THOMAS COOK AIRLINES Customer Reviews and Passenger Trip Reports

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THOS COOK AIRLINES customer review :  15 November 2009 by M Titchener (UK)

We have just recently returned to Gatwick from Sharm El Sheik - my husband, two granddaughters and I. After a 3.5 hour delay, I can honestly say we had the worst journey home I have ever experienced. We were allocated the very rear seats - headrests were so forward we sat with our heads bent - thank goodness we had declined the on board meal, because it would have been impossible to have eaten from the tray. My husband had to sit sideways as there was insufficient room between the seats to get his legs in. The base of his seat was broken or worn out. But we were given a complimentary drink for the delay!

THOS COOK AIRLINES customer review :  15 November 2009 by A Drysdale (UK)

Manchester to Orlando return - it was our first trip with them and will be the last. We had booked Premium seats as my husband and brother-in-law are both over six feet tall and well built. On arrival at Manchester airport we were informed that the plane we were due to fly on was not available and in order to avoid a delay we would be travelling on a plane without Premium seats. We were told at this point that we would be refunded the difference. At this point I asked for extra leg room seats for my husband and his brother; we were told that none were available. Despite the fact that this was supposed to avoid a delay we were in fact delayed 90 minutes. When we boarded the plane we were horrified to see the available space; it did not even appear to be a long haul plane as there were no seat back tv's and a ridiculously small amount of leg room. My husband and his brother were in absolute agony for over nine hours, could not move an inch in their seats, my son and I tried to compensate by giving them as much room as possible, which meant that we were also extremely uncomfortable. The food and service on board were not good, the tv that we could see had a green tinge to it and was so far away anyway that it was unwatchable. The cabin crew were unfriendly and curt; one drinking out of a two litre bottle of water and another painting her nails.

THOS COOK AIRLINES customer review :  15 November 2009 by David Smith (UK)

We travelled to Antalya with a family of four. Aircraft clean and staff excellent. The outbound flight on time and return leg took off 10 minutes early. Leg room could definitely be improved. We paid £10 for two large glasses of wine and two J2O drinks that would have cost me about the same in my local. I would use Thomas Cook again and certainly rank them above the two low cost carriers I travelled with recently.

THOS COOK AIRLINES customer review :  12 November 2009 by Bob Ellis (UK)

Dalaman to Manchester. Two flights were combined one delayed from the 3rd the other my flight brought forward by 7 hours, with only 48 hours notice. Total of 300+ passengers annoyed because of the flight changes with no explanation given. Flight delayed with no local information. When the flight finally boarded the majority of the passengers were in a bad mood, which spread rapidly to the cabin staff, who were surly and unhelpful. We were first in the check in line and asked for a window seat, but got a blank bulkhead. We could not see any of the screens from our seats - then a sumptuous meal of sausage and mash! Paid £150 one way, what a rip off

THOS COOK AIRLINES customer review :  8 November 2009 by R Patterson (UK)

Newcastle-Tenerife. Legroom absolutely disgusting. I only opted for this flight as it was the only one that flew at 8pm and that fitted in with work commitments. Received an email informing me of flight time change to 2.30pm, all four of us had to either take an extra day holiday or take time without pay. We paid in advance for seat allocation after reading comments here, when we checked in we were told we were sitting at opposite sides of the aircraft. When I objected and told the check in lady we had paid for seats, I was told that there wasn't much she could do without proof - glad I printed off the booking confirmation. My only hope is my complaint email to Thomas Cook will do some good.

THOS COOK AIRLINES customer review :  8 November 2009 by Keith Woodthorpe (UK)

Manchester to Las Palmas return with Thomas Cook Airlines. I had tried to book extra leg room seats via the internet but their web site would not allow this. Check in at Manchester is horrendous - long queues. Not surprising no extra leg room seats available when we got to check in - 2 hour queuing. The flight was then delayed 3 hours and information was poor. The seats are very narrow and pitch is ridiculous - I am 6'3". Anyone over 5'5" will have a problem. On return we got to check in early to try and book extra leg room seats. Thomas Cook UK help desk was closed, TC (Germany) couldn't or wouldn't help - very rude. Although we were first to check in again no extra leg room available - all pre-booked (?). Flights were not budget (£480 each) I will never use Thomas Cook Airlines again.

