Thomas Cook Airlines Customer Reviews and Passenger Trip Reports

Having purchased extra legroom seats costing £120, (£30 per seat) I was obviously disappointed that these were on offer at Glasgow Airport for £25 for two seats although I do understand the need to sell empty seats - however to include priority check in with the offer, whereas I had to queue for over half an hour to check-in is very unfair. Surely the extra legroom seats sold at the proper price should include priority check-in as part of the price!

Never travelled with such a poor airline. No leg room and the seat did not recline on a 5 hour flight to Egypt. Food which we paid for was disgusting - save your money and take sandwiches. No pillows or blankets even though we were travelling with children however I could purchase a comfort pack for £5. They charge for everything but when you would like a drink of water you have to go to the rear of the plane and beg. Staff rude and unhelpful. Only reasonable point was we were on time.

Departure was ok, however they sat some of us separately. Onboard staff friendly and happy to help from Manchester to Las Vegas. We had to pay for any drinks and we received only one hot meal, given a snack of afternoon tea towards the end of the flight which consisted of two tiny sandwiches - food for a 10 hour flight was a joke! Return was awful, our check-in time was wrong so were met with a big queue. Check-in staff rude, unfriendly and far from helpful. All sat separately, at the gate I approached staff to ask if any seats had become available - 3 members of staff turned their backs on me and ignored me. One in our party did not receive the meal she paid for as they had ran out, she was offered a snack box which was not close to a meal. Onboard staff were great and wanted to help, even trying to seat us together.

Vancouver to Gatwick. 11 hours of torture, my knees were jammed in the seat in front. Seats riveted in more than upright position. Supposed to be an Air Transat flight, so check your ticket.

I have had the mis-fortune to fly Thomas Cook twice now. The first time we pre-booked seats, they then moved us to another area as the seats had apparently been booked months before and it just "hadn't updated on the system". However when I called them, they said it was an aircraft change, I knew it wasn't and pursued this. They also changed the flight times to a later flight and there was no inflight movie on the flight out to Gran Canaria. Second flight to France on a skiing trip - no problems on flight out, but on return flight we were delayed due to another aircraft needing maintenance and they also had to take off luggage. We still have not received our ski equipment back.

Manchester to Antalya on 767-300. Flight time changed 3 times before leaving UK. Check-in at Manchester was quick and painless, flight was delayed but we were not notified until a matter of minutes before the gate was due to open. In the air, flight was uneventful, legroom good but the seats do not recline. Inflight meal was dry. Return flight from Antalya had young kids running amok up and down the aisles. Again, inflight meal left a lot to be desired and no inflight entertainment if sat in mid or rear sections of the plane as IFE system had crashed. I would like to say that I would avoid using Thomas Cook airlines, but given the lack of choice on this route that it not possible. I only hope they improve their service.

Manchester-Enfidha on 767-300. Outward flight delayed an hour, and no explanations other than "boarding will commence shortly". Other than that, flight was good. I'm 6'3" tall and my seat (9B) had plenty of legroom for me on a 3 hour flight. Food and service was fine. On return flight delayed again due to "flight arriving early" and no fuel tanker available. This flight was far better than most have experience on TCA.

Aircraft A320, legroom was intolerable. I notice charges for extra legroom, why should you have to pay. What happened to inflight entertainment on both flights to and from Fuerteventura. Staff coped very well, flights both on time but everything spoilt by the legroom.

Ok until there was a delay! Once this occurred there was a lack of information and order. When we managed to speak to a representative they were unsure. However due to the delay, we had missed our connection. Once in Britain not a single Thomas Cook representative could be found and we had to sort our own connection routes! Not happy with the level of information and service, however, we did receive a meal and drink while we waited for the delayed plane.

What an awful (first) experience! Flight delayed in one hour increments for a total of 5.5 hours. Staff were pleasant but would not offer an explanation for the delay. The "meal" was disgusting. Our "upgraded" seats were horribly uncomfortable, really the worst of any airline I have flown on. NOT worth the "savings"!

