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Honeymoon Disaster

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Honeymoon Disaster

Hi Folks,

Can anyone give me helpful advise on claiming compensation back after our flight to leave on honeymoon was cancelled.

We were due to fly out of Dublin with Delta airlines, our final destination was Cancun, mexico but we had a stopover in Atlanta, USA. When the plane reached the runway to take off in Dublin there was a fault which the pilot thought could be fixed, so we sat on the edge of the runway for some time (at least an hour) then the pilot decided he would need to go back to the terminal as the job was bigger than they first thought although we still had to remain on the plane. After another lenght of time (around another 2 hours) it was discovered that the plane needed a new part. All passengers were required to get off the plane and return to wait in the terminal building. After another period of time (at least another hour) the airline announced to us that the nearest replacement part was in amsterdam and by the time it was flown in the airline staff would be over there hours and we would not be able to make it to atlanta in time and so the flight was cancelled.

Delta did give us snacks wile waiting in the airport and booked us on the exact same flight the next morning with the same connecting flight from Atlanta to cancun. (everything was the same except a day later)

They also put us up in a hotel in Dublin airport.

We had booked the whole honeymoon though Thompsons, who booked it with American Holidays. We were due to stay in a 5 star all inclusive hotel in cancun, so when we got checked into the hotel we decided to phone thompsons to let them know the delay so they could let the hotel in cancun know and rearrange our transfers to the hotel. The thompson's girl was so disappointed for us and said to come into the travel agents when we got home and they would sort compensation for us.

So the next day we got on the rearranged flight and made it to cancun fine. However on checking into the hotel, the receptionist told us that because we didnt arrive the previous night there were no more King size rooms left, as we were told we would have.

We did return to Thompsons when we got back from honeymoon and the agent wrote a letter to american holidays on our behalf. It was sent off on 2nd December and we finally got a reply yesterday.

American holidays basically told us we were not due any compensation from them and we should make a claim through our insurance.

We did take travel insurance through Thompsons, so now my question is:

What can we claim for and who is responsible for what?

i.e, I assume the airline wont pay for the night we lost in an all inclusive hotel.

So do we make two separate claims for the flight through Delta airlines and one for the hotel through our insurance.

Me or my wife have never claimed for anything before so we dont really know how to go about it. But we feel we should be entitled to a fair amount after spending most of the first day of our honeymoon waiting around an airport and missing out on a full day at a 5 star all inclusive resort in mexico, after taking days off work and spending an absolute fortune on the honeymoon.

I am going to go back to Thompson hopefully today, but im just wondering, is it ok for me to expect them to handle my entire claim, for flights and hotel, since we booked everything including taking insurance out through them?

Sorry for the very long post, im not great at explaining things quickly

Many thanks for any advice you can give me on this

Brooklyn, NY
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1. Re: Honeymoon Disaster

Delta will not pay for the night you lost at the hotel. Someone else will have to tell you what you're entitled to, if anything, through EU261, for the cancellation of your flight.

It doesn't make any sense that the hotel ran out of King rooms because you didn't arrive. It seems to me that Thompson's has given you lousy service here by fobbing off their customer service responsibility onto the company they subcontracted to. In addition to filing with the insurance you purchased through them for the night you lost, I would be complying to your agent about the fact that the hotel was handled so badly.

Liverpool, UK
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2. Re: Honeymoon Disaster

As you were flying from an EU airport your rights are set out in EU 261/2004 - although the airline might try to claim extraordinary circumstances this isn't necessarily the case for technical issues.

eur-lex.europa.eu/LexUriServ/LexUriServ.do…

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3. Re: Honeymoon Disaster

Thanks BrooklynBrdge

Hopefully we will be entitled to 600 euro each from delta and something from the insurance for missing the night in the hotel.

i have a letter from American holidays saying;

"After contacting our supplier , Real Resorts in Cancun for investigation and they have confirmed that in line with their contract charges the first night was considered a no show as the cancellation information was only received the day of arrival. We are sorry to note that your request for a room with a King-size bed was not met due to your delay and the availability at the time of arrival"

this is the stupidest letter i have ever received.... of course we were a no show since our plane didnt take off from ireland, i already knew that. They say the cancellation was only received the day of arrival. I was unable to predict the flight was going to be cancelled to cancel the room any sooner.

plus, it wasnt just a request that we got a king size room, we were told by thompson this is what they had booked for us.

I dont think il be using American Holidays or thomson anytime soon

San Francisco...
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4. Re: Honeymoon Disaster

Sorry that you had so much trouble on your honeymoon. Hopefully you had a good time once you got there. Glad you had travel insurance you should get some compensation.

Now, things do go wrong with flights from ATC delays to weather to aircraft issues and your pilot did the right thing in first seeing if there was a quick fix and then canceling the flight due to the issue - safety first .

One of the things we try to do and it is hard when you fly internationally is to try and fly with a local airline or an airline which has a hub at that airport -- for example, Air lingus would have switched planes or had their mechanics fix the oart but Delta/KLM would not do that . Just some thing to consider. -- again as mentioned not something that is always practical but something we try and do if we can

Lancashire, United...
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5. Re: Honeymoon Disaster

All Thomsons can do is act as a middleman, sending correspondence back and forth. They can't deal with your insurance claim. Far better to cut them out of the equation and deal direct.

Technical issues aren't necessarily to be deemed extraordinary or otherwise. The latest guidelines

…europa.eu/transport/themes/passengers/air/d…

Whether your insurance will pay for the hotel will depend on whether you had the necessary cover.

Chicago, Illinois
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6. Re: Honeymoon Disaster

The resorts answer was pretty standard. Those are the usual terms and conditions. That's what travel insurance is for. If you have it make a claim for the lost night.

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7. Re: Honeymoon Disaster

Yes i fully understand the resort answered as they did. Im just disappointed that American Holidays took almost 6 weeks getting that answer and then want nothing more to do with the issue.

Was i expecting to much for American Holidays or Thomson to submit this claim on our behalf?

Lancashire, United...
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8. Re: Honeymoon Disaster

Thomsons are only the agent. American are the 'tour operator' so if they booked the hotel for you they should help you. They can only respond as quickly as the hotel responds to them. The same goes for Thomsons. The more middlemen involved, the longer it takes to actually get the reply.

Brooklyn, NY
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9. Re: Honeymoon Disaster

Apparently so. I've never found resellers to be of much use other than to take your money. They rarely help in any way (and frequently they hinder, since it's so much easier to pass the buck) when something goes wrong.

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10. Re: Honeymoon Disaster

Should i bother to contact american holidays directly or should i just give up and contact the insurance company and airline myself?