8pm Monday - changes to Thomson announcement

[Huddersfieldtourist]

Thomson Airways – Volcanic Ash Disruption – update 20.00, Monday 19 April 2010

 

As reported on news bulletins, some parts of UK airspace could re-open tomorrow following several days of closure. Thomson Airways is planning to begin repatriation flights tomorrow and is currently finalising the details for at least one long-haul flight. For short-haul flights, the scale of the repatriation operation wholly depends on those parts of Europe that are still currently in a no-fly zone becoming accessible.

 

 

However, all UK outbound flights due to operate up to and including Wednesday, 21 April are still cancelled. Throughout this crisis we have remained focused on looking after those customers stranded overseas. The next stage will be to ensure their swift repatriation. As a result, Thomson Airways is anticipating that it could take a further 48 hours after the opening of airspace, before our flying programme starts to return to normal.

 

 

Thomson Airways does not expect to recommence operating outbound flights any earlier than Thursday, 22 April. Once the situation becomes clearer, we will not hesitate to post details on our websites.

 

We advise customers NOT to travel to their departure airport as this week’s Monday, Tuesday and Wednesday UK outbound flights are now cancelled.

 

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

 

Customers whose flights were cancelled on the 15, 16, 17, 18, 19, 20 and 21 April can:

 

o 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.

 

o If we are unable to secure an alternative holiday, we will allow customers to cancel with a full refund without incurring normal administration fees.

 

 

Thomson Airways are using all the means at their disposal to assist those customers that were due to travel between 15 - 21 April with their revised travel arrangements. In particular, Thomson and First Choice customers who booked via our online websites, retail shops or call centres can:

 

 

o 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.

 

Shop Finders

Please use the relevant links below to access the Thomson and First Choice shop finders.

 

 

• Thomson
  
  
• First Choice
  
  

o 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 22 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.

 

 

Repatriation of customers from overseas

 

Thomson 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. As a major tour operator, we have 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 our customer welfare measures, we have been offering appropriate assistance to all those customers that remain overseas as a result of these delays.

 

 

Thomson and First Choice have put in place a significant repatriation programme for customers in a number of destinations using a variety of modes of transport, including cruise ships, coach transport and ferries.

 

Thomson and First Choice would like to reassure those who remain overseas, that everything possible is being done to get them home as soon as possible.

 

All our customers overseas are being accommodated in hotels and resort teams are working hard to keep them informed with the latest information