Been sent to Coventry - Holiday Complaints, Holiday Forums

Been sent to Coventry

Sanji

2007-06-08 20:40:12

Today has been the worst day I have ever had, it has just taken me 18 hours to fly from Doncaster to Malaga and I have literally just walked in the hotel, dumped the cases, popped down to the dinningroom to get the dreg ends of cold chips before it closed.

Apart from needing matchsticks to keep my eyes open, I think I have gone beyond all reasonable listening and will go crash in bed in a mo before I lose the will to live.

Thomson will be hearing from me...but what do you think of the following.?
Got up at 3 am to catch a taxi at 4 am to take me to Doncaster Airport...no problem and a nice run in the car down the country lanes...arrives at Doncaster at 4.50 am to catch a flight at 7 am.
Was told on check-in that the plane was grounded last night at Girona due to a technical problem with fuel and the wing.

This is where the fun begins.....
At 7 am we were bussed down the motorway to Coventry Airport, where the bus driver dropped us all off in the Hilton hotel for breakfast, free of charge.
Spends another 3 hours there at the hotel with absolutely sod all to do and rip off prices, and then at 1 pm we were taken to Coventry airport which was about 25 mins away by coach.
My god...it is just an hanger with a shed attached and duty free consists of 3 shelves half of which were full of magazines and after checking in we were given a £5 meal voucher each.
2 pm came and went, 3 pm came and went and finally at 4 pm we were informed that a replacement plane had landed and we would be leaving at 4.50pm.

The only good thing about today was the fact that Thomson laid a mini-bus on for me and the hubby, plus 2 more couples that took us direct to the hotel, rather than having to take the tour around Torremolinos and the various drop offs at the hotels.

I'm going to be quick here because the euros are running out........

1, Asked about cancelling and was told I would get £48 back for the cost of the flight, so I said and what about the other £1,300.?
Oh you're on a package ..urm Yes...oh well sorry we can only refund you the airfare....no other info forthcoming and it was like getting blood out of a stone.

2, No written version of customer rights at check-in, it is neatly framed and hung on the wall away in a corner from the check in desks, but do not refer to any rules regarding package holidays....flights only.
3. They are saying it is a delay...I'm saying it is a cancellation with a delay because they knew last night the plane would not be there and technical problems are not my fault....they had time to to sort it.
4, Why did we have to go to Coventry, why couldn't the replacement plane land at Doncaster. ? (apparently the plane was the first available today)..could it be all about money and the landing fees at Doncaster.?
5, Why do I feel like I've been treat like a piece of poo today?, and after talking to loads of people who use Donny regularly, apparently delays are always happening at Doncaster Airport....it is the first time we've used it even though we live near, but it will be the last....and even the loos in the ladies were disgusting, all bunged up with paper and no flush...yuk.!...I tried 5 of them, all the same.

Cattle class here I come today and to top it all my hubby forgot to pack the travel regulations that I downloaded from HT and printed out, so as I just about do everything from booking to packing and he only has to remember to put the EHIC cards, Insurance doc, Travel docs in the hand luggage..we have had one blazing row .

Thomson have fulfilled the meal side of delays, but I still think it is a cancellation which of course means a monetary compensation as well.

Sanjiiiiiiiiiiiiiiii

Eric Notts

2007-06-08 21:05:23

Well they've provided meal, transfers and the flight. While not being a great they, they have gotten you from a to b even if it did take a long time. Being from near Doncaster for a proportion of my life, I'd have to say that I wouldn't ever use the airport there nor at Coventry but pay whatever it cost to do NEMA or BHX.

Peter of York

2007-06-08 21:21:20

Hi Sanji,

Sorry to hear about what must have been one hell of an annoying situation.

Apart from anything else, any airport named after the mythical outlaw Robin Hood has to be a joke before you start.

Have a great time, the circumstances don't justify killing or maiming any Thompson's staff - unfortunately! (Or your hubby ..... )

Best wishes,

Peter

doe

2007-06-08 23:16:28

Hi Sanji

Sorry to hear of that awful start to your holiday.

Whilst not being able to offer practical help in terms of if you are entitled to compensation.
From what I read on here, I will say that many of the big companies seem to know exactly what they can and can't get away with, and therefore offer the bareist minimum in order to comly with the regs.

