Hi, we had a 12+ hour delay going to Barbados from Gatwick several trips back, we were treated appallingly with no info. On return I contacted both Thomas cook and PO, both refused to acknowledge my complaint until the second and third letters. Both basically shrugged and said tough.
Fast forward 2 years and there was a piece on money saving expert with all the info and letters needed to complain.
As I'm a scrapbooker and had kept all travel docs, boarding passes and info in a scrapbook I could provide all info and ended up with 300ish compensation from Thomas cook for the delay and 150 obc on next cruise as they admitted they could have dealt with my complaint better.
Look at money saving expert website, it's got lots of info and travel stuff.
Good luck.
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