Hi, thankyou for all your replies, we really appreciate it.
Having checked the 22min change around is in Denver, not Chicago, my mistake. I'm assuming there isn't a re-fuel as the flight numbers are different and the aircraft is different (Boeing 767 to a Bae-146).
Could anyone also advise if we will need to collect all our luggage between each flight and should the worst happen and our luggage is lost (i'm a bit of a worrier!) do we report it at that airport and potentially miss the connector?
Having checked the 22min change around is in Denver, not Chicago, my mistake. I'm assuming there isn't a re-fuel as the flight numbers are different and the aircraft is different (Boeing 767 to a Bae-146).
Could anyone also advise if we will need to collect all our luggage between each flight and should the worst happen and our luggage is lost (i'm a bit of a worrier!) do we report it at that airport and potentially miss the connector?
Will point Dazbo our airline expert to this thread.
Please don't worry if he doesn't answer asap as I know at present he has work commitments but am sure he will try to assist as soon as he is able.
Hang in there we aren't neglecting you
Please don't worry if he doesn't answer asap as I know at present he has work commitments but am sure he will try to assist as soon as he is able.
Hang in there we aren't neglecting you
THOMAS CROOK!,
Sorry to hear of your problems. Your contract lies with whoever you booked your holiday with, ie who took payment. Don't let them pass the book from one to another, it's whoever you gave payment to. To have a flight with only a 22 minute connection time is madness in my opinion. Some airports have reduced transfers, eg 35 minutes, but the standard connection time for flights in 90 minutes. It only needs a minor delay on your inbound flight and you'll miss it. Bear in mind you'll have to clear customs after you land in the US for your first connection in Chicago. You'll be classed as a domestic passenger after that. I've never used Denver airport so I don't know what t's like, but there's no way you or your luggage would make a 22 minute connection in my opinion. The paperwork for the flight would already have been finalised before you even disembarked the incomming aircraft so there's no way you'd make it unless they can work miracles! I might be wrong, but I'd be a little concerned over making it because it wouldn't need much of a delay to the incoming aircraft or in the airport for you to miss it. Your connections aren't just for refuelling the aircraft, they are connections to onward flights on different aircraft. Do you know if you are travelling with the same airline or codeshare partner on all your flights? If you are, you should be able to through check your luggage and yourselves, bearing in mind you'll have to collect luggage in Chicago for customs then re-check in for onwards connection. You won't need to worry about it in Denver. If you are booked with seperate airlines, you'll have to collect your luggage and check it in, as well as yourselves at every airport. I've had lost luggage in the past and airports are generally pretty good in tracing it and forwarding it on to you. You just need to see the lost luggage desk if a problem arrises and they'll take your details and luggage tag numbers (check-in staff will normally stick these to passports or tickets so make sure you always retain the numbers until you're at your destination with all luggage). If you have flight numbers / dates, I can check that for you. I think you need to go back to the agents to get things resolved as soon as possible. It is thier mistake about the connections and it should never have been booked in my opinion the way I see it given the tight connection. That is unless the airline can guarantee the connection is viable. For me, the one or two connections wouldn't be too much of a problem, that's just a breakdown in communication. The main issue for me would be if it's possible to make all the flights with a sufficient connection time. At the moment, I can't see that's the case.
