Gatwick airport issue

ThumbRemote

If they checked in, went straight through security and still didn't make the flight, then I would be looking for a full refund from Thomas Cook.

From a consumer rights perspective, they have a contract with Thomas Cook. They have by all accounts met their requirements. Thomas Cook have a separate arrangement with the airport (in essence the airport are subcontractors of TC), and it is these subcontractors who have prevented them boarding the plane.

On the other hand, if they delayed before going through security then there's not much they can do.

cookie365

I'd have thought UKBF have no liability since they're presumably carrying out their statutory responsibilities.

But I'd expect the airline's response would normally be to get them on the next flight. It's March, kids are back at school, there must be empty seats to fill.

Is there something more to this than meets the eye?

Hintza

ThumbRemote wrote: »

Thomas Cook have a separate arrangement with the airport (in essence the airport are subcontractors of TC), and it is these subcontractors who have prevented them boarding the plane.

How do you figure that out? A government agency is a subcontractor for an airline? I don't think so.

As has been suggested we need to know if they were stopped at the security area or were rechecked after passing through this area.

Caz3121

The boarding card would have stated the flight time and the gate closure time. It it the passengers responsibility to present themselves at the gate at the time stated. I would expect with a 12:10 departure boarding would have commenced around 11:30-11:40.
OP, if this was issues with their passports TC should have picked this up at checkin. Are they UK passport holders? were they carrying a large amount of cash?

Poppie68

The OP's first post states they had checked in and had gone through to the departure lounge..never been to Gatwick but i presume they would of had to of already gone through security to be in the departure lounge. If this is correct seems a strange situation to of been stopped after security without provacation to the point of the passengers missing the flight and the flight being delayed for their baggage to be taken off.

visidigi

Poppie68 wrote: »

The OP's first post states they had checked in and had gone through to the departure lounge..never been to Gatwick but i presume they would of had to of already gone through security to be in the departure lounge. If this is correct seems a strange situation to of been stopped after security without provacation to the point of the passengers missing the flight and the flight being delayed for their baggage to be taken off.

No it doesn't.

They arrived as you have to many hours before, checked in no problem and handed the bags over as you do.

They then went to departure lounge and got stopped by Border Force UK and told they had been selected for checks.

You know what people say about presumption...

Poppie68

visidigi wrote: »

No it doesn't.



You know what people say about presumption...

Well in this case my presumption was infact null and void and not incorrect, as i had mis-read the post. Oh well back to the drawing board and to carry on pondering the OP's understanding of someone arriving ' many hours before' when infact they ony arrived 1 hour and 15 mins before scheduled takeoff!

cookie365

I'm still not sure. The OP seems to be being deliberately vague about where, what, and when.

OP: what time did they go through the automatic barriers to go from the check in area to security?