Help! Flight cancellation but Thomas cook won't pay!

Misstrace

Hi all, wondering if anyone can help me at all. Myself an 3 friends went on a holiday to Cyprus travelling back on 4th of this month, when we got to larnaca airport after going into duty free etc were told flight was cancelled, we flew back the next evening (was a total nightmare and I've never experienced such shocking customer service ever!)
We have put a claim in against Thomas cook but been told because we had staff discount on it we are entitled to nothing. (A friend who came with us works in the shops and it was a real eye opener for her at how bad things were!) so does anyone know anything about this? What I don't understand is yes we did get a discount but we were still paying passengers, still endured a hellish 24 hours and were still stuck, also the compensation that is paid out will be more then people have paid for their flights in the first place so therefore we are in the same boat as those other passengers.
Any help appreciated
Many thanks

glentoran99

Misstrace wrote: »

Hi all, wondering if anyone can help me at all. Myself an 3 friends went on a holiday to Cyprus travelling back on 4th of this month, when we got to larnaca airport after going into duty free etc were told flight was cancelled, we flew back the next evening (was a total nightmare and I've never experienced such shocking customer service ever!)
We have put a claim in against Thomas cook but been told because we had staff discount on it we are entitled to nothing. (A friend who came with us works in the shops and it was a real eye opener for her at how bad things were!) so does anyone know anything about this? What I don't understand is yes we did get a discount but we were still paying passengers, still endured a hellish 24 hours and were still stuck, also the compensation that is paid out will be more then people have paid for their flights in the first place so therefore we are in the same boat as those other passengers.
Any help appreciated
Many thanks

someone might be along that knows better but I think that is correct, the fare had to be available to everyone, and with staff discount it wasnt

heatherw_01

You have to have paid a publicly available fare to qualify for compensation so as there was a discount, you won't qualify.

111KAB

Staff discount = no possible claim.

Misstrace

I find that quite shocking really...so it's as if you aren't a paying passenger or person!

Ganga

Misstrace wrote: »

I find that quite shocking really...so it's as if you aren't a paying passenger or person!

You are definetely a person, but not a full paying passenger.

k3lvc

Misstrace wrote: »

I find that quite shocking really...so it's as if you aren't a paying passenger or person!

Probably more shocking is the fact that you didn't read the T&C's of the discounted ticket you bought and then come on here and start slating the airline. Hopefully there's no comeback on the staff member whose discount you used

razorsedge

glentoran99 wrote: »

someone might be along that knows better but I think that is correct, the fare had to be available to everyone, and with staff discount it wasnt

Glentoran99 (and others who have replied) are correct. It is in the EU261-2004 Reg under Article 3 Scope:

3. This Regulation shall not apply to passengers travelling free of charge or at a reduced fare not available directly or indirectly to the public. However, it shall apply to passengers having tickets issued under a frequent flyer programme or other commercial programme by an air carrier or tour operator.


As this in Article 3 'Scope' I would say that unfortunately anyone flying on a staff discount or other fare not available to the public would also not qualify for assistance under the 'Right To Care' Article 9 in the event of having to buy meals and hotels too.

Misstrace

Didn't ask questions and advice for a lecture for def and the person who
Used the discount 100% saw how poor this tour operator is and how we were treated and for your information has already put a complaint in, staff or not still a customer and still a person. That complaint has been acknowledged, spend your time being more positive eh!

Misstrace

In reply to your negative and non helpful response, I didn't once slate or state lies about this airline/tour operator it's all true what we experienced and so stated in emails, responses etc in emails and with the CAA, just for your information

JPears

ooh somebody should take their bat and ball home....