Thomson Flight delay claim rejected

MrGrumpysaurus

Whilst going on a recent holiday we experienced the following delay:
The flight left Gatwick at 1300hrs a delay of 1.5 hours, there was no explanation as to why it was late. As we were sat on the aircraft there seemed to be some sort of problem with the toilets, as they were closed by the cabin staff, and the TV screens weren't working either. Once into the flight we had been travelling for about an hour we noticed that the plane had changed direction quite significantly, it was only after that we were told we were diverting to Manchester to sort out the problem as all the toilets weren't working.

We landed as Manchester at 1510, and told that we might have to change aircraft if it couldn't be repaired. We were left on the aircraft while the engineers made their repairs, and finally took off again at 1630hrs, 5hrs 5min later than our original departure time. From going through into the departure lounge at Gatwick until at least an hour after we had left Manchester, a period of nearly 5 hours before before we were offered any refreshments or allowed to use the toilet, and we were told very little information about was going on. We arrived in Barbados at 1630hrs UK time (2030hrs Barbados). By the time we had transferred to the ship it was late, and set sail as soon as we were all on board.
This meant we missed out on the whole welcome package, we were no sooner getting ourselves sorted when we had to go to the safety brief which ended around 2245hr(Barbados) which didn't leave much time for anything else, we lost a whole afternoon in Barbados.

The claim has been rejected as been extraordinary circumstance. Surely there should be some recon pence for the amount of time with no refreshments available or access to toilet facilities.

DrA_Harrogate

Welcome!


1. Please post in the correct thread (saves the board getting untidy and confusing)
2. Get a flask of coffee and read and digest 'Vauban's Guide' in this Forum.


Looks like you have a claim so press on!


AS

MrGrumpysaurus

Admin, help.

I cannot move this post into correct thread. can you help.

Thank you

phillydog

MrGrumpysaurus wrote: »

Whilst going on a recent holiday we experienced the following delay:
The flight left Gatwick at 1300hrs a delay of 1.5 hours, there was no explanation as to why it was late. As we were sat on the aircraft there seemed to be some sort of problem with the toilets, as they were closed by the cabin staff, and the TV screens weren't working either. Once into the flight we had been travelling for about an hour we noticed that the plane had changed direction quite significantly, it was only after that we were told we were diverting to Manchester to sort out the problem as all the toilets weren't working.

We landed as Manchester at 1510, and told that we might have to change aircraft if it couldn't be repaired. We were left on the aircraft while the engineers made their repairs, and finally took off again at 1630hrs, 5hrs 5min later than our original departure time. From going through into the departure lounge at Gatwick until at least an hour after we had left Manchester, a period of nearly 5 hours before before we were offered any refreshments or allowed to use the toilet, and we were told very little information about was going on. We arrived in Barbados at 1630hrs UK time (2030hrs Barbados). By the time we had transferred to the ship it was late, and set sail as soon as we were all on board.
This meant we missed out on the whole welcome package, we were no sooner getting ourselves sorted when we had to go to the safety brief which ended around 2245hr(Barbados) which didn't leave much time for anything else, we lost a whole afternoon in Barbados.

The claim has been rejected as been extraordinary circumstance. Surely there should be some recon pence for the amount of time with no refreshments available or access to toilet facilities.

We were also on that plane (fun, wasn’t it?!) and wrote to Thomson re compensation for the delay. Received the same bog standard response of “extraordinary circumstances” and “hidden manufacturing defects” so offering them a last chance to settle before instigating legal action.

Will be very interested to see the evidence and proof (which we’ll be requesting) that they took all steps to avoid the faults when we understand the toilets and TVs may not have been functioning on take off. Will also be asking why the problem was resolved by an engineer within an hour of landing at Manchester. Will also be asking for the reasons (with evidence) why the plane departed late – can’t remember any reason given onboard, which is unusual.

Wouldn’t feel so strongly about making Thomson face up to their legal obligations if it had been a satisfactory cruise. It was actually the worst cruise we’ve ever been on (awful cabin, misleading descriptions and photos, etc) that we’ve raised separately and (surprise, surprise) no response yet.:(

MrGrumpysaurus

I am in the process of compiling my reply to Thompson's and what action I am going to take next, like you I would like to see there evidence, as it appeared there was a problem before we took off, so if they had sorted it then the delay would not have been as long. I don't think there was an explanation of why the TV's weren't working. I will keep you informed on progress.

phillydog

Wrote to Thomson again disagreeing with their excuse of "hidden manufacturing defects". Surprise, surprise - no response. Have handed the claim over to Bott & Co this morning. Good luck with your claim.

Alan_Bowen

This is the well known electrical problems with the Dreamliner, they are not unknown, I seem the recall Thomson's very first flight from Manchester had problems and had to return. It may be a manufacturing issue, they originally had a habit of catching fire and were grounded for three months, so non functioning toilets are minor in comparison (the toilets are electrically powered) but Thomson are very very aware of the issue and it is unlikely therefore to be extraordinary.

JPears

Or hidden....

phillydog

Just had an email from the NWNF lawyers that Thomson have settled the claim (despite an initial dismissive response then no reply to a follow up). A pity they couldn't have saved everyone's time and effort but that's the way it works with legitimate and legal challenges.