Bott and Co recovers £235.98 flight delay compensation from Thomson for a couple who experienced an overnight delay that lasted over 18 hours when coming home from an Anniversary trip with Thomson Airways.
“I just felt we were given the wrong information all the time”
“We were picked up from the hotel at about 5 o’clock in the afternoon and taken to Mahon airport, Menorca; the moment we got there we could see the Cardiff flight got delayed up against it. We were delayed for about 40 minutes I think before we were actually boarded and then we just sat there and sat there.
“He just said during the pre-flight checks this light had come on to say that the nose wheel light wasn’t working. There’s nobody at Mahon airport qualified to work on the Boeing so we were going to have to wait for an engineer to be flown in from Majorca, but the flight wouldn’t be taking off for another two hours.
All in all, it was not a very pleasant experience.
At this point Diana and her husband, along with all other passengers had to make their way back to the airport lounge and were given some vouchers to use for food and drink.
“We waited for ages before they actually came and said ‘you can go and pick up vouchers now’. We were given these vouchers by which time there was hardly anything open to eat. While I was in the queue, we were summoned back to the departure gate where the Captain and the First Stewardess was waiting to see us.”
Diana and Guy were then told that the problem was more serious than they once thought and that their luggage was going to be disembarked from the plane and they would be taken to a hotel to stay overnight.
“By the time they sorted out where we were going to be taken, and we were bused up to the other end of the island, well we didn’t get to the hotel until about 00:30. We still hadn’t had anything else to eat, although I did notice that the Captain and the stewardesses had food prepared for them by the people that were working in the airport.
“We were picked up again at just gone 8 o clock the following morning, bused back to the airport where we were assured we’d be treated as a priority flight…well we weren’t! There were no baggage handlers and we haven’t got a slot for taking off so in the end we sat on that plane for 2 hours. So all in all, it was not a very pleasant experience.
Trying to claim directly from Thomson Airways
When Diana and her husband finally got to Cardiff Airport, 18 hours than original scheduled, they were told they could claim compensation through their travel insurance but Diana decided to try and contact the airline herself.
“I wrote to Thomson directly and copied them the standard letter from the CAA website and asked for compensation. They took 90 days to come back, and then I got that email that said ‘we’ve examined it and its extraordinary circumstances’. So I then wrote back again, another letter and they just totally ignored me.”
They wriggled out of it very well.
“It incensed me the way they think they can get away with.
“I said to them in the letter ‘I think you wriggled out of it very well [and] you managed to cloak yourself under legal jargon.’ Just to say Extraordinary Circumstances didn’t really wash with me, so I just felt there was something not quite right there which is why I did the internet search and came across Bott and Co.
“I was so angry that they just thought they could ignore me.”
Claiming with Bott and Co
Well I have to say, brilliant!
After being ignored and shrugged off by Thomson Airways, Diana wasn’t ready to give up and therefore put in her claim with Bott and Co.
Diana & her husband were very happy with the service and their compensation award and ended up putting the money towards their next holiday to Lanzarote.
“Well I have to say, brilliant!
“Your Terms and Conditions were very clearly laid out, at the outset so we knew what we were letting ourselves in for. As I said to my husband, the 27% plus £25 per person, as opposed to nothing. I don’t think the charges are unreasonably at all.