The couple from South Wales were travelling back from Orlando International Airport to Gatwick on the 14th July 2015 after a fun-filled holiday in Orlando.
Prior to arriving at the airport, Martine had already checked online to see if their Thomson flight was on time. “I saw that our flight back was going to be delayed but there was no indication of how long it would be for!”
After checking in their bags, it was just a matter of waiting. Little did they know, Thomson would not be giving them any information about their delay or how long it would last.
“From the minute we checked in we never heard anything. Never saw a rep, never had any updates on the screen – there was nothing.”
“How can you be in an airport for nine hours and not even see a rep!”
The only way Martine knew how long they would have to wait was from other passengers going on the internet to see if the plane had left the UK yet.
Due to spinal problems, Martine found it difficult sitting on the uncomfortable chairs in the airport so she asked Thomson if she could get access to the lounge.
“Thomson refused to allow me into the lounge unless I paid for it. It was really poor service from them. Myself and other passengers ended up paying to get into the lounge.”
“It went from bad to worse”
“The plane we were supposed to be travelling back on was the new Thomson Dreamliner which had premium economy, but the plane they sent out to us instead didn’t have a premium class.”
“After nine hours of waiting, we finally got onto the plane and only yet to discover more issues”
The seat Martine was sitting in didn’t recline and because of her spinal problems it meant the flight ahead would be long and very uncomfortable.
“I asked politely if I could sit in some seats that were free in front of me but I wasn’t allowed. The Thomson air hostess was so rude to me, I just couldn’t believe it. I was treated so badly.”
“To top it all off when we landed, we ended up waiting two and a half hours for our bags to come off the plane. People were passing out because they had no water or food and Thomson wouldn’t even come down to see us.”
“I will happily say that I will never travel with them again.”
“Due to the delay I missed my mother’s 90th birthday and we also had to pay an extra day’s parking which we did not get compensated for.”
The road to claiming flight compensation
Once Martine was home, she knew that she could claim flight compensation because she had read about it on Martin Lewis’ website.
“I went to Thomson/TUI and tried to put a claim in but they point blank refused me. I had almost given up until I found FlightCompensation.com”
“I put my details into the flight checker and got a response from them straight away. I was over the moon.”
“I wanted to write a blog to Martin Lewis to say how amazing FlightCompensation.com were.”
“I was elated to find out how much I got and I told lots of people about your company because it was fantastic. Although you take a small percentage these airlines are getting away with treating people like dirt – they need to pay for it. I wasn’t getting anywhere with them so I was so pleased.”