I just wanted to say with a start like that it can only get better, so have a great holiday.

Doe

qatarman

2007-06-09 03:52:27

Is there a web site where we can check all these so called problems?? Same Thomsonfly 3hrs late from Fuerteventura last Tuesday (engine problems) same Thomsonfly who used Hola Airlines Doncaster/Larnaca,it seems to be regular thing now, I am afraid they are becoming a joke since the Takeover by TUI.

blc

2007-06-09 10:15:33

Ive used donny airport a couple of times and found it clean and bright and never any problem with toilets or flight delays and am flying from there in December.
However Coventry is another matter,i used it to fly to Salzburg in February and i described it as a shed and the arrivals hall is even worse!
I said i would sooner use Donny or EMA in the future.

bellybally

2007-06-09 10:24:38

Hi sanji, sorry to hear what happened, it's so bleeding annoying, isn't it? The exact same thing happened to us (the only difference being the airports: leeds/manchester) - it took us about 2 days to get over the tiredness. (and we were only there for a week!!!)

I really hope you enjoy, rest of your holiday, (and make up with hubby :lol:

), I'm sure someone will be along soon to give you the advice you require regarding this!

Enjoy BBB

lynwestie

2007-06-09 11:36:10

Hi sanji . really sorry . hope your feeling in a better mood today

To be honest I dont think you will get anywhere with the airline. We had a 33 hr delay coming back from Egypt with XL at easter and as long as they provide you with food and overnight accomodation if required it appears they have fulfilled their obligation. You should have a claim with your travel insurance though for a delay more than 12 hours ,probably not much ours was £20 each after 12 hrs then another £20 for each 12 hrs after that + You should be able to claim for certain additional expenses if you have any. thomson should have given you a letter when you came off your flight to confirm the times and details and reason for delay to enable you to claim on your insurance . you will need this.

forget about it for now and enjoy your holiday

lyn

lynwestie

2007-06-09 11:41:19

One thing our letter from XL did point out was our right to have a full refund on our flight after a 12 hour delay but once you travel on the delayed flight you loose that right to refund. They never told us that at the time .

lyn

Sanji

2007-06-09 12:40:20

Hi Peeps.
Been out for a little walk this morning and now the hubby is crashed out in bed and I'm going to join him in a mo...

The point I was trying to make last night is the following as far as I know....
When a flight is classed as a delay, providing meals and accomodation is the procedure.
When the flight is classed as a cancellation, then monetary compensation as well as the meal obligation, comes into the equation.

Thomson are saying the flight was a delay, which doesn't surprise me one iota, but how can it be a delay when the plane was never in situ to start its journey and they knew the night before.?
We signed a contract to fly from Doncaster and if I wanted to go 2 hours in a coach down the M1, then I would have booked a flight from EMA.

We never booked in at Doncaster, all they did was tick names off, which meant we had to lob 2 cases around the airport for the next 2 hours .
So if we wanted a drink, the toilets or go outside for a smoke, then we had to lob these cases around with us or one stand guard..... before standing outside like sheep at 7 am to load them on the bus....and how ironic that the bus left at 7am to Coventry when the flight should have taken off.
The people who had booked a flight only were given a refund if they chose because it was classed as a cancellation.
Thompson say it is a delay, but it cannot be a delay because the plane was never at its starting point and the replacement had been got from somewhere else, with the crew brought in from their day off.
There were no planes landing at Coventry which could have been used to take us to Malaga...so again why couldn't the replacement plane land at Doncaster instead and we could have been taken to an hotel in Doncaster.?

Anyway, apart from being totally peed off with their attitude at Doncaster Airport and being moved around the country like sheep packed in a truck on the way to the slaughter house, plus the dreadful conditions at Coventry, I will pursue this matter when I get home...
I just wanted some thoughts.

Sanjiiiiiiiiiiii

Acorncup

2007-06-09 14:27:03

aw sanji so sorry to hear you have become a statistic in these very problems you have been trying to advise others over

I'm afraid I don't have any specialist knowledge about delays vs cancellations for you...but it does seem crazy that if they knew the plane wouldn't be at Doncaster taking off at 7 am, they couldn't have informed you the night before and let you stay at home a few more hours......