THOS COOK AIRLINES customer review :  29 October 2009 by P Riley (UK)

Birmingham - Zante. Like most I found the leg room ridiculously cramped. I'm 6'3" and physically couldn't fit in the seats, was unable to drop the tray table to use and there wasn't enough space to open a book between me and the seat in front! My partner is 5'3" and weighs 8st and even she couldn't eat the meal comfortably. Flew twice to Spain and Turkey since with EasyJet, much better, leg room enough even for me. I too have joined the ranks of people who will never fly with Thomas Cook again. I was forced to pay 80 euros on the return flight for extra leg room.

THOS COOK AIRLINES customer review :  28 October 2009 by John Bond (UK)

Newcastle-Paphos return, booked exit seats (extra legroom) both ways 6 months in advance total cost of £124. Didn't get them either way meaning a very uncomfortable journey. Return was assured by their rep that it was organised - fat chance. Attitude was at least you'll get your money back. Five weeks later and cannot even get a response to my letters, never mind my money.

THOS COOK AIRLINES customer review :  28 October 2009 by P Shrubb (UK)

Gatwick to Tenerife - the most uncomfortable flight I have taken in many years. The seats were cramped and uncomfortable, meal table was absolutely filthy. The inflight magazine was crumpled and pages were sticky. The staff were just average, not really interested in the passengers - instead discussing where they were going at the weekend. The return journey wasn't any better, dirty tables again, the same bad service and the inflight drinks selection was poor.

THOS COOK AIRLINES customer review :  28 October 2009 by Alison Case (UK)

London Gatwick to Sanford, Orlando and could not fault anything. The flight, cabin crew, etc were excellent and I would travel Thomas Cook again.

THOS COOK AIRLINES customer review :  19 October 2009 by Judith Broderick (UK)

East Midlands to Rhodes. We booked extra leg room seats which were worth every penny of the £60pp return. Plane clean, staff were helpful and we boarded and took off 20 minutes early. Did not sample the food as took our own.

THOS COOK AIRLINES customer review :  16 October 2009 by G Smith (UK)

Manchester to Sanford Premium upgrade. Generally good service. Seats comfortable and wide but with no more legroom than economy. Cabin clean, crew very good. Food, when it was eventually served was the usual fare. We were expecting a choice of meals but they had made an error and we only had chicken! The food alone did not make you feel it was worth the upgrade. Check your baggage weight on the return journey. Sanford ground staff were very hot on extra weight. 5kgs cost $110. Flight back much the same. Was led to believe by travel agents that there would be no children in premium but this was not the case. Loud and obnoxious but that's not the crews fault. Was it worth the extra - just about. Seats need more legroom if you are over 6ft.

THOS COOK AIRLINES customer review :  15 October 2009 by C Blenkinsop (UK)

Manchester to Hurghada. We booked extra leg room seats 8 months prior to travel and were told by check in staff we had been allocated them. On boarding the aircraft, we were seated in row 1 which must be the worst seats on the plane - they are by the bulkhead so there is no room for your feet. We explained to the cabin crew about us having paid for exit seats but everyone allocated these had also paid - they did move us so we had 3 seats between the 2 of us and gave us a complimentary drink. We were told to complain to our rep and were duly refunded the outward bound cost of the extra leg room seats (£62). We were told we would get exit seats on the way back and did. On both journeys the cabin crew worked hard, plane was clean and safety taken seriously. Food okay for charter flights and included in the ticket cost.

THOS COOK AIRLINES customer review :  13 October 2009 by T Knowlton (UK)

Gatwick - Puerto Plata. Decided to pay extra for Premium seats when we booked holiday and weren't disappointed. Flight outward was on time and return about an hour early. Plenty of legroom and extra wide seats with blankets and pillows if you wished to sleep. Free earphones and pamper pack. Seat back tvs, although films can only be watched on a loop and not paused. Friendly, helpful cabin crew. Hot meal and snack on each journey with free drinks.