Darren
Sorry to hear of your problems. Your contract lies with whoever you booked your holiday with, ie who took payment. Don't let them pass the book from one to another, it's whoever you gave payment to. To have a flight with only a 22 minute connection time is madness in my opinion. Some airports have reduced transfers, eg 35 minutes, but the standard connection time for flights in 90 minutes. It only needs a minor delay on your inbound flight and you'll miss it. Bear in mind you'll have to clear customs after you land in the US for your first connection in Chicago. You'll be classed as a domestic passenger after that. I've never used Denver airport so I don't know what t's like, but there's no way you or your luggage would make a 22 minute connection in my opinion. The paperwork for the flight would already have been finalised before you even disembarked the incomming aircraft so there's no way you'd make it unless they can work miracles! I might be wrong, but I'd be a little concerned over making it because it wouldn't need much of a delay to the incoming aircraft or in the airport for you to miss it. Your connections aren't just for refuelling the aircraft, they are connections to onward flights on different aircraft. Do you know if you are travelling with the same airline or codeshare partner on all your flights? If you are, you should be able to through check your luggage and yourselves, bearing in mind you'll have to collect luggage in Chicago for customs then re-check in for onwards connection. You won't need to worry about it in Denver. If you are booked with seperate airlines, you'll have to collect your luggage and check it in, as well as yourselves at every airport. I've had lost luggage in the past and airports are generally pretty good in tracing it and forwarding it on to you. You just need to see the lost luggage desk if a problem arrises and they'll take your details and luggage tag numbers (check-in staff will normally stick these to passports or tickets so make sure you always retain the numbers until you're at your destination with all luggage). If you have flight numbers / dates, I can check that for you. I think you need to go back to the agents to get things resolved as soon as possible. It is thier mistake about the connections and it should never have been booked in my opinion the way I see it given the tight connection. That is unless the airline can guarantee the connection is viable. For me, the one or two connections wouldn't be too much of a problem, that's just a breakdown in communication. The main issue for me would be if it's possible to make all the flights with a sufficient connection time. At the moment, I can't see that's the case.
Darren
Hi Darren, thanks for offering to look at the flight details as we're not that clued up with this sort of thing... They are:
flight UA 929 (14/01/10) from Heathrow to Chicago
departure time: 10.05. Arrival time 13.21. Boeing 777
Flight UA 909 (14/01/10) from Chicago to Denver
departure time: 15.35 (latest check in 14.35) Arrival 17.24. Boeing 767
Flight UA 377 (14/01/10) from Denver to Jackson
departure time: 18.46 (latest check in 17.46) Arrival 20.12. Airbus A319
like you say, hopefully if this is a standard type of flight it must be possible to make the flights otherwise it wouldn't be worth booking passangers for them.
Unfortunately, having raised a complaint with Thomas Cook, they've returned to us stating it's not their responsibility for giving the incorrect advice when we booked it as they 'only act as agents'. We booked and paid for the holiday through them.
Thank you again,
Lucy
flight UA 929 (14/01/10) from Heathrow to Chicago
departure time: 10.05. Arrival time 13.21. Boeing 777
Flight UA 909 (14/01/10) from Chicago to Denver
departure time: 15.35 (latest check in 14.35) Arrival 17.24. Boeing 767
Flight UA 377 (14/01/10) from Denver to Jackson
departure time: 18.46 (latest check in 17.46) Arrival 20.12. Airbus A319
like you say, hopefully if this is a standard type of flight it must be possible to make the flights otherwise it wouldn't be worth booking passangers for them.
Unfortunately, having raised a complaint with Thomas Cook, they've returned to us stating it's not their responsibility for giving the incorrect advice when we booked it as they 'only act as agents'. We booked and paid for the holiday through them.
Thank you again,
Lucy
THOMAS CROOK!,
You're with United Airlines all the way, that makes it a little easier as you'll be able to through check. Looking at your flight details, you have over an hour to catch your connecting flight from Denver to Jacksonville, not 22 minutes. You arrive at 1724 and your onward flight leaves at 1845, 1 hour 21 minutes later. It's only the check-in time that is 22 minutes after you land. Because you'll be through checked and transiting as a domestic passenger, you don't need to worry about checking-in. You'll already have your boarding cards from checking in at Chicago and can just go straight through to your connecting flight, and have over an hour to make it. Panic over!
EDIT: You've seen the same as I have Mark!