I suppose they like to be in control of the passengers, so they can send them wherever........

and Hilton Hotel prices are outrageous if you're not on an expense account :shock:

We had a 4 hour delay at Southampton airport when a Channel Island plane went "technical" and they gave us £15 vouchers each for food and shopping....mind you it is only a 16 seater plane..........so not such a big bill for the airline!

it's sooooooo frustrating when any of your precious holiday, that you've looked forward to, and worked hard to pay for, is wasted.........

but I hope you can enjoy the rest of your time xx

fwh

2007-06-09 14:51:58

Perhaps you need to email Thomson and advise them that you are not satisfied with the manner you have been treated - Fill out a compliant form whilst there and take it up when you get back.

That will ensure they are aware, and prevent the excuse that you only complained on return and are trying it on.

I always take the email address with me just in case.

Meanwhile enjoy yourself.

fwh

Peter of York

2007-06-09 15:21:23

but how can it be a delay when the plane was never in situ to start its journey and they knew the night before.?

Precisely.

Looks to me as if you've got them bang to rights about not supplying you with the required information under the EU Directive.

If you complain to the Air Users Council about this, and raise the question of compensation re a cancelled flight, examination by the CAA of the log book of the aircraft you flew on would determine whether you have been told a load of porkies .............

In the meantime, have a great time, was relieved to hear that hubby is perhaps reasonably unscathed!

Peter

Sanji

2007-06-09 22:09:20

Thanks peeps.....
Just want to say, it's not the money, it's the principle, but I believe Thomson and other Airlines are doing thousands out of monetary compensation that lawfully they are entitled too.

Hilton Hotel prices are outrageous if you're not on an expense account

yes, I was going to pass a little of the time away at the hotel using the computer.
£9 for 1 hour or £3 for 15 mins. :shock:

In the meantime, have a great time, was relieved to hear that hubby is perhaps reasonably unscathed!

He'll live, he had the sun, sea and sangria to look forward too, but he didn't get the other S or dare ask :rofl

sanjiiiiiiiiiii

Fiona

2007-06-09 22:59:14

I suppose that would be Silence Sanji??? Mind you- it'll have been a while since he's experienced that :lol:

Driver02

2007-06-09 23:57:30

Hi Sanji

Just a few points I'd like to bring to your attention.

When you register your complaint with Thomson's, it's EXTREMLY IMPORTANT you keep to the facts.

Within your complaint only detail those events that are relevant, i.e. the plane being grounded, transported to another airport, delay at Coventry was grounded etc.

DO NOT go of topic, i.e. at this stage DO NOT Mention

Prices at the hotel

Duty free facilities at Coventry

Condition / size of Coventry airport.

Condition of ladies toilet at Doncaster airport

Landing fees at Doncaster.

These are all external events, which to some extent are "Out of Thomson's control" any mention of the above will only confuse your complaint, and give Thomson's an excuse to confuse your complaint.

For any kind of compensation / good will offer, only complain about what Thomson's ARE responsible for, after all, as unpleasant / uncomfortable as the above was, they are not reasons for your complaint, so stick to the facts.

Good Luck.

Driver02

MarkJ

2007-06-10 05:45:02

Hi Sanji

Good luck with your claim and please let us know the outcome. I'm sure you are going to be the right calibre of person to make them see sense :wink:

Mark

Travelling Sam

2007-06-10 07:33:07

Poor thing.

I only saw the title of the thread and I felt sorry for you already.

Aslemma

2007-06-10 11:24:33

Poor you Sanji. I can't give any advice but can certainly agree with your reasoning and you must fight for the principle. We had a 17 hour delay from Cyprus some years ago and were taken off to a hotel, minus our luggage. They provided accommodation and food but no drinks at all, not even tea or coffee. I had no Cypriot or English cash with me, only credit cards, which would have been OK for meals but hardly for a couple of beers! Luckilly I had a few US and Hong Kong dollars in the back of my passport which the hotel was happy to accept. :roll:

Peter of York

2007-06-10 12:45:27

It depends upon how long ago "some years ago" was, because nowadays we should be protected to some degree - see HERE

The problem is that there is much evidence on these pages alone that airlines are ignoring the European Directive and trying to evade their responsibilities to some tune.

They should not be allowed to get away with it!

Peter

Holiday Complaints

Post a Reply

Get the best deals!

from our cruise, ski and holiday partners