David Bowen and his wife Barbara were travelling from Birmingham East Midlands to Cancun, Mexico in celebration of their 33rd wedding anniversary.
The couple arrived at check-in having driven since the early hours from their hometown of Pembrokeshire, West Wales on the 19th September 2015. They waited for their 9.15am flight to be called, checking the boards regularly.
“The boarding time was coming down and we were assigned a gate, then 5 minutes to boarding it said the flight was delayed until 3.55pm.”
”You can imagine our shock when it went from being 5 minutes until boarding to a time so late in the day”.
“Thomson staff never mentioned anything at check-in even though the plane clearly wouldn’t have been anywhere near the airport. Once passengers saw the update on the board, you could start to pick out all the bewildered people not knowing what to do because there were no representatives present.”
“One of the things that appealed to us when booking was that the flight got into Cancun at about 2pm in the afternoon meaning we could be at the hotel and checked-in by 4pm. We planned on having the whole afternoon and evening of our first day there.”
Not knowing what to do, with no Thomson representatives to help
“After a short wait there was an announcement for passengers to go to the Servisair desk, no one from Thomson was present and Servisair were left to deal with quite a lot of irate passengers.”
The Servisair handlers gave each passenger an £8 voucher to buy food and said that the flight may possibly be sooner, but to sit and wait.
“The plane eventually took off at 3.30pm. when we arrived we were very tired and we got to the hotel closer to 10pm; it was just a case of unpacking and getting some much needed sleep.”
“The way they handled it really annoyed us. We heard different reasons for the delay from other passengers but never received a proper explanation from Thomson.”
“We mentioned the delay to the rep at the resort and he said we would be sent a letter once home explaining the circumstances around the delay. Once home we never received anything.”
Journey to claiming flight delay compensation from Thomson…
“It has put us off travelling with Thomson. I would now look for alternatives first before looking to use their services. They have lost any form of loyalty from us.”
“In my mind, if Thomson wrote to us about the claim offering an apology and a couple of hundred pounds off our next holiday, that would have been fine. Because we had nothing, I looked into it online and saw the EU Regulation 261/2004 compensation chart on the Money Saving Expert website.”
David filled out the template email and sent it to Thomson. Within seconds he received an automated reply saying that the airline takes these matters very seriously and would respond within 14 days.
Ready To Claim? Start Your Claim For Flight Compensation
After 14 days and no response, David followed it up with Thomson, with a reply saying they would now reply within 28 days. In the meantime, the couple searched online and found Flightcompensation.com offering a no win no fee flight claims service.
“The fees were all laid out clearly and I also liked the fact that if it did go to court, you provided lots of other things other companies didn’t provide.”
“Personally, I was quite nervous about doing a no win no fee claim as I hadn’t done it before, but you made it clear that if you didn’t win our claim, we wouldn’t have to pay for it. With that in mind, we decided to pass our case onto flightcompensation.com.”
“If I had another problem I would come straight back and just let you deal with it. I would highly recommend you and couldn’t fault your service.”
“I knew I was going to have to pay the fees and it was well worth it. I don’t think I would have gotten anywhere with Thomson.”
“I am very happy with the amount of compensation we received and we are using the money towards flights to go and visit our daughter in India.”
“The way Thomson treat their customers is ridiculous, they really don’t do themselves any favours. If they would have come up to us and apologised, put us in a lounge and given us some money off our next holiday, everybody would have been happy.”
“The way they dealt with it was terrible really.”