THOMAS COOK AIRLINES Customer Reviews and Passenger Trip Reports

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THOS COOK AIRLINES customer review :  1 October 2009 by S Gillen (Australia)

London Gatwick to Santorini. Theleg room (A320) was standard domestic economy size, which is fine for a 4 hour flight. Pre-purchased meal good and service was excellent. Check-in staff friendly, and didn't weigh our hand luggage. Their website restricts hand luggage to one bag only, however people were boarding with up to three bags!

THOS COOK AIRLINES customer review :  29 September 2009 by Phil Moon (UK)

Gawick to Toronto. Flew out on Thomas Cook, back with Air Transat. Family of four, quite pleased overall. Seats were not bad for room, food not too bad - more than you get with Air Transat. It's the cheapest flight we could get - I've had worse with major airlines.

THOS COOK AIRLINES customer review :  28 September 2009 by B Abbott (UK)

Newcastle to Paphos return on B757. Booked in only to be recalled 30 minutes later as we were allocated some other persons seats. Then had to return to check - in as we had not been allocated seats as requested. Seat room inadequate for a 4.5 hour flight, the meal (which was £7.70 each) was poor. There was no peace at all on the flight due to the continuous efforts of the flight attendants to sell drinks etc. The flight was on time but uncomfortable and inconvenient with a poor meal. The return flight was worse, the flight attendants made three visits selling drinks before any effort was made to supply a meals (again £7.50 each) the flight alone was over £360 each. Flight continuously interrupted by a desire by cabin crew to extract money from the passengers. What is this new desire to sell scratch cards on behalf of charity (how much goes to the charity) and then followed by cash collections. This is only the second time I have flown with Thomas Cook and will be the last. The meals are an insult, legroom and overall comfort is the worst I have ever been subjected to and the continual disturbance by the cabin crew is totally unacceptable.

THOS COOK AIRLINES customer review :  26 September 2009 by C Robinson (UK)

Family of seven flying from Newcastle to Arecife allocated four separate seating locations. Not content with discriminating against travellers who opt out of their meal sales Thomas Cook Airlines will randomly distribute people who may be travelling together unless of course all cough up an excess in the form of booking fee.

THOS COOK AIRLINES customer review :  22 September 2009 by C Wickers (UK)

Varadero to Manchester. Spent 90 mins in a queue to check in. Then boarded flight to be told entertainment not working so no tv or radio on 8 hour flight. Then overhead reading lights did not work for half the flight. But not to worry, we were compensated with 1 free drink for all of our inconvenience. Then on an overnight flight with family on board the cabin crew felt it necessary to spend 90 mins selling duty free (until 2.30am) talking loudly and passing things from one another over the heads of passengers across the aisles. Consequently the lights went out for a total of 1 hour for us to get some sleep. At one point I removed my eye mask and ear plugs to see why I still couldn't rest, to find 7 cabin crew members talking loudly across the aisles within a 2 metre radius. Not sure what the difference between budget and charter airlines is anymore since they both charge extortionate amounts for drinks and snacks.

THOS COOK AIRLINES customer review :  19 September 2009 by G Kurn (UK)

Gatwick - Hurghada. A two and a half hour delay on the outward journey and a forty minute delay on the return all down to trouble on earlier flights. This seems to be the norm for this airline. The legroom is very poor for a flight of over five hours. We paid extra for meals, which were handed out freely to everyone on the return. I will give them 2 out of 10 for getting us back on the ground.

THOS COOK AIRLINES review :  17 September 2009 by G Dawson (UK)

It would appear Thomas Cook Airlines have a nasty habit of substituting long haul aircraft with short haul ones at the last minute ie. once they have your money. I am travelling to Holguin from Manchester later this month and have been informed that my return flight will not be on a long but a short haul aircraft. They give the reason as being due to scheduled servicing. As I only booked the holiday 10 weeks prior to departure I am sure they new these details at that time and should have informed me then which would have given me the opportunity to book different dates. Funny how they inform you of the changes eight weeks prior to departure which means you've paid in full, cannot get a refund or change your date of travel without incurring extra cost or get compensation because they say it is not a significant change to the holiday.

THOS COOK AIRLINES review :  17 September 2009 by L Lamb (UK)

Thomas Cook Airlines Glasgow to Toronto and back. No premium cabin on flights from Glasgow, but seats roomy. Booked in advance and had seats near the front of plane, but D,E and F is the side with more of a view of the toilet and the galley. Lights not dimmed early enough on overnight flight. PA system occasionally making horrendous whine. Food poor on outward leg, better on return. Long queue at check-in in Toronto.

