we have just returned from a 2 week holiday in turkey
our fliight on the way out was delayed by just over 12 hours
i am looking for some advice as to wether we are entiteled to any compensation? or can we claim from our insurance?
the reason i am asking is that on the way home we were chatting to someone on the plane they were saying that there rep had gone to see them the next day and given them paper work to fill out regarding the delay
the problem we have is that we never even saw a rep we were droped off at the hotel and that was it and then picked up again when we were coming home
i went to reception one day and asked the receptionist about the rep she laughed and said she had never seen a rep from this company!!!!!
i tried ringing the rep but never got an answer i rang the local office in turkey 2 days before we were leaving to check the flight times going home were still the same and was told i dont know!!!
i got our hotel manager to ring them he said they were on time and that we would be told on thur what time we would be picked up on the fri
7 o clk thur night we still didnt know what time we were being picked up the hotel manager had to ring them again!!!! and ask them to fax the information over to him.
the problem i have got is that apparently i need some proof that the flight was delayed and for how long.
but how do i get this paper work do i contact the company that we booked with? or do i contact the airlines?
all help is greatly appreciated thanks
Seems to me there are two separate issues here.
Reference the actual flight delay see HERE. The airline should have handed you a document setting out your rights is respect of flight delays at the airport.
Then there is the matter of the inability to contact a Rep at the resort, which is a complaint to the travel company.
I would have thought the airport would have a record of the flight delay and could confirm.
For advice on putting together complaints that really stick, contact Ros Fernihough on 01922 621114. Might save you from being fobbed off and messed around if Ros is somewhere in the background.
For our information, which travel company, which airline, which airport, and destination airport please?
Peter
Reference the actual flight delay see HERE. The airline should have handed you a document setting out your rights is respect of flight delays at the airport.
Then there is the matter of the inability to contact a Rep at the resort, which is a complaint to the travel company.
I would have thought the airport would have a record of the flight delay and could confirm.
For advice on putting together complaints that really stick, contact Ros Fernihough on 01922 621114. Might save you from being fobbed off and messed around if Ros is somewhere in the background.
For our information, which travel company, which airline, which airport, and destination airport please?
Peter
hi peter
the travel company we booked with is called perfect choice
the airline we travelled with was freebird airlines flying from from manchester airport to dalaman airport.
we had no contact with anyone from the airline the whole time we were in the airport only when we checked in and then when they boarded us on the flight.
thanks Kathy.
the travel company we booked with is called perfect choice
the airline we travelled with was freebird airlines flying from from manchester airport to dalaman airport.
we had no contact with anyone from the airline the whole time we were in the airport only when we checked in and then when they boarded us on the flight.
thanks Kathy.
Hi,
For sure try your travel insurance. Most folks' policies kick in at 12 hours.
You could also contact the airline direct with your complaint and ask them to put something in writing to confirm the delay.
Did they give you vouchers for food in the airport? Handling agents look after guests during delays, not the airline themselves.
The paperwork filled out by your fellow travellers may have only been a basic reps report which you could have also had if your rep had been available. I'm a rep and I do these for my guests as not all airlines produce an official letter stating the details of the delay.
Did you get an invitation to attend a welcome meeting with your rep?
Its very important that we see our guests as soon as possible after arrival, to sort out any issues, let you know about the resort and of course this is how we supplement our salary so we want to see you! I leave mine at the hotels and they are given when my guests arrive.
Was there a reps board or folder in the hotel, any info at all? You had the reps phone number but did you try the resort office before you rang to check your pick up time?
Its very possible he/she is **** at their job and you have a very valid complaint if they did not invite you to a welcome meeting and you tried every possible way to see him/her.
But, if you did get an invitation and chose not to attend (maybe you arrived too late?) and if you had an alternative number to ring and didn't use it, they will assume that you were not that bothered until you heard what another guests got from THEIR rep.
I have a hotel which I hardly ever visit, the staff wouldn't know me! Even though I have fairly regular arrivals in there. I do all my visits and welcome meetings in the hotel next door.
A strong letter to the TO is good, as soon as possible and as has been said, contact Ros she's the expert.
Louise
For sure try your travel insurance. Most folks' policies kick in at 12 hours.
You could also contact the airline direct with your complaint and ask them to put something in writing to confirm the delay.
Did they give you vouchers for food in the airport? Handling agents look after guests during delays, not the airline themselves.
The paperwork filled out by your fellow travellers may have only been a basic reps report which you could have also had if your rep had been available. I'm a rep and I do these for my guests as not all airlines produce an official letter stating the details of the delay.
Did you get an invitation to attend a welcome meeting with your rep?
Its very important that we see our guests as soon as possible after arrival, to sort out any issues, let you know about the resort and of course this is how we supplement our salary so we want to see you! I leave mine at the hotels and they are given when my guests arrive.
Was there a reps board or folder in the hotel, any info at all? You had the reps phone number but did you try the resort office before you rang to check your pick up time?
Its very possible he/she is **** at their job and you have a very valid complaint if they did not invite you to a welcome meeting and you tried every possible way to see him/her.
