Thomas Cook Airlines Customer Reviews and Passenger Trip Reports

Flew from Manchester to Las Vegas return with my family (2 adults, 3 children) and I have to say I was worried about the flight after reading some reviews of Thomas Cook, but my family and I were thoroughly satisfied with the service provided. The food was good on both flights, the staff were nice and dealt with an argument between passengers quickly and efficiently. Only complaints were delays both on the inbound and outbound journeys, but this was due to the previous passengers leaving the plane. The in flight entertainment wasn't brilliant but I think that was because of my anxiety during the flight.

We travelled from Gatwick to Hurghada, Egypt at the end of August 2012. I am 6' 4", with very long legs, and the legroom on this ageing 757 was simply unacceptable. My knees had to squeeze into the gap either side of the seat in front where the arm rest mechanism is, often getting trapped as people moved the rest up or down. I had an aisle seat on both outward and return journeys, but could not raise my arm rest to stretch my legs into the aisle, although people on the other side of the plane could! There was simply no button for me to lift it. Extra legroom seats where of course available for a fee (£30!) but these were not available to book in advance online. When I walked past the seats on the plane they were full of pretty short people looking very comfortable indeed! I see this as direct discrimination against the tall, I can't control it so why should I have to sit in utter agony for 5.5 hours because you're too tight to add a few inches more leg room to your flights? The return journey was very warm onboard, I asked 4 times if there was any chance the temperature could be turned down slightly, along with several other passengers. I was told by the stewardess that "a couple of people have been saying it's too cold so we can hardly make it colder just for you can we?" Give them a blanket! Overall shockingly bad, never again.

Flew Gatwick to Larnaca - awful experience. Nine and a half hour delay due to faults, when we arrived at larnaca we were then told our luggage had not flown with us. Can't believe there is no entertainment on a four hour flight. Airplane cramped and very old on outward bound. On return - on time but only one working toilet.

Manchester-Corfu-Manchester. Having pre-booked additional legroom seats, arrived at airport at 5am (2 hours ahead of flight) to be told that the flight was split onto two planes, no additional legroom seats available on the first one to leave, so we could sit several rows apart or travel at least 4 hours later on the second plane. Our tickets included meals but the cabin crew tried to pass us by without giving us the meal we had paid for until asked, and did not appear to believe that we had booked them. Return flight was better, though again had to ask for meals. Customer service experience on return was far worse, including being offered a voucher with Thomas Cook holidays (which we had not booked through) rather than offering to reimburse the £60 that the pre-booked seats had cost. No contact information on their website, and was cut off 5 times when calling the only number I had, and then 15 minute average wait on hold before customer service answered. Finally have been promised a reimbursement cheque, but nothing above the amount we paid.

CWL-PFO-CWL. My expectations were low but I came out of the experience pleasantly surprised. Without exception the crew were personable and interacted well with passengers. On time departure from CWL and return arrived 30 minutes early. Pre-booked in-flight catering which was flavoursome and served its purpose. Aircraft clean and did not feel too cramped. Seems my experience is not typical but perhaps the team operating out of Cardiff could give the rest of the Thomas Cook network a lesson or two.

Gatwick to Crete in August and were pleasantly surprised with Thomas Cook, especially after the negative reviews. They seem to be really listening to customers and we can't fault them, everything was smooth, on time, comfortable (certainly no less so than any other budget flight) and the food was worth every penny. Only negative was on the return leg, Heraklion airport is tiny and stuffed with English tourists this time of year. This isn't Thomas Cook's fault though and there was a small army of cheerful reps ready to help and marshal the queues.

Having booked with Thomas Cook (flight only) to Dalaman, I was expecting the worse after reading the reviews. Left on time from Gatwick, seats fine for a short flight, staff really friendly, food good. On our return we had a tight connection to Jersey, flight arrived 30mins earlier than expected. Staff were pleasant and once again food good. No entertainment but really not a problem. Overall experience very good.

Newcastle-Antalya return. Aircraft old but clean. Did not have a meal. Flights early both ways. Cabin crew polite and friendly, (unlike Thomson Airways). All in all a good flight.

LBA-LPA-LBA. Check-in was hassle free. Boarded quick and efficient. Away off stand 5 minutes early. Breakfast was standard, typical airline food. No entertainment meant we had to use our own entertainment devices (iPods etc). Arrived 10 minutes early. Inbound flight was exactly the same however the food was a 5/5! Chicken dinner or beef and mash. Cabin crew professional.

We flew to Cancun and back from Gatwick in August. Flight was on time, the seat pitch huge (even my 6ft 2' boyfriend and leg room) and the cabin crew and flight deck crew were great. We have two rounds of drinks services on the way out, one on the way back (which you have to pay for) one main meal (we opted for sausage and mash) which came with a roll, crackers, cheese and a hot drink. The snack was a scone with jam and clotted cream! Each seat had its own TV and there was a wide choice of entertainment. There is also a camera on the font of the plane so you can watch the whole flight from the flight decks point of view. We were kept informed by the pilot throughout the flight.

Dreadful experience - Gatwick to Hurghada and back - very dated 757 that was scruffy and dirty and the seat pitch was extremely cramped (I am only 5 feet 11 inches tall) and it reminded me of the awful charter flights of the 1980's. No in-flight entertainment of any sort and the 'James Martin' meals were unappealing stodge. Cabin crew were either oblivious or didn't care that passengers were getting very drunk from drinking alcohol that they had carried onboard with them. Even budget airlines give a better flying experience.

Flew in May this year, Brussels-Kos. Flight there 'ok', old plane though very dated and cramped, paid for food and was not worth it at all. Flight back was a night flight and having booked a direct flight we ended up having to stop over in Crete, actually had to get off the plane for an hour! However our holiday in Kos was wonderful so we booked another one and are going back in two weeks 27th Aug, thought we would give Thomas Cook another shot. Got our flight documents through and the airline has changed our return flights by 10 hours earlier! I wouldn't mind but I could of booked for 8 nights (instead of 9) and had 8 days instead of 9 and would have paid 200 euro's less. Who on earth would not be a least a 'little' miffed at losing the whole last day? We will have to leave at 10 am instead of 10pm. Thomas Cook this is the last time!

TCX 1542 on June 30 was delayed for over 4 hours as a baggage handler drove into the rear door of the plan. This happened at 3am and when we checked in at 4.30 we were not told, there was no announcement in departure lounge. Finally spoke to a representative at about 6.30 who said the plane had technical issues and to wait until 9am for the next bit of information. At 9.30 we were given GBP 6.50 voucher per person for food and told to come back at 11am. I only found out the nature of the delay after insisting on speaking to the duty manager. When on board (757-200) leg room not even big enough for my 18 month old daughter who continued to kick the seat in front. Same on the way back. Not impressed and will do everything possible to avoid TCX in the future.

Manchester to Palma return. Thomas Cook really need to give up on their 757's unreliable, dated and grubby. Flying used to be pleasurable. I will not re-book with TC whilst they continue to fly these aircraft. Would also comment that their check in online service is a joke. The queue for baggage drop took longer than those checking in at the terminal 6 check in desks and one baggage drop. To make matters worse they tore up the boarding cards I had printed to replace the with smaller ones for my convenience.