Booked to fly from Manchester to Fuerteventura. Check-in was cheery and speedy, flight on Boeing 767, very clean and the cabin crew very good. We left 10 mins early and it was a smooth flight. The width of the seats was ridiculous, we were at the front so legroom was ok. The return flight on a Boeing 757 had slightly wider seats, again we left early, clean plane, cabin crew very good and we arrived back early.

Booked direct flight to Banjul, Gambia and booked seats both ways. Much later I received an email stating my seat on outward journey had changed. When we boarded I saw there were no screens and later found the radio did not work. Then told we were stopping at Las Palmas, this became a 7 hour flight with no legroom in narrow seats with no entertainment. I did get compensation though - a free select my seat voucher for my next flight!

We've just come back from a cruise where the outbound flight was provided by Thomas Cook. At most we were 30 mins late. All meals and drinks (including wine) were included. We didn't have to pay extra for anything. The flight was uneventful, my only niggle was the buzzing in the headphones while watching the film.

Just returned from the scheduled flight from Sharm El Sheikh to East Midlands late Sunday evening. The cramped seating conditions within the aircraft was extremely poor. The duration of both flights was just over 5 hrs with no on screen or audio entertainment but worse still extremely cramped seating conditions. We will now be looking at other airlines for future holidays.

Stansted to Tenerife return. Flight out was tolerable as seats reclined giving a bit more leg room. Return flight on Friday - seats didn't recline. I have never been so uncomfortable on a plane, the leg room is atrocious. My knees were jammed into the back of the seat in front. The holiday was excellent, but whether I could cope with that kind of flight again, I don't know. Staff were very good and food also.

Flight home a disaster. At check-in we asked for a window seat together, however we later noticed they had not given us a seat number on our boarding passes. At the gate we had to stand aside to let all other people go by. We said we paid for the Ruby service and asked why we got the last two seats on the plane and we could not sit together. All he could say was he was sorry. As I walked back to the end of the plane I found a few other travellers who bought the service and weren't impressed either. One couple heard my complaint and offered their seats so my wife and I could sit together. I found the service let me down.

Just returned from Mexico. Supposed to depart Cancun 2.30 on 1st of March. Arrived at 11am to sit in an airport until 10pm with no information and sent to a hotel for the night. Next day we get to the airport and wait until 3pm when they issue an apology letter saying we will be credited $125 dollars for our inconvenience. At 4pm they finally issue $20 vouchers for food, finally at 6pm we take off. The only good thing about TC is that their flight attendants tried their best to go above and beyond for the flight home.

Gatwick-Tobago Premium Class. Should have been a Monarch flight but was Thomas Cook. Plane an old A330. 1st meal looked disgusting but tasted ok, 2nd meal “cream tea” was only a horrible snack. Plane fuels in Grenada adding 1 hour to the flight – 1 ½ meals is not sufficient. My main complaint is the seats. They are not wide enough, too rigid and have no effective back, head or lumber support. Admittedly the economy seats looked like anyone with a waistline over 34’’ would be in deep trouble. Video system needs its touch-screen navigation redesigned. Only 1 toilet upfront. Staff helpful on both legs. Return to Gatwick late but main problem Gatwick ground staff froze the air-walk causing long delays.

GLA-TFS. Departure time meant to be at 09.30 but due to a technical problem, left 6.5 hours later. This was 6.5 hours of purgatory in Glasgow departure lounge looking out at our aircraft and wondering how best to spend our £8 compensation vouchers.

We have just returned from Egypt. Aircraft had the least leg room of any flight we have ever taken, even EasyJet and Ryanair are more comfortable. I would suggest any holiday maker over 5 ft 8 learn to sit with their legs tucked behind their neck as this is the only position that you will fit into the seat space on this flight.

Manchester to Sharm el Sheikh. Leg room is criminal, no entertainment on outbound flight (some on return) and space in cabins on a 6 hour flight is awful.

Just flown back from Egypt, was not informed that they had stopped inflight entertainment. Cramped in on seats on 6 hour flight bored stiff and not relaxed on return. Airlines cut corners to save money but they have lost my custom, will not fly again short haul cramped in like sardines.

