Due to fly out 13.30 5th August from Gatwick on this package holiday booked 14 months in advance and delayed due to mechanical failure of the plane and replacement not being available til 20.30 6th August.
Refund offered on the holidayif wanted to cancel and go home or accept Thomas Cook offer of hotel and food (limited refreshments)at their expense. Thomas Cook arranged for all 350 passengers to be put up overnight at the Hilton for those who were prepared to wait out the long delay. Their customer service was very poor along with their communications (or lack of). Only compensation received from them was a free drink on the plane !!
We feel we lost 2 days of our holiday and nothing was offered in resort either. Have written to their customer service team to seek compensation but so far I've heard nothing.
Reading some of the other reports re Thomas Cook and delays makes you wonder if it was the same plane as ours was in manchester being repaired when it was due to fly from Gatwick
Phone Ros Fernihough on 01922 621114. She's currently looking into my, and I guess many other, similar claims.
Initially I can say with some certainty that the carrier (was that Thomas Cook or some other airline ?) was responsible for providing you with meals and refreshments - in keeping with the length of the delay. This should equate to three meals (breakfast, lunch and dinner) for 24 hour delay. They were correct in putting you up in a hotel. If you had to pay for meals and refreshments (non-alcoholic only) and you kept the receipt (or can arrange for a copy to be provided by the hotel for example) submit these against Thomas Cook or the carrier.
Missing accommodation nights at your hotel should be claimed against Thomas Cook. They can hardly charge you for, say, 14 nights accomm. when their supplier (the carrier) failed to get you there on time.
With regard to hearing back from T. Cook - they probably will work to the ABTA suggested 28 day deadline, so give them a little more time.
But do ring Ros.
Initially I can say with some certainty that the carrier (was that Thomas Cook or some other airline ?) was responsible for providing you with meals and refreshments - in keeping with the length of the delay. This should equate to three meals (breakfast, lunch and dinner) for 24 hour delay. They were correct in putting you up in a hotel. If you had to pay for meals and refreshments (non-alcoholic only) and you kept the receipt (or can arrange for a copy to be provided by the hotel for example) submit these against Thomas Cook or the carrier.
Missing accommodation nights at your hotel should be claimed against Thomas Cook. They can hardly charge you for, say, 14 nights accomm. when their supplier (the carrier) failed to get you there on time.
With regard to hearing back from T. Cook - they probably will work to the ABTA suggested 28 day deadline, so give them a little more time.
But do ring Ros.
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