Follow up with revised insurance details from their customer services

Following 20 minutes on hold and a chat with one of their better people, I received the follwing a minute ago:

Without Prejudice

Please Quote: W13/14/1524890/LS

17th May 2014


Mr R Skegg
XXXXXXXXXX
Woodley
Reading
Berkshire 
RG5 XXX


Dear Mr Skegg,

Thank you for contacting our Customer Support Department.

As the UK's leading tour operator in a very competitive business, we aim to offer our customers the best possible service. We believe it is extremely important that your holiday runs smoothly.

I'm sorry that your flight was delayed and I understand how inconvenient this must have been. I can confirm that flight TOM4483 was delayed for a total of twenty hours and forty six minutes due to the aircraft being diverted to collect a new part of the aircraft as it needed to be replaced - technical reasons.

Scheduled time of departure 09.00 GMT 15/05/14 
Actual time of departure 06:15 GMT 16/05/14

Scheduled time of arrival 11:25 GMT 15/05/14
Actual time of arrival  08:11 GMT 16/05/14 

Total Delay Time 20 hours and 46 minutes

May I mention that this information is as per the Greenwich Mean Time and may not match to the times calculated locally. I hope this information will help, should you wish to contact your insurance company.

Despite your disappointment, I hope that we are afforded an opportunity to restore your confidence in our services.

Yours sincerely,


Lauren Smith
Customer Support Advisor
After Travel Customer Support
0844 871 0882