Just returned from Cape Verde on a Thomas Cook all inclusive holiday. Whilst I could not fault the hotel the flights were something out of a horror film. The conditions on the 757 were so cramped with little leg room as to become a health and safety issue. I was told by a stewardess that extra legroom is only provided on a long haul flight. This was a 6 hour flight so is that not long haul? I vow never to fly with Thomas Cook again.

Have just returned from a great holiday in Sharm el Sheikh, which was marred by the dreadful flights, packed in like sardines. It was obvious that extra rows and extra seats on the aisle side had been inserted as one could hardly move with comfort within the plane. This makes a mockery of the safety instructions. I do realise that on a package holiday the attraction is competitive pricing, but I feel that if this is at the expense of comfort and more importantly safety.

Travelled from Aberdeen to Tenerife. On outward journey purchased seats with extra legroom but my seat (window seat) was right next to the emergency exit with the inflatable chute which impedes your leg room so that you have to sit at an angle! Toilets were disgusting, the floors swimming with what I wouldn't like to guess. Had normal seats coming back and my husband who is over 6ft tall was in agony as the leg room is terrible. Definitely not worth the money!

Glasgow to Tenerife. 1.5 hr delay outbound, 7 hr delay on return. We were given 8 euro voucher each to purchase a meal. Plane looked fairly new, cabin was clean. Cabin staff were very pleasant and attentive. Legroom was atrocious, I am over 6 ft tall and had to spend over 4 hours with my knees jammed against the seat in front. Glad the seats didn't recline. Prefer the budget airlines, a lot better than Thomas Cook.

Sharm-el-Sheikh-Manchester. Aircraft delayed by technical fault. Put up in hotel - at every opportunity Thomas Cook either lied to us, gilded the truth or simply failed to keep us informed. Arrived at airport to be told 2hr delay from scheduled 18.25 departure. Finally promised update at 22.00, at 22.45 finally told flight cancelled. Advised going to a hotel for night. Assembled for 6pm Fri departure from hotel. Eventually allowed hotel evening meal. Flight finally departed at 23.45. The problem was not the delay, but the constantly missed opportunities to be honest and keep passengers informed.

We recently flew to Tenerife, the plane was so cramped, there is more room on a budget airline. I have to say if we had to do the emergency position I don't think we would of been able. My husband who is not a big guy couldn't even put his tray down to eat. I think we will go back to budget airlines in future, a bit more room and a lot less cost. There was no entertainment either. Luckily the kids had taken their ipods.

We had a 7hr delay out of Manchester to TFS and were given a £7 voucher. On the return leg of the journey we were met by Thomas Cook staff who informed us that the flights were again delayed. They could not give details but the remaining 20 passengers would be provided with a flight to Glasgow and coach travel onto Manchester. We ended up on the Glasgow flight, got into Glasgow and had a 4.5 hr journey to Manchester. We arrived in Manchester at 09.45 am the Manchester should have arrived at 06.05.

Toronto to Cancun. Delayed over 8 hours leaving Toronto. Very little information provided by staff. A $75 flight coupon offered as compensation for the delays, however there were only 12 coupons for a plane of 200 people. Staff were not helpful when asking questions. Delayed over 5 hours on the return flight. This time no information on the delay was given. Overall I will never book a vacation with this company again.

Regular passenger to the Gambia for the last 9 years, putting up with cramped conditions on B757. Although the cabin crew are good, some aircraft's are looking dated. They are now putting the price of trips to Gambia up by 50% or more, they are now out pricing themselves for future bookings.

Just returned from Mexico. Our flight was scheduled to depart Saturday Feb 11, 7.15 pm. We arrived at the airport to find out our flight was delayed until 2.00am Sunday. We were given a $20.00 meal voucher and a room at a local hotel. We received a call to advise our flight had been pushed back to 3.41 am. We did not take off until 5 am Sun morning. To add insult to injury, our flight home was delayed from 11.15pm to 3am. At no time were we made aware of the delay.

I've just returned from Barbados to LGW. We were on A330-200 in seats 4HJ (Premium cabin). Both flights on time and the crew were great. I was impressed with the service and attention to detail. Seating was excellent and the IFE worked both ways - you have a choice of 12 TV/movie channels. The food/drink both ways was very good.

 
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