Flight delay and cancellation compensation, Thomson ONLY

A question about : Flight delay and cancellation compensation, Thomson ONLY

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This discussion thread is linked to from our Flight Delays Compensation guide. Please read that for full help.

Best answers:

• Hi
  I wrote to Thompson on 08/11/12 re a flight from MAN on 10/10/08 which was delayed by 10 hours. Today I received forms from them to be completed prior to their investigation. With my letter I enclosed a copy of the booking confirmation and receipt. The form says that I need to attach my boarding passes, which I did not keep. Is it just Thompson that have asked for these as I can't find a mention of this in any other posts? They say the claim forms will be returned if not fully completed so its looks as though I can take this no further. Have you heard of any similar situation?
  Regards
  mshopeful
• I would write back with a LBA if they do not proceed with your claim based on the information and documentation supplied.
  Be aware that should it go to court, you will be asked by the airline to prove that you were on the flight.
  I'm currently investigating the possibility that UK border control can supply port of entry on a certain date details.
  Although an alternative stance, in court, would be to place the onus on the airline to 'prove' that you wasn't on the flight.
  It seems rather perverse to me, that the airline, who hold the check in details anyway, would withhold evidence from the court, if asked or not.
• Thanks for your responses. I hope I don't sound foolish, but what is the LBA you mentioned?
• I have completed my thomson form without the boarding passes and hope they process it.
• I complained about this flight when we got home as we had a 24 hours 41 minutes delay (plane went 'technical' half way down the runway on take off and appalling treatment from one of the Reps. I also ask for my out of pocket expenses (Ј52.85) to be given to me. Got a letter back apologising for the delay and problems and suggesting I claim on my insurance (Ј50.00 excess on that!) that's all!!
  Well now thanks to MSE and the template letter they now have a request for delay compensation as well as my expenses.
  Thanks for the template, so many of these big companies try it on these days and wheedle their way out of poor service, it's about time they paid for their errors!! Might mean we all get better service in the end
  John.
• I believe I have two claims for delayed flights which I can make. We were delayed six hours returning from Cancun to Gatwick, and 24 hours flying from London Gatwick to Cancun. Both of these flights were in 2010 and 2011. Both reasons for delays were down to scheduling and planes being in the wrong location which caused delays. It was not down to weather!!!
  I will send my letters in today. Des this sound like it meets the designated criteria?
  Thanks
• I booked a package hol with Thomson last
  Sept for this Sept with Day flights
  Thomson have now altered these flights to
  later flights at night by 7hrs 15min
  out and 5hr 15 min return
  These are no good to me and I had to re-book
  for another day at a further Ј300 cost
  They say they can alter the flights anytime they
  want
• We had a 5 hour delay on a flight june 26th 2012. I complained as soon as we returned home as it meant we lost half a day of our week holiday they turned us down. In October I then wrote referring to the EU legislation and they have now sent me a claim form after me chasing them. They want our boarding passes. And unless we send them the form will be returned. Not many people keep their boarding passes so fe,el it is an avoiding tactic by them. Anyone else making a claim for this flight TOM 30 gatwick to montego bay? Percyandbob
• Recieved a reply from the CAA in which they stated;
  'I have written to Thomson for further information, the pilot being ill while in a foreign country may be outside of the airlines's control'.
  My understanding was that even though the pilot being ill may be outside their control.. having a suitable standby pilot available is within their control and therefore a delay caused by this is not an exceptional circumstance?
• Might be worth pursuing a line similar to: Please state the medical attention that the pilot received... etc
  although this might well be stonewalled as being too much personal info to reveal.
• Yes the flight numbers are the same
  2250 7.15 am changed to 14.30pm
  2251 12.30pm changed to 19.45pm
• As the flights were changed to nightime
  I did cancel and rebooked the same holiday
  for 2 days later at an additional cost of Ј300.
  Thomson agreed to waive the Ј70 transfer/
  cancellation fee and I said I would ring the
  following day to confirm which I did.
  When I rang the following day to confirm,
  which took me 115 minutes at a cost of Ј10.
  they said that due to market fluctuations the
  holiday had risen Ј70 overnight. What a coincidence!
  I had been on their web site for at least 2 days
  and the price had not changed at all !
• We were delayed for 12 1/2 hours in November 2011 on a trip to Mombasa from LGW. We were disgusted with how we were dealt with at the airport, and subsequently were not happy with the hotel accomodation.
  We made a claim for compensation in respect of both the flight delay and the problems on the holiday. Both were refused. We took the claim regarding the holiday to ABTA tribunal service and only then did they pay up, before it got to tribunal stage.
  Following the ruling in October, we made a further application for the flight delay compensation. We posted it the following day with all the documents we thought were relevant to prove our claim. It arrived with them 25.10.12. We chased them several times, and on 09.01.13 we received a claim form to fill in. 11 weeks just to send out a claim form! Ridiculous.
  We completed this and returned it straightaway, the accompanying letter stated they aim to respond in 56 days (but basically no guarantee). So in total it could take around 19 weeks to get a response - this is in my opinion unacceptable. We have complained to the CAA - how far this will get us I have my doubts.
  I accept things go wrong - but how a company deals with it is what matters. How Thomson deal with complaints and customers after they have your hard earned cash has ensured that we will never again book a holiday with them or any of their sub companies.
  I will be interested to gear from anyone who has had a sucess with Thomson. I feel deliberate delay tactics hoping people give up may be in play!
• Hi I orginally wrote to Tui 20th November using the correct template for our delayed flight in June 2011. Received an acknowledgement 29th November 2012 advising we should hear within 28 days but they were currently in their "busiest period" so could take longer. Now today we have received another letter dated 14th January 2013 asking us to complete the enclosed forms attaching photocopy of our passports & boarding pass (unfortunately we have not got our boarding pass & I don't know of anyone that would keep such a thing....). I feel Tui are using delaying tactics for our claim which took off from Birmingham at 7.25am on time but 15 minutes into the air the pilot of the Boeing 757 announced we had "navigation problems" & would have to turn back to Birmingham then await for the replacement part to be delivered by taxi from Heathrow airport!! We finally took off at 1.30pm & Tui have had all this information on our original claim 20th November 2012 so why do we have to now complete more forms? Is there anything we can do hurry this along or is it a case of sit & wait the 56 days or more they are claiming it could now take from receipt of these new forms?
• I’ve just come back from holiday. The thomsons caused a big ol mess and to cut a long story short I didn’t have my suitcase for the entire trip.
  My insurance company say that they will pay Ј50 per day for a max of Ј300. 7days without my case makes Ј350. Also there is the money spent on replacement clothes etc.
  My question is am I able to claim the replacement items from the airline separately as I won’t get that from the insurance company due to the max of Ј300. Is there another way to claim for this? Any advice would be appreciated