Ignoring airline passengers

By | Category: Travel news

TUI isn’t making many claimants smile by being slow in paying compensation claims

According to the flight delay compensation recovery law firm, Bott and Co, some of the UK’s biggest airlines are ignoring passengers’ flight delay compensation claims.

For a while there have been comments amongst flight delay specialists that some airlines were less than speedy in processing claims. Other companies that I have talked to would seem to back Bott and Co’s views that some airlines are virtually micky-taking in their adherence to EU261.

Bott and Co says that TUI Airlines is the worst, ie the slowest in paying. Other companies suggest that Thomas Cook is no better, at the moment, in paying out although a year ago they were responding faster.

In many ways this story isn’t new. Last March we mentioned a news item on the BBC Radio 4 programme, You & Yours, which also highlighted TUI Airlines as being slow to pay. This time, the evidence isn’t just based on a few viewers and the research done by You & Yours staff.

Bott says that the airline is ‘notorious for denying or ignoring claims pre-litigation and then agreeing to pay only if court proceedings are issued.’, TUI passengers had to go to court 70% of the time in order to get the compensation they were entitled to, according to Bott and Co. easyJet was named the second worst offender, with passengers needing to issue court proceedings 45% of the time. TUI paid out in 29% of cases prior to court proceedings, while easyJet and Virgin Atlantic settled before court proceedings in 55% and 56% of cases respectively. The airlines least likely to wait for court proceedings before settling are Jet2, which settled on 91% of cases before court; British Airways (90%) and Thomas Cook (89%).

Is there a reason why airlines are reluctant to fulfil their obligations under EU261?

There might be. There is talk that claims have been made without the agreement of legitimate claimants and that the people behind this are pocketing all the cash. When legitimate claims were made and airlines found that they had already paid out, some airlines slowed the process in paying whilst they investigated the claims.

If this is true – and I have no evidence that false claims have been made – then it appears fraudsters are making life difficult for genuine claimants. If the talk is untrue then why is TUI so reluctant to pay? Unless it is using this a smokescreen to keep the cash to itself for as long as possible. Are they hoping that claimants will be become fatigued by the delays and go away?

Some will but if you have a genuine claim, be persistant.

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