But, if you did get an invitation and chose not to attend (maybe you arrived too late?) and if you had an alternative number to ring and didn't use it, they will assume that you were not that bothered until you heard what another guests got from THEIR rep.
I have a hotel which I hardly ever visit, the staff wouldn't know me! Even though I have fairly regular arrivals in there. I do all my visits and welcome meetings in the hotel next door.
A strong letter to the TO is good, as soon as possible and as has been said, contact Ros she's the expert.
Louise
We had a delay of 33 hrs this year and the airline gave us a letter for our insurance company confirming the exact timings of the delay and also the reason i.e technical fault is the most common I believe . the insurance will want these details. and yes you should be able to claim a small amount per person infurance over 12 hrs. so I would contact this airline for a copy of this letter.
im sure somebody will correct me if im wrong here but im sure I read on here recently that if you have a long delay on the way out and miss any nights of your accomodation you would have a claim for this against the tour operator .
lyn
im sure somebody will correct me if im wrong here but im sure I read on here recently that if you have a long delay on the way out and miss any nights of your accomodation you would have a claim for this against the tour operator .
lyn
hi louise
thanks will be ringing my insurance company tommorow as i had to seek medical assistance while away so i will aso ask them about the delayed flight.
have also tried to contact the airline customer service desk but they had gone home but will try again
we didnt get invited to a welcome meeting there was a board in the reception area with various times for visits and the time for the welcome meeting we were sat at the pool side nearly every day and never saw anyone we actually got more help from the thomas cook rep who came every day she was lovely if we saw any other rep arrive we made a point of going in to see of they were from our company as well.
there were 2 numbers on the list one was the office i rang to check the flight times and the other was the number for the rep but no joy from either
we met another family who also travelled out with us and they also had the same problem one of them came to the reception with me when we were told that they had never seen a rep
when we were picked up from the hotel to go back to the airport we were picked up by a girl the first thing we asked her was if she was a rep she said no i work for an agency
she took us to the mini bus we were to travel back to the airport in it was 50 odd deegrees and there was no air conditioning in the van
she then sat in with the driver and went to sleep while we all swelltered in the back it was awful
one thing for sure we wont be booking with tour operator again will definatley be going back to marmaris wont let it put us off
thanks louise for the advice
Kathy.
thanks will be ringing my insurance company tommorow as i had to seek medical assistance while away so i will aso ask them about the delayed flight.
have also tried to contact the airline customer service desk but they had gone home but will try again
we didnt get invited to a welcome meeting there was a board in the reception area with various times for visits and the time for the welcome meeting we were sat at the pool side nearly every day and never saw anyone we actually got more help from the thomas cook rep who came every day she was lovely if we saw any other rep arrive we made a point of going in to see of they were from our company as well.
there were 2 numbers on the list one was the office i rang to check the flight times and the other was the number for the rep but no joy from either
we met another family who also travelled out with us and they also had the same problem one of them came to the reception with me when we were told that they had never seen a rep
when we were picked up from the hotel to go back to the airport we were picked up by a girl the first thing we asked her was if she was a rep she said no i work for an agency
she took us to the mini bus we were to travel back to the airport in it was 50 odd deegrees and there was no air conditioning in the van
she then sat in with the driver and went to sleep while we all swelltered in the back it was awful
one thing for sure we wont be booking with tour operator again will definatley be going back to marmaris wont let it put us off
thanks louise for the advice
Kathy.
thanks lyn
we did miss ouf first night in the hotel the fri night was supposed to be our first night in the hotel but as we didnt arrive tii 6.30 sat evening sat was our first night in the hotel.
we did miss ouf first night in the hotel the fri night was supposed to be our first night in the hotel but as we didnt arrive tii 6.30 sat evening sat was our first night in the hotel.
Hi Kathy,
I would certainly write to the TO with details of how you were let down by the rep. That is very unprofessional and give all reps a bad reputation. Also about the flight delay, though they will probably refer you to the airline. If a TO doesn't own its own aircraft like FC, TC, TOM etc, they generally do this.
Sounds like the rep on your bus was just a Transfer Rep laid on by the coach company so no point going down that road except to complain about the lack of AC. I have to admit that in my days of being a Transfer Rep, I often fell asleep on coaches though it is a disciplinary offence in my company, I was just sooo tired!
Write it all down, clear and concise. No personal opinion, just plain facts. They have 28 days to reply I think.
Best of luck,
Louise
I would certainly write to the TO with details of how you were let down by the rep. That is very unprofessional and give all reps a bad reputation. Also about the flight delay, though they will probably refer you to the airline. If a TO doesn't own its own aircraft like FC, TC, TOM etc, they generally do this.
Sounds like the rep on your bus was just a Transfer Rep laid on by the coach company so no point going down that road except to complain about the lack of AC. I have to admit that in my days of being a Transfer Rep, I often fell asleep on coaches though it is a disciplinary offence in my company, I was just sooo tired!
Write it all down, clear and concise. No personal opinion, just plain facts. They have 28 days to reply I think.
Best of luck,
Louise
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