Flight cancelled, replacement delayed - which do I claim for?

SheilaWheeler

Our TUI flight returning from Paphos was cancelled, replacement departure time 1.15 hours later but that was then delayed by 3+ hours. Should I be claiming for cancellation or delay via MSE link?  I’ve got nowhere using TUI’s own online form. Can anyone help please? 

Thanks

Westin

Delay should be measured on arrival time rather than departure time.

Not all delays qualify for compensation.  Do you know why the second flight was delayed?

All credit to TUI for finding a replacement flight just 1h15m after the first was cancelled. Was this a short notice cancellation?

SheilaWheeler

Thanks, noted re arrival time, not departure. Arrival was over 3 hours late too. 

Absolutely, was impressed that the replacement flight was so soon after. 

Cancellation was short notice, yes. We found out about 2 hours before whilst en route to the airport. 

The delay was TUI having a plane for the flight. This was back in June when there was a general problem with stafffing levels, planes in operation/in the right place etc.

The replacement flight was with the Spanish Vamos airline, a larger plane which had been to Larnaca first to collect TUI passengers from their cancelled flight, then came to us. 

Westin

“ I’ve got nowhere using TUI’s own online form.”

Why was this? Did you get an error message? Did it not accept the flight number?

The quickest way to normally receive flight delay compensation or reimbursement of expenses is to follow the process laid out by the airline.  Often this is completing an online web type form.

Using Resolver, letters to customer services, posts on Facebook just break and subsequently delay the process.

SheilaWheeler

The online form is for delays rather than cancellations and the reply email each time says

“Unfortunately, we are unable to process your claim currently” and one of the possible reasons given is:

“Your flight number / route / date must match your booking confirmation / boarding pass”

The original flight number, which matches the above criteria, was cancelled rather than delayed so I wonder if that is the issue.  I have also tried using the replacement flight number, however that of course was not on the booking confirmation, and was also the following morning so did not fit the criteria on both counts. Using both flight numbers didn’t work either. 

I have spoken to my local TUI shop who gave me an email address, but that was just automated and told me to use the online form! A phone number they gave me I had already tried and was also automated and also directed you to the online form. A web address they gave me for a cancelled flights was simply for claiming a refund if one had already been granted.  

Hence Resolver being my last resort, but not ideal as you say (or particularly straightforward).