Thomson Flight Time Change

RoFed

My partner and I booked our holiday to Santorini back in March. The flight times were perfect (outwards departing 06:00 arriving 11:50, return departing 12:50 arriving 15:00) so we paid considerably more than similar packages to Rhodes, which we were also considering, which had horrible flight times. We live in Exeter so are flying from Bristol.

Two days ago I got an e-mail from Thomson saying our flight times had changed. They are now as follows: outwards departing 16:20 arriving 22:10, return departing 23:10 arriving 01:20. Needless to say we were both very angry and upset. By the time we check into the hotel on the first night it will probably be pretty late meaning we'll be knackered or need to sleep in on the first day, the hotel doesn't allow late check out so we'll have all of the last day without a hotel and potentially having to carry our suitcases around, and we'll get home at a ridiculous hour on a day that I haven't booked off work.

My partner phoned Thomson to complain. The guy said that because the change is less than 12 hours it is not considered significant, although he did agree it was far from minor! He offered to reimburse us the £38 booking fee (big deal!) and said there were also flights from Birmingham on that same day (although he didn't say what times) which we could change to free of charge. This wasn't really acceptable as it largely impacts on our travel costs and arrangements. As my partner was pushing for compensation/ upgrades he also said that if we could find another resort which was maybe half board or all inclusive for slightly more they would pay the difference. We checked and there are only poorly rated resorts in Santorini remaining on those dates. We had a quick look at Rhodes but to be honest I've got my heart set on Santorini now as that was where I wanted to go and the hotel we've booked looks brilliant.

We are far from satisfied with the situation and still think we should be due some sort of compensation from Thomson. I was just wondering if anyone else had had similar experiences and/ or knew how we should progress the complaint and what we should be entitled to. Even if we do get some sort of compensation it doesn't change the fact that our holiday's going to be slightly less perfect now because of stupid flight times

Caz3121

The T&Cs are likely to allow them to do this and schedule changes are not uncommon. Are the flight numbers the same? If you are travelling within the next 14 days you may be able to work some compensation under EU261 - nothing due if outside 14 days
Maybe push for them to cover an extra night in the accommodation so you have full use until you have to check out (even though you will not use the "night")

They will not change the flights back to the original time as the new times do not suit, they have offered alternate flights that you do not want to accept.

Have you checked the T&Cs around what happens if they make changes?

London50

As stated in their t7c's

Timetable
We undertake to use our best efforts to carry you and your baggage with reasonable dispatch. Times shown in the timetable and elsewhere are not guaranteed and form no part of this contract. Flight timings are subject to change without notice. We will inform you of any significant changes as soon as we become aware of such change.

so that covers them I am afraid. We have has the same happen to us over the years some have given us up to 12 hours extra time in the resort other times we have lost 8 hours both going and then with the return {as they changed the time again while we were away and were informed with a note pushed under our hotel room door by the local rep}. I would be suprised if you get any joy from the company as they seem to hold all the cards.

peachyprice

RoFed wrote: »

We are far from satisfied with the situation and still think we should be due some sort of compensation from Thomson. I was just wondering if anyone else had had similar experiences and/ or knew how we should progress the complaint and what we should be entitled to. Even if we do get some sort of compensation it doesn't change the fact that our holiday's going to be slightly less perfect now because of stupid flight times

It's likely that in the T&C's you agreed to at the time of booking there was a reference to the flights being an indication only and subject to change.

Unfortunatley it's a risk you take when booking a holiday using charter flights, they chop and change the times to suit themselves so that they fly full flights.

As Caz said above, unless the change is within 14 days of departure you are not due any compensation or free re-routing, take anything Thomson offer you as a goodwill gesture that you are happy with, because that's the best you're going to get.

Edit

And there you have it:

4. If We Change Your Booking Details

We hope that we will not have to make any change to your holiday but, because our holidays are planned many months in advance, we sometimes do need to make changes. We reserve the right to do this at any time. We will let you or your travel agent know about any important changes when you book. If you have already booked, we will let you know as soon as we can, if there is time before your departure. Flight timings shown by us are for guidance only and may change. Occasionally it may be necessary to change the aircraft type for your flight which may mean that some facilities such as in-flight entertainment or the advertised seat pitch may not be available. Where we are unable to provide a seat option that you have paid for we will refund the amount you have paid. Your Confirmation Invoice will show the latest planned timings. Your actual flight timings will be shown on your ticket (including any e-ticket itinerary), which you should check carefully as soon as you receive it.

http://www.thomson.co.uk/thomson/page/tandc/tandc.page?depDate=2009-05-01&accommInvSys=TPP&flightInvSys=TPP&lang=en

richardw

Have the flight numbers changed?

leylandsunaddict

Flight number is still the same.

Thomson T&Cs which you agreed to when you booked state that flight changes of less than 12 hours aren't classed as a significant change. They've refunded your booking fee, and offered you alternatives without a cost to change. They have already done more than they need to. Why would they compensate for something you agreed to them doing?

RoFed

Thanks for the replies. I've never been one to read the terms and conditions and this is clearly a good example of what happens! On second thoughts my partner and I have decided we might take one of the alternate flights from Birmingham and stay with her family up there the night before. Think we were both just very angry and being unreasonable because it all seemed so perfect up until then!