Thomas Cook
Join Date: Apr 2008
Location: Belfast
Age: 40
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No-one said it was a ride in the park for crew but the big difference is crew haven't forked out hundreds of pounds for the flights, and indeed they will get flight pay and disruption pay. So whilst it's an inconvenience it's also more pounds in their pockets.
I think we are digressing from the original point that ground crew should be empowered to give more valuable information during disruption.
I think we are digressing from the original point that ground crew should be empowered to give more valuable information during disruption.
I am not defending TCX here, I am not employed by them or anyone in the industry. I am an interested observer who always dreamt of a forward facing office at the front of a composite tube, high in the sky and trying to be objectively reasonable.
When I mentioned crew I wasn't entirely clear that I meant flight deck, cabin and ground. In this case it seems communication was poor but lets not forget that a replacement aircraft was found and did deliver most pax without a massive delay. Crew also have a right to be upset when they have to deal with grumpy pax when they too have had their plans thrown in the air.
In terms of empowering ground staff, in principle I agree. From a business perspective I can also see why that wouldn't be wise due to compensation requirements for delays which can be deemed within the control of the airline. In life customers demand cheaper holidays and share holders demand greater profit margins, the reality of trying to achieve both means that use customers sometimes get left high and dry. The result is that a few unfortunate souls are left picking up the pieces and generally get no thanks.
Join Date: Jul 2008
Location: wales
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Deepknight ... I,ll ignore
Turbine 1.. the announcement led me to believe the brs flight was diverted, not the lgw flight. I am sorry if there was a death, and it does put things in perspective.
But please remember we had been messed about big time most of the day. I still don,t think we have found out the real reason for the brs delay.
If you read my other posts you will see my main complaint is the way things were handled in brs, and I still think we were lied to several times. It must have cost a lot of money to put this right, but the main thing tcx could have done a lot better wouldn,t have cost a penny.
Just a bit of honesty in brs.
Turbine 1.. the announcement led me to believe the brs flight was diverted, not the lgw flight. I am sorry if there was a death, and it does put things in perspective.
But please remember we had been messed about big time most of the day. I still don,t think we have found out the real reason for the brs delay.
If you read my other posts you will see my main complaint is the way things were handled in brs, and I still think we were lied to several times. It must have cost a lot of money to put this right, but the main thing tcx could have done a lot better wouldn,t have cost a penny.
Just a bit of honesty in brs.
Join Date: Dec 2006
Location: SOUTH EAST
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Having worked on the front line for quite a few years as rep and then as duty manager, one of the biggest things that can make or break a situation is communication.
My phone was often like the BT exchange during these types of events and quite often if ops where trying to swap things about, what was told 10mins ago had now changed.
Its a tricky one sometimes but no matter how bad the situation is, as a rep or duty manager, you have to take it. If it's handled correctly from the start with honest information then you can have the plane eating out of your hand, mess it up and they can be your worst enemy.
If you're there, no matter what time of day and no matter how long for and people can see you are trying to help, give information, be supportive, empathetic but also firm and to try an explain the situation, this is what makes the difference.
Had many delays in the past with one pig of a summer once, 3 hotac's one after the other but always, we were there and communication is key. To send 300 ibiza pax into a hotel with a 24hr delay is no easy task but didn't hear a peep out of them. Again, it's all down to the individual / team and doing what you can.
My phone was often like the BT exchange during these types of events and quite often if ops where trying to swap things about, what was told 10mins ago had now changed.
Its a tricky one sometimes but no matter how bad the situation is, as a rep or duty manager, you have to take it. If it's handled correctly from the start with honest information then you can have the plane eating out of your hand, mess it up and they can be your worst enemy.
If you're there, no matter what time of day and no matter how long for and people can see you are trying to help, give information, be supportive, empathetic but also firm and to try an explain the situation, this is what makes the difference.
Had many delays in the past with one pig of a summer once, 3 hotac's one after the other but always, we were there and communication is key. To send 300 ibiza pax into a hotel with a 24hr delay is no easy task but didn't hear a peep out of them. Again, it's all down to the individual / team and doing what you can.
Join Date: Dec 2008
Location: uk
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nsthee,
from my (wide) experience of airport delays, the chances are that you were not lied to. Customer Service Agents are rarely told enough or at all when a delay happens that is more complex than a late inbound flight. In some ways that makes sense as the reasons, sometimes, are outlandishly complex. I remember only to clearly standing in front of 300 irate pax in Cyprus to explain why a technical problem in Calgary, 36 hrs before, had caused them a 10hr delay. Frankly, the sequence of events, that included multiple a/c swops and FTL issues, largely went over their heads, but it was a comprehensive explanation and they were satisfied that they weren't being lied to.
You are possibly looking towards the EU compo to make up for your inconvenience, TCX, no doubt, were thinking that at the time of the delay. 6 figure delay claims (for a whole a/c) are the last thing likely to make any Euro airline want to be free with the facts. Hence, your CSA at BRS, probably knew little, and (i have seen this) under the intimidating circumstance of a planeful of irate pax, probably made a confused mishmash of the facts to keep the peace!
