Thomson Legal Advice Please Flight Only

Scooby_Saver

Hello !

Every summer for the past 4 years I've booked with Thomson a four week flight only for special needs son and I, first time a Pre Travel Special Advisor helped and I paid over the phone, middle two years could do it online and four weeks ago my local store obtained a quote and I paid in full there and then.

A couple of days my local store phoned to say they can't now offer the four week flight only and could I pop into the store for a refund ! Having spoken to various parties at Thomson it seems someone high up is trying to introduce a policy that they won't book 4 week flight onlys in the summer holidays even though staff have not been told (local store and social media replies evidence this) and despite my local store initially phoning through, as mentioned above, to their offices and obtaining a quote for something someone else claims they can't do.

Local travel agents have not heard of this "policy" either.

My full payment is showing on Thomson's records, I have a reference number for this.

There's been inconsistent customer service around all this anyway including a claim this "policy" has been in effect for years. I can easily show that to be incorrect.

Whilst this has been "escalated" and I have made an official complaint (I'm aware Thomsons customer service for complaints is poor overall) legally where do I stand does anyone know ? I have a flight paid in full after a quote and can show their staff are not aware of this "policy". Thomson offered to "source" me another flight on another airline 100 miles away, with my special needs son Thomson know that isn't possible.

Thanks

richardw

Sounds like they are cancelling your return.
Article 8 of EU reg EC 261 2004 says you must be rerouted if your flight is cancelled. This appears to be an absolute right.

Scooby_Saver

Thank you, my flight is not cancelled though, Thomson are just playing at being silly so and so's as the left arm doesn't know what the right arm is doing. The evidence is there that 4 weeks ago I asked for a specific flight option, they agreed it and gave me a quote which I paid in full (done previously too no problems). Now four weeks later they are trying to get out of it and none of their staff or other local travel agents are aware of the apparent reason - no flight only 4 weeks in summer holidays - and I think by law they can't do this bearing in mind the evidence and flight paid in full etc. I hope I'm right ?!

richardw

You have a booking and have paid in full for it, now they don't want to honour that, seems akin to a cancellation.

PeacefulWaters

When is the flight due?

When did they "cancel"?

Scooby_Saver

August 2018 is the flight.

"Cancelled" on Thursday, four weeks after full payment made.

The claim yesterday was this "policy" was in force years ago which a) I can easily show wasn't and b) even if it was why did they then give me a quote and allow me to pay for one of their own flights ?

PeacefulWaters

Scooby_Saver wrote: »

August 2018 is the flight.

"Cancelled" on Thursday, four weeks after full payment made.

The claim yesterday was this "policy" was in force years ago which a) I can easily show wasn't and b) even if it was why did they then give me a quote and allow me to pay for one of their own flights ?

Article 5 and article 8 are in play.

http://eur-lex.europa.eu/resource.html?uri=cellar:439cd3a7-fd3c-4da7-8bf4-b0f60600c1d6.0004.02/DOC_1&format=PDF

Scooby_Saver

Which means in simple terms ? Small claims court if need be ?

richardw

Btw they are likely to claim that they don't have to re-route you because they have given more than 14 days notice. This 14 days notice applies to the right to compensation and not the right to re-routing.

http://forums.moneysavingexpert.com/showpost.php?p=30279665&postcount=19

Scooby_Saver

I'm getting confused a bit now, surely they can't do what they are trying bearing in mind I paid in full and the flight is not cancelled ?

richardw

Scooby_Saver wrote: »

....surely they can't do what they are trying bearing in mind I paid in full and the flight is not cancelled ?

Exactly, if you demonstrate in your complaint they can't do this, they'll probably relent.