AVERAGE THOMSON AIRWAYS CASE TIME: 8-12 WEEKS
Who can I complain to if Thomson can't resolve my complaint?
You can send your case to the relevant aviation authority. This will sometimes depend on the departure country you experienced the issue in. The UK aviation authority for Thomson is the CEDR.
When can I escalate to the aviation authority?
You will need to raise your complaint with the airline first, and then after 8 weeks if you haven't been able to reach a resolution you can escalate via your case file to the relevant authority. Our process works this out for you depending on which departure country you select.
It’s been a long time since I raised my case with Thomson and I’ve heard nothing, should I be worried?
Due to high volumes of complaints, airlines can take some time to process contact. Thomson ask for 56 working day to process your contact, this feels like a long time but they will get round to your complaint.
If you would like an update on the status of your claim you can call them on: 02034512699.
CEDR have said I have to submit information to them outside of my case file, is this right?
This is absolutely fine. CEDR are an independent organisation and have their own submission process. You can upload your Resolver case file at the end of their application process.
How much does it cost to complain?
You will be asked to provide authorisation for a payment of £25 at time of application but if your claim is successful the adjudication is free and you will receive 100% of the compensation directed by the adjudicator. The only other cost to you is in preparing and submitting your application, for example, photocopying and postage.
All claims with an element that relates to disability rights will be exempt from the £25 charge if the claim is not successful.