TUI won't payout!!

LisaJModley

We recently flew out on a TUI flight, it was delayed by 3 hours, they are claiming it was 175 minutes, which is very unfair. To get us on the plane quickly they didn't either bother with the basic security check of checking our passports, just our boarding passes to rush us through. Has anyone got any advice on how I can fight the 175 minutes claim by them? Thanks in advance. 

LisaJModley

Apologies in advance if I have done anything incorrectly,  this is my first time on here. 

daveyjp

How have you calculated the three hour delay?

eskbanker

Just to be clear, the compensation protocol for delayed flights is based on comparing the time the first door is opened on arrival against the scheduled time (i.e. it's nothing to do with delayed departure as such), was this definitely more than three hours?

What evidence can you cite that supports your version of events?  If this was within the past week then there is often freely accessible information available online about flight times, but this becomes harder and/or more expensive as time goes by - no harm in specifying the route, date and flight number on the off chance that others on here may have been on the same flight....

LisaJModley

We cannot be 100% sure but we believe we landed and the doors were opened at 21:35pm exactly three hours after we should have arrived. As it's 5 minutes in it we do require proof. I have emailed them on the bank of my rejection letter, but for some reason it won't send, even though it's not a no reply email address. I wanted to ask for a copy of the flight schedule, is there any easy way to view this? If it helps the flight number was TOM6412 and it was on the 04/08/22. Original departure time was 13:10pm.
Thank you.

eskbanker

Flightaware has that flight landing at 21:29 and Flightradar24 shows 21:28 but unfortunately neither shows door opening times, which will obviously have been much closer to 21:35.  Not sure if there is any reliable source of actual door opening times though, but it sounds like something of a long shot to have been opening doors within 1-2 minutes of touching down if that's what TUI are claiming....

Westin

Are Flightaware and FlightRadar24 times not recorded as off-chocks (time pushed off stand rather than airborne) and chocks-on (arrival time on stand/engines off)?

eskbanker

Westin said:

Are Flightaware and FlightRadar24 times not recorded as off-chocks (time pushed off stand rather than airborne) and chocks-on (arrival time on stand/engines off)?

Good point - I couldn't find any reference on FR24 but Flightaware does state:

For commercial flights we show:

• The time a flight leaves and arrives at the gate, when available ("in" and "out" times)

bagand96

FlightRadar24 gives a landing time of 21:28, which corresponds with the tracking history they show.  It also appears that the parking position was very close to the runway so it looks conceivable that they could have had the doors open by 21:35  (ground tracks can be a bit patchy, athough coverage at Bourgas seems pretty good)

Funny how people spend their holidays....