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
Saturday, 17 May 2014
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:
Friday, 16 May 2014
Initial details of Thomson Airlines Complaint for flight TOM4483
Friday 16th May 2014; 17:55
Some people at the airport were asking about the potential compensation available. All credit to www.moneysavingexpert.com for putting most of this into a usable format!
Distance of flight: 1310km
The delay was over 3 hours and was the fault of the airline (the initial technical failure is apparently classified as the airline's fault, however their decision to divert our rescue plane to Luton to collect an engine part for another aircraft added 4 hours to the delay, so this cannot be anything but the fault of the airline!)
Compensation Value: £210 per passenger (so if you had a party of 3, this would be £630 total)
Compensation Format: Cash is required but they might offer you more in vouchers and you ever want to travel with them again, that's for you to negotiate and decide whether it's a good deal for you. If you want to go down the negotiation route, I recommend deciding what your ideal, realistic and minimum acceptable settlements are well in advance and consider anything around your ideal as a win.
Distance calculation provided by www.webflyer.com
Details on how to make a claim are here http://www.moneysavingexpert.com/travel/flight-delays#stepOne but it might be worth waiting for a couple of days whilst we all get our ducks in a row. I personally will be appealing to them for far more than my statutory compensation.
I have spoken to Alex Matcham at Thomson after flight services this afternoon (after a well deserved 3 hour kip!) and she has allegedly spoken to Flight Services who will apparently email me a replacement delay confirmation letter with the correct information, or as close to this as can be managed, detailed.
if anyone wants to email me, use rskegg@hotmail.co.uk , I will check this once per day, work commitments accepting.
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