Thomas Cook Holiday/Russian airline?

Sarahlou63

Hi All, My daughter returned 2 months ago from a holiday to Malta. The return flight was delayed 3 1/2 hours and she flew back into Gatwick. We have tried using the letter template to claim compensation from Thomas Cook but they ignored it other than to say their request was being looked into.
No further response so 6 weeks on I telephoned them to be told that they couldn't help because it was a Russian Airline and basically it wasn't their problem. The girl told me we had to claim through another website which was rusky.ru Guess what? No such website. I asked her to repeat the website address twice so I knew that I had written it down correctly.
What do we do now? Is it even worth going into the branch which sold her the holiday? Because this is not an EU airline are her chances of some compensation now over? I would welcome any advice please. xx

CobyBenson

You might have been flying with Small Planet Airlines, in which case you'll need to submit your claim to them (have a look on the forum for others that have done this).

If you can give the flight number and date then we might be able to assist you further.

Mids_Costcutter

I believe that you would still be entitled to compensation with a non-EU airline as flying within the EU. These are your rights as an air passenger:

http://europa.eu/youreurope/citizens/travel/passenger-rights/air/#

The refund / complaint form should be submitted to the airline.

If it was Small Planet Airlines, they are based in Lithuania which of course is in the EU!

Alan_Bowen

Russian Airlines have no right to operate internal EU flights and I have never heard of any EU airline sub contracting flights to Russian carriers. However for Thomas Cooks to employ people to lie and give false non existent and frankly hilarious website addresses is reaching a new low. As others have said, your daughter probably had the pleasure of a flight with Small Planet and I suspect the airline will either ignore the claim or cease to trade at the end of the season, neither of which will bring any compensation.

Sarahlou63

Thanks everyone. It was, indeed, Small Planet Airlines. Flight number was P70364 returned on 6th July.
Thomas Cook told me it was Russian so just goes to show how much they know. I also asked for a letter/email of apology from them for their awful customer service. Errrrr.....not holding my breath! Thanks again xx