A couple from Rochdale, Lancashire were travelling home from a relaxing summer getaway in Greece when they faced an unexplained flight delay.
Sharon and Mark Tickner arrived at Heraklion International Airport in Crete, Greece for their Thomas Cook flight back to Manchester on 17th September 2013.
“As soon as we got to the airport we were told there would be a delay. The Thomas Cook representatives weren’t very forthcoming and information was being passed up and down the check-in line.”
“What we all really wanted to know was how long we would have to wait, but none of the reps seemed to know what was going on. One rep was complaining to passengers she had been dragged in on her day off.”
Once checked-in and through security, Sharon and Mark along with other passengers were given food vouchers. They headed to the shops to buy food and drink and sit out the delay.
“When we came to use the vouchers, the staff behind the shop counters said we couldn’t use them and by that time the reps were nowhere in sight.”
“The airport staff and reps weren’t helping anyone, they just left us.”
“Eventually, there was an announcement saying that our original flight had not left Manchester and had suffered technical difficulties. We were given another flight number, but were confused because this flight was flying to Birmingham not Manchester.”
Passengers flown back to an airport a hundred miles from home
After a four and a half hour wait, passengers boarded the replacement plane to Birmingham – they had no other choice.
“Once we landed in Birmingham we had to get a coach back to Manchester Airport. We should have been back in Manchester just after midnight on 18th September but didn’t arrive back until 7am.”
I thought the service from Thomas Cook was dreadful, we were not kept informed or given any other options
“Due to the long delay we also had to wait over an hour for our car to be brought to us by the company we left it with. It wasn’t their fault we were delayed but it wasn’t ours either.”
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“Mark had to book a day off work the following day due to being so tired. To be honest the service was absolutely dreadful. Delays happen and we accept that but it was the way they handled it that was the issue. I have been delayed in the past and haven’t had any issues on a similar scale.”
“It put us off travelling with Thomas Cook. Last year we flew with another airline because of the delay we experienced with them.”
Fortunately for Sharon and Mark, they were already aware of EC Regulation 261/2004 and that they were entitled to compensation.
“We knew we could claim because my brother had been delayed when he went to Egypt and having searched online, he found flightCompensation.com. He was successful with your service and so we followed suit and filed a claim.”
The service you provide is absolutely superb. It was brilliant, I can’t fault it.
I put the details into the calculator and everything went very smoothly, It was exactly as was said when we signed up and the money was there within weeks in our case. The money was put directly into our bank account. I would recommend you to anybody.”
“We were more than happy with the amount of flight delay compensation we received. In some way, it reduced our frustration of the delay.”