Darren
You're with United Airlines all the way, that makes it a little easier as you'll be able to through check. Looking at your flight details, you have over an hour to catch your connecting flight from Denver to Jacksonville, not 22 minutes. You arrive at 1724 and your onward flight leaves at 1845, 1 hour 21 minutes later. It's only the check-in time that is 22 minutes after you land. Because you'll be through checked and transiting as a domestic passenger, you don't need to worry about checking-in. You'll already have your boarding cards from checking in at Chicago and can just go straight through to your connecting flight, and have over an hour to make it. Panic over!
EDIT: You've seen the same as I have Mark!
Darren
Where? Not that I can see.One connection has 20 minutes between landing and flying again.
The only check-in time you need to be concerned with is the one at LHR and perhaps just make sure you don't phaff around at Chicago getting off the plane as you have to clear immigration and customs and "re-checkin luggage" - but that is just dropping it off and I don't you will even queue to do that (baggage will be already tagged for your final destination). At Denver I actually think you will have time for coffee before boarding UA377 to Jackson Hole.
I'm sorry, I assumed that we need to be there for he latest check in time, Which is why I understood that there was a 22min turnaround. My mistake, I'm sorry o have wasted everyones time
I don't see you getting anywhere with this "complaint". Thomas Cook/Inghams actually have you on the quickest itinerary.
The service with just one connection (at Denver) whould mean you leave LHR at 0740, arrive DEN 1419 out of DEN having sat around for over FOUR HOURS at 1646, finally arriving at JAC 2012. Total 19hrs 32min.
The flight you have been booked on to leave LHR at 1005 and dispite the second connection has you joining the same flight DEN/JAC with the same 2012 arrival at Jackson Hole. Total 17hrs 7 mins.
So, what they have done is allow for a sensible departure from LHR at the start of your journey, a shorter overall flight time and the SAME arrival in Jackson Hole as you would have had following a much earlier departure from LHR and a very long wait in the termanal at Denver (nice as it is).
I would be thanking them for being considerate of your time and apologetic for...well complaining and seeking compensation.
The service with just one connection (at Denver) whould mean you leave LHR at 0740, arrive DEN 1419 out of DEN having sat around for over FOUR HOURS at 1646, finally arriving at JAC 2012. Total 19hrs 32min.
The flight you have been booked on to leave LHR at 1005 and dispite the second connection has you joining the same flight DEN/JAC with the same 2012 arrival at Jackson Hole. Total 17hrs 7 mins.
So, what they have done is allow for a sensible departure from LHR at the start of your journey, a shorter overall flight time and the SAME arrival in Jackson Hole as you would have had following a much earlier departure from LHR and a very long wait in the termanal at Denver (nice as it is).
I would be thanking them for being considerate of your time and apologetic for...well complaining and seeking compensation.
I'm sorry, I assumed that we need to be there for he latest check in time, Which is why I understood that there was a 22min turnaround. My mistake, I'm sorry o have wasted everyones time
You posted this after my last reply.
Glad you are comfortable with the arrangements and hope you can look forward to your holiday now all cleared up.
THOMAS CROOK!,
Not to worry, we're here to help so hope you can look forward to your trip now. We have a United Airlines thread over on the Flights Forum. Maybe you'd like to let us know how it went upon your return.
Darren
Not to worry, we're here to help so hope you can look forward to your trip now. We have a United Airlines thread over on the Flights Forum. Maybe you'd like to let us know how it went upon your return.
Darren
What i find most alarming about this scenario is that the travel agent/tour operator didn't actually explain your flight procedures when you raised a "complaint" exactly how difficult could it be for one of them to explain precisely the flights you have and the fact your luggage is checked through.
Thomas Crook naturally assumed that each flight needed to be checked in , as Traveller pointed out the agent actually did a good job of arranging flights and connections with little waiting , just a pity they couldn't explain it to the client at the time or even later when they queried the timings.
Thomas Crook naturally assumed that each flight needed to be checked in , as Traveller pointed out the agent actually did a good job of arranging flights and connections with little waiting , just a pity they couldn't explain it to the client at the time or even later when they queried the timings.
just a pity they couldn't explain it to the client at the time or even later when they queried the timings.
