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Thomson cancelled flights - update 17 Apr

Saturday 17, April 2010

 

Thomson cancelled flights - update 17 Apr

 

Following the eruption of a volcano in Iceland, NATS (National Air Traffic Service) have confirmed that the cloud of volcanic dust is still within UK and European air space today (Saturday 17 April). Thomson Airways has been advised that British airspace remains closed until at least 7am (UK time) on Sunday 18 April. This has resulted in significant disruption to our flying programme, and the airline has taken the decision to cancel all UK outbound flights due to operate on Thursday 15, Friday 16, Saturday 17 and Sunday 18 April 2010.

 

 

Thomson Airways continues to deploy special assistance teams wherever possible to UK airports, where flights were due to operate, to provide additional support and help ensure customers have the most up-to-date information. However, they do advise customers NOT to travel to their departure airport as all Saturday and Sunday UK outbound flights are now cancelled.

 

Thomson Airways is endeavouring to do everything possible to operate inbound flights into UK airports as a priority. However, it is restricted by the closure of air space currently in place which has resulted in extensive delays. Should this situation change, they will post updates on our websites as soon as possible. As a major tour operator, Thomson has an extensive network of customer service experts overseas who are there to assist customers whilst on holiday. In this instance, those affected are both package and flight-only customers. In accordance with their customer welfare measures, they have been offering appropriate assistance to all those customers that remain overseas as a result of these delays.

 

Following the cancellation of outbound flights from the UK over the last four days, the following policy has been put in place:

 

Customers whose flights were cancelled on the 15, 16, 17 and 18 April can:

  •  Amend their booking to an alternative holiday or flight without incurring normal administration fees. If the alternative holiday is cheaper than the original, then the difference in price will be refunded. If the alternative holiday is more expensive than the original, then the customer will be required to pay the difference.
  •  If we are unable to secure an alternative holiday, we will allow customers to cancel with a full refund without incurring normal administration fees.

 

Customers due to travel on 19 April:

  •  At this time, no restrictions apply to those flights due to depart on Monday 19 April. However, those customers due to travel on this date may amend their booking to an alternative holiday or flight without incurring normal administration fees. If the alternative holiday is cheaper than the original, then the difference in price will be refunded. If the alternative holiday is more expensive than the original, then the customer will be required to pay the difference.

 

Thomson Airways are using all the means at their disposal to assist those customers that were due to travel between 15 - 19 April with their revised travel arrangements. Thomson and First Choice customers who booked via our online websites, retail shops or call centres can:

 

  • Visit their local Thomson or First Choice shop, where our retail staff will assist with any questions customers may have and amend bookings as per the customers’ wishes in accordance to the terms and conditions outlined above. To further assist our customers, a number of shops that would normally be closed on Sunday April 18 will now be open.
  • Call our dedicated customer helpline team on 0800 009 3833, which will be open from 08.00 – 20.00 daily.

 

Those customers that booked via a third party travel agency are advised to contact their booking agent directly. Customers who have booked a Portland holiday should call 0844 871 0873. Customers requiring general advice can contact our 24/7 flight delay line on 02476 282 501 or email flight.information@thomson.co.uk.

 

Customers due to travel on April 19 and beyond are advised to visit www.thomson.co.uk or www.firstchoice.co.uk where the latest travel information will be posted before travelling to their departure airport.

 

Thomson Airways would like to reassure all customers that they are doing everything they can to keep them informed and to get them on their holiday or home as soon as possible. Details of any further developments will be posted on their websites as soon as possible.

 

 

 

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