Thomas Cook Flight Delay, can I appeal?

dathka

Hi my family and I had a 12 hour delay to Turkey back in August 2011, I tried to claim compensation but received the following reply from Thomas Cook:

Having carried out a full investigation the specific circumstances surrounding the delay to your own flight were of a technical nature. These were extraordinary, in that Thomas Cook took all reasonable precautions necessary to avoid the situation, and despite our proactive measures the problem could not have been prevented. All our aircraft are maintained to a very high standard, in line with CAA regulations, however, despite these steps, mechanical failures can arise without prior warning. These unpredictable events can be likened to those we encounter with our own cars, despite having full service histories, or MOT’s.

In line with Regulation 261/2004 a payment of compensation would not be considered applicable in this case.

We also had an issue with the fact that we paid for meals but never received them, due to the delay we were given cold snacks, the same as everyone else on the flight, plus 10 minutes into the flight the toilet at the front of the plane developed a fault resulting in it being out of order and a foul stench coming from it for the remainder of the flight.... not good when we were very near to the front!!!!

Can anyone please advise me whether it is worth me appealing and how to go about it? I really appreciate the help!

David_e

dathka wrote: »

Can anyone please advise me whether it is worth me appealing and how to go about it? I really appreciate the help!

If you read the thread that deals with Thomas Cook flights and the flight delay FAQs, you'll get all the information you need.

PS No need to post the same thing multiple times.

Could a moderator delete this thread?

dathka

Thanks David, I am going to sound really dim now but I have looked at Centipedes thread and wondered am I right to assume my next step would be to contact the CAA?

grazzzz

dathka wrote: »

Thanks David, I am going to sound really dim now but I have looked at Centipedes thread and wondered am I right to assume my next step would be to contact the CAA?

Read through the posts you can write to the CAA however a waste of time in my opinion just start court proceedings let TC know your intentions

iandv

Hi

How long did it take for Thomas cook to reply to your initial claim? We sent one in at least 6-8 weeks ago via the online form on their website, apart from standard confirmation that they have received the complaint we have not heard anything since

dathka

Hi Iandv I had to to do it twice as I never heard anything back the first time at all, this time I think it was about five weeks x

emptysuit

Hi, just issue court proceedings against them, this reply is pretty standard, they all try to fend off claims this way. Extraordinary Circumstances have to be exactly that, comments regarding cars etc is silly, technical faults are part of day to day operations. As has been suggested, trawl through the extensive material on this forum, you will find everything there. I had the same from Small Planet airlines and won a case this week as they did not turn up for the hearing. The CAA is a waste of time. If you stick with it and present your case robustly you should get resolution in the County Court. Good luck