I am sorry you had a delay, its never a nice start/finish to a holiday, my advice would be to go directly to the CEO of TC Group.
from my (wide) experience of airport delays, the chances are that you were not lied to. Customer Service Agents are rarely told enough or at all when a delay happens that is more complex than a late inbound flight. In some ways that makes sense as the reasons, sometimes, are outlandishly complex. I remember only to clearly standing in front of 300 irate pax in Cyprus to explain why a technical problem in Calgary, 36 hrs before, had caused them a 10hr delay. Frankly, the sequence of events, that included multiple a/c swops and FTL issues, largely went over their heads, but it was a comprehensive explanation and they were satisfied that they weren't being lied to.
You are possibly looking towards the EU compo to make up for your inconvenience, TCX, no doubt, were thinking that at the time of the delay. 6 figure delay claims (for a whole a/c) are the last thing likely to make any Euro airline want to be free with the facts. Hence, your CSA at BRS, probably knew little, and (i have seen this) under the intimidating circumstance of a planeful of irate pax, probably made a confused mishmash of the facts to keep the peace!
I am sorry you had a delay, its never a nice start/finish to a holiday, my advice would be to go directly to the CEO of TC Group.
Last edited by macdo; 28th May 2014 at 16:23. Reason: spelling
Join Date: Sep 2007
Location: clackmannan,scotland
Age: 33
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tcx 757's and a321's
Does anyone know if any 752/300 are leaving this winter and if so and wfu dates if possible?
also are thair any more a321's due for the uk fleet apart from the 2on order for 2015?
also are thair any additions to the long haul fleet 2015 ie new a/c or any new long haul a/c on.order?
also are thair any more a321's due for the uk fleet apart from the 2on order for 2015?
also are thair any additions to the long haul fleet 2015 ie new a/c or any new long haul a/c on.order?
Alasdair I think your query might be better in Spotters Corner, but AFAIK there are no plans to add to the TCX long haul fleet anytime soon. Remember they can use capacity from VKG and CFG if available.
According to ATDB, four A321s due between Nov 2014 and Feb 2015 will not be taken up. They also have G-JMCD/E leaving the fleet in spring 2015.
Things change though.
According to ATDB, four A321s due between Nov 2014 and Feb 2015 will not be taken up. They also have G-JMCD/E leaving the fleet in spring 2015.
Things change though.
Last edited by OntimeexceptACARS; 30th May 2014 at 23:15. Reason: Additional info
Join Date: Mar 2008
Location: LV
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not patronising at all, too many of these sorts of threads that are best dealt with on spotter/holiday forums. Most of which will not find answers in here anyway- ie which specific aircraft will be operating a specific route in 2015...
Join Date: Sep 2008
Location: GCLP
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TCX7294/5 BRS-NBE-BRS Delayed over 8 Hours.
Must be the weekend again!
I would have thought with all the New A/C things would have improved for MT!
Does anyone know whats going on?!
Must be the weekend again!
I would have thought with all the New A/C things would have improved for MT!
Does anyone know whats going on?!
Join Date: Oct 2009
Location: Manchester
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Thomas Cook Leased Aircraft
Today Thomas Cook has several aircraft on lease (some previously reported)
EC-LRA Vueling A320
9H-MTF Multiflight 737-300
PH-HZG Transavia 737-800W
I-NEOS Neos 737-800W
OY-GRN Air Greenland A330-200
Does anyone know when G-DAJC will be back? Been out of service for over a month now since the end of April.
EC-LRA Vueling A320
9H-MTF Multiflight 737-300
PH-HZG Transavia 737-800W
I-NEOS Neos 737-800W
OY-GRN Air Greenland A330-200
Does anyone know when G-DAJC will be back? Been out of service for over a month now since the end of April.
Join Date: Sep 2012
Location: Essex
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Seemed to be more TCX aircraft than usual at East Midlands Airport today from around 13:00 or 14:00. There were at least 3, maybe 4 on the ground at once.
The 05:40 departure to Enfidha finally took off at 15:10. the Larnaca and Lanzarote flights this afternoon both left pretty much on time. I'm guessing there was a bit of aircraft repositioning going on so not sure which two aircraft are based at EMA now?
The 05:40 departure to Enfidha finally took off at 15:10. the Larnaca and Lanzarote flights this afternoon both left pretty much on time. I'm guessing there was a bit of aircraft repositioning going on so not sure which two aircraft are based at EMA now?
Join Date: Jul 2009
Location: NI
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NI punter incorrectly charged APD for Belfast - Orlando flights with Thomas Cook. Quite a whack of money given that there are seven in the family.
BBC News - Air Passenger Duty: NI passenger charged non-existent tax
As far as I recall they only fly that service once per year ( in July? ).
BBC News - Air Passenger Duty: NI passenger charged non-existent tax
As far as I recall they only fly that service once per year ( in July? ).