Yes, all this would have been shortcircuited if some one, either from Thomas Cook (who didn't book the flights - just the package) or Ingham's (who put the package together) had explained about check-in procedures etc but let's not forget that this complaint was always partly about the original poster saying that they wouldn't have booked this holiday in the first place if they'd known that there were two flight conenctions involved and wanted compensation for that. Inghams appear to have been adamant from the start that this was a 'doable' set of flight arrangements but it's not clear what direct contact Lucy had with Inghams and whether they were ever given that opportunity to explain the flight arrangements.
I think that this all goes to show that providing detailed, correct information in the first instance could also have helped us help the OP earlier too. Their first post clearly says that there was only 20mins between landing and take-off (not between landing and last check-in times) for one of the connections and later that this was at Chicago, neither of which turned out to actually be the case. I'm not wanting to sound critical but this really does highlight the need to make sure that information provided is accurate. I appreciate that the OP might not be an experienced traveller but if they have been as unclear with either Thomas Cook and/or Inghams with their complaint then I can understand that the attitude of both of them might well ahve been 'Complaint, what complaint?'.
I do hope you enjoy your holiday, Lucy, and can relax and just concentrate on getting your packing done now :-)
SM
Denver Airport is a lovely airport. We used it last October. It is modern, clean and spacious.
It is well signed and easy to get about. It has some nice shops as well if you do have time.
It is well signed and easy to get about. It has some nice shops as well if you do have time.
Maybe not everyone can do word perfect essays! The OP was obviously confused and made a mistake! No harm done!
I thought the whole point of this forum was to help people with less knowledge and experience. Members here have got the imformation and helped the poster, good.
They booked through a tour operator who should be experienced at explaining to the less well informed thats their job.
Kind Regards
Stewart
They booked through a tour operator who should be experienced at explaining to the less well informed thats their job.
Kind Regards
Stewart
I'm feeling a bit got at here! The point I was trying to make is that, yes, we do try and help each other out as much as we can and I, like others, have put in many hours of time over the years to try and help people on this forum and board on general. But in the end the advice we can give is only going to be as good as the information that we are given in the first place. After her first post, Lucy spent 2 days fretting about this situation before we were finally able to put her mind at rest. Had the information about the flight times been included in her original post, I'm confident that on the basis of his/her track record on this forum that Sunaddict could have put Lucy's mind at rest immediately she read the first post, with the result that in little more than an hour after first posting her question, Lucy would have had been re-assured.Is it that unreasonable to try and remind people that providing concise and correct information in the first instance means that they are likely to get quicker and more accurate information and advice back in return?
SM
Sorry SMA, not getting at you, just trying to say that the original posters didnt know what the important information was. Thankfully this board coaxed it out of them and was able to help. Some are very new to travelling so can often ask what is the most obvious question for us but is confusing for them.
Kind Regards
Stewart
Kind Regards
Stewart
We booked a flight which was cancelled due to Volcanic Ash with FlyThomasCook through an agent called Vacation Travel. When the flight was first cancelled I was promised a refund within 7 - 10 days. After two weeks they contacted me again and said I would get the refund within another 2 weeks. Then when nothing happened I contacted them again....and was promised a refund within a further 2 weeks. The latest excuse is that Thomas Cook was unable to do a BACS payment to Vacation Travel due to the fact that their credit card details had expired. (Obviously no-one at Thomas Cook knows how to use a phone or email and request new details). Therefore they said they were raising a cheque which would take up to 14 days to be delivered to Vacation Travel. (Apparently Thomas Cook cannot afford first class stamps!). Now they are saying that it will take up to 30 days to send this cheque. This would bring the wait up to 11 weeks after the flight was cancelled. I realise they have hundreds (perhaps thousands) of payments to process but I also know that they are taking hundreds of new bookings every day and they are not taking 3 months to process these.....on the contrary they expect immediate payment by credit card when booking. If they expect us to do this - they should be able to do the same!
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