Firstly I want to say thank you for doing a seperate forum for the Thomas cook as its easier to read through!
My complaint about Tomas cook
7 of us went to Benidorm on 29th September 2012 for 1 week flying from Manchester terminal 1.
Flight number TCX2312 was due at 6.45am.
Checked in, got told there’s an airport delay till 9.20am.
Boarded the plane around 9.10am, took off and got so high to be told we need to land back at Manchester due to a technical fault, the pilot had the oxygen mask on saying he can smell oil/fuel through the oxygen mask. Had to have an emergency landing, got told engineers need to come and take a look, 30 mins later got told we have to get off the plane into the departure lounge where we would be given £8 meal vouchers each and there’s another plane to take off at 1.40pm.
During this time they did not give me my baby’s pushchair back and she was very tired so we had to carry her everywhere.
We finally took off again at 2.04pm (according to flight stats)
We was 7 hours and 19 mins delayed.
When I got home on 6th October 2012, I decided to write to Thomas cook, as I just posted the letter off I realised that I was entitled to claim compensation.
I did my research and found out that its 1670 km to Alicante from Manchester. We was over 3 hours delayed so we should be entitle to £320 (€400 each) there was 4 adults and 2 children and an infant in the party.
This is what I have done so far!
5 Oct – Got a letter when on the transfer coach to Alicante airport saying the reason why we had the delay they say ‘due to an unforeseen operationally significant defect which required rectification prior to further flight’
10 Oct – Once home and unpacked I wrote my first letter to Thomas Cook.
5 Nov – Letter from Thomas Cook saying they are reviewing the case and we will get back to you shortly.
13 Nov – Letter from Thomas Cook giving me a letter of apology. So I wasn’t happy with this.
27 Nov – I used the Template letter from the MSE to write back to the airline saying I will give them 14 days to reply or I will start court proceedings. I also photo copied all the paperwork they needed and sent with the letter.
30 Nov – A letter of acknowledgement receipt of further communication. Give us 28 days to reply.
5 Dec – Used the Template letter in MSE to email the CAA. Followed with all paperwork.
16 Dec – Email reply from CAA saying they have been in touch with Thomas Cook and they are saying ‘extraordinary Circumstances’ but we will write to them again for a second opinion. If they say the same then there is nothing we can do to help you. This could take months rather then weeks.
29 Dec – Emailed Thomas Cook as the 28 days was up.
6 Jan 13 – Email back from Thomas Cook Customer Relations Department, saying that they are still reviewing the case and contacting other company’s and I should be hearing from them shortly
As of today 12/1/13 I am still waiting. I am not building my hopes up on this. If I am honest I would be happy with Holiday Vouchers as this is what I paid half of the holiday with because I have a disabled son so the vouchers came from ‘Family Fund’
This was a first time fly for me and my 3 children.
Yes I would fly with Thomas Cook again.
If I hear anything else from either the CAA or Thomas Cook then I will update.
