 aug 2007 so running out of time if going to persue a claim.

many thanks

1) NBA today
2) Follow up with MCOL
3) Go to dedicated Virgin thread if you require any nore answers.

maxipeeps1

Thank You 111KAB.
Can you tell me where the dedicated Virgin thread is .
Sorry very new to this

Caz3121

maxipeeps1 wrote: »

Thank You 111KAB.
Can you tell me where the dedicated Virgin thread is .
Sorry very new to this

https://forums.moneysavingexpert.com/discussion/4384711

pretzelnut

pretzelnut wrote: »

Im struggling to find our flight.

We flew back from Turkey (DLM)on the 15th May 2011 to MAN. Our flight was delayed by 5 hours. The reason given at the tie was that the ash cloud had caused problems in the UK and we couldn't fly till the plane arrived from the UK and the flight had been turned around, ready for our departure.

They knew this before they collected us from our hotel, yet they preceded to pick us all up and once we arrived at the check in desk and was about to go through security the reps handed us a piece of paper stating the situation and then conveniently disappeared. As once past security we couldn't turn back and they couldn't come into help. We were left with No further info, we just had to wait.

There was 2 adults, 2 children and 1 infant. My 5 month old loved her complimentary KFC however.

I have no paperwork or flight numbers etc as it was a while ago and i didn't think i needed to keep them

Being a bit more awake this morning, I was looking at dates for the wrong holiday.

I looked properly just now and i have found the flight, was a completely different airport. So now i have some more details to go on :rotfl:

9th May 2010 - dalaman to glasgow, 249 minutes late

Note to self: stop doing these things in the early hours.

TenTrees

Hi,

Can anyone advise if I can claim compensation in the following circumstances:

Myself and my partner travelled with Brussels Airlines from Manchester to Toulouse, France. The flight had two stages, both with the same airline, 1st leg from Manchester to Brussels and then Brussels to Toulouse.
The flight from Manchester was somewhat delayed due, we were told by the captain, to problems at Brussels airport.
Half way through the flight to Brussels the cabin crew told us that we had missed the connecting flight.
When we got to Brussels we were told there were no more flights to Toulouse that day. The airline accepted responsibility for the delay so put us up in a nearby hotel, gave us an evening meal and breakfast and booked us on their next flight to Toulouse..
The next day, at 1030 hours, we caught the flight, which itself was delayed for half an hour or so.
If everything had gone to schedule we should have got to Toulouse at 2230 hours on the Friday night and we actually got there at about 1330 hours on the Saturday.
Therefore, a delay to our journey of well over three hours with the Airline seeming to accept it was their fault and responsibility.
But is this circumstance covered under [FONT=&quot]EC Regulation 261/2004[/FONT]? If not, is it covered under any other regulation?

Any assistance gratefully received.

tt

Caz3121

TenTrees wrote: »

The flight from Manchester was somewhat delayed due, we were told by the captain, to problems at Brussels airport.

Therefore, a delay to our journey of well over three hours with the Airline seeming to accept it was their fault and responsibility.
But is this circumstance covered under [FONT=&quot]EC Regulation 261/2004[/FONT]? If not, is it covered under any other regulation?

Compensation will depend on the reason for the delay.
By giving you hotel accommodation etc does not mean they accept responsibility, the airline has a duty of care even if the issue is not their responsibility and no compensation would be payable