In March 2010 Mr Gilbert and his wife and son aged 3 jetted off on a family holiday to Turkey. The outward journey went smoothly and the family enjoyed their holiday. The flight back however, was less than impressive. The family were booked on a flight with Thomson Airlines, leaving Turkey at 10pm. The family were already tired by this time in the evening and eager to get back to London Luton Airport on time.
They all arrived at the airport in good time, and after some delays during the check-in, all went through into the departure lounge. Half an hour before boarding and with no plane having touched down, they were informed by boarding staff that their plane had been delayed. No reason was given for the delay and the attitude of the airline was that "these things happen" and everyone would just have to wait.
The family spent their time waiting in a very small departure lounge with around 300 other passengers. It was hot, and there was just the one shop selling refreshments at extortionate prices. They had a captive audience! No free refreshments were offered by the airline in the departure lounge, or indeed when the family eventually boarded the plane some three and half hours later.
The entire experience is definitely one the family would wish to forget. However, we understand Mr Gilbert for one will be looking back through his emails to dig out his flight booking confirmation and will be taking advantage of his right to make a claim for compensation under regulation NO:261/2004, as he is now entitled to do.
If you've had a similar experience and think you may be entitled to make a claim, why not try putting your flight details into our compensation calculator. It only takes a minute and you may be entitled to compensation of up to €600.