THOS COOK AIRLINES review :  15 September 2009 by P Dawson (UK)

Glasgow to Fuertaventura. Paid £24 extra for seats together, and whilst we were allocated seats across the aisle from each other, our main problem was we were put in row 30, in front of the toilets. If you end up in either row 30 or 40, be prepared for a long excruciating flight as the seats don't recline and the legroom is even more restricted than the normal seats. Will never fly Thomas Cook again, were told we couldn't change our seat allocation as we hadn't bought a meal! Stewardess was sympathetic and said they had complaints on every flight and encouraged us to complain to Thomas Cook.

THOS COOK AIRLINES review :  14 September 2009 by J Humphreys (Canada)

Toronto to Glasgow and back. Booked Air Transat and didn't know they were using Thos Cook until later. Plane was a Boeing 757. In both cases discovered on arriving at the airport that the flight was delayed by about an hour. Was pleasantly surprised at the amount of leg room. The staff was friendly and efficient, food not the greatest and you had to pay for headphones, drinks and snacks. But on the whole one of the better charter flights that we have taken lately.

THOS COOK AIRLINES review :  14 September 2009 by J Ford (UK)

A330 from Manchester to Vancouver. Friendly cabin crew and plenty of legroom in economy. Return Calgary to Manchester an excellent flight with no delays. Food on both flights typical airline food,. We would have liked the cabin lights to have been dimmed for longer on the return overnight flight, only dimmed for about three hours. Crew busy selling duty free goods which seemed to be a priority. I would take an eye mask if I did an overnight flight with this airline again.

THOS COOK AIRLINES review :  2 September 2009 by G Burleigh (Canada)

Booked Air Transat, Vancouver to Glasgow return - operated by Thomas Cook. Flight was one of the best charters I've flown in years. No delays and direct to Glasgow and back with no stops. Cabin crew friendly and eager to assist. Not grumpy like Air Canada crews. Negatives - limited in flight entertainment. Low baggage allowance and had to pay extra at Glasgow but not at Vancouver with same bag with same clothes - bit of a mystery. I think this is a bit of a scam going on with charters and should be looked into.

THOS COOK AIRLINES review :  1 September 2009 by C O'Neill (UK)

Birmingham to Fuerteventura. Plane shabby and cramped, appeared to be very old. Drop down table broken so had to share table of person next to me to eat meal, which was very difficult to manage. Inflight entertainment did not work for a large section of the plane. Staff courteous and helpful, but could only apologise about the broken table and non working entertainment. Have never travelled on a plane so uncomfortable as this one - very poor value for money. Thankfully our return flight was with another airline - same model of plane as we flew out on, but much newer and far more comfortable - Thomas Cook must cram in a few extra rows of seats on their planes. Would not fly with Thomas Cook again, even if they were the cheapest option for a particular journey.

THOS COOK AIRLINES review :  1 September 2009 by G Kardasz (UK)

Manchester to Santa Clara, Cuba Flight on time going out and seats ok although the plane was older and did not have seat back tv's. My husbands ear phone socket was not working so he could not listen to any tv on the way out. Everyone was freezing and we travelled with our coats on, although they did find us some blankets. Cabin crew were good and cheerful and would refill water bottles. The extra room is good and had quite a comfortable flight out. Return journey not so good. We were almost first in the queue at Santa Clara airport. Our flight had been delayed 1 hour. Five of us travelling together (including 1 child) so we asked for seats together. When we checked our seats, we found that we had been put on the aisle seat of 5 different rows! Not impressed! People who had been advised by Thomas Cook rep at resort to prebook seats (at extra cost) found they were dotted about all over the plane and not with their child. Another family had paid to upgrade to Premium class on the way out (£120 each) but were not told it was only one-way. They had to wait until everyone else had checked in before they were offered any seats that were left over - again they had a child with them. We boarded the plane but ended up sitting there for approx 1hr 45 mins while safety checks were being carried out. The pilot only made one announcement to let us know what was happening. It was total chaos. The return plane was newer and had seat back tv's, although the cabin crew were miserable - one of them even saying he did not want to do anything except go to bed! We asked if they would refill our water bottles and were told they would do it once, but after that we will have to buy bottles of water! We were on row 12 and they had already run out of chocolate and other drinks/snacks. Plane was also cold on return journey and they hardly had any blankets so we had to freeze again. Had 2 meals on each journey and food was ok. No complimentary drinks/snacks on either outbound or inbound flights, except tea/coffee with your meal, so make sure you take plenty of nibbles and drinks with you. They will charge you maximum price for minimum service. Not impressed with this airline at all. Have had much better service on low cost airlines.

THOS COOK AIRLINES review :  31 August 2009 by B Gray (UK)

London Gatwick - Sharm, Egypt. Arrived at LGW at 9am, as per the time specified on the tickets, to find they had changed us to a later flight without warning with a 4 hour extra wait. As a family of 3, we had to wait in Gatwick airport from 9am until 4pm (and then the flight was further delayed by 45 minutes). The only compensation was a £5 meal voucher per person - which didn't cover the cost of the food you could purchase in any of the restaurants/fast food take outs available. Thomas Cook view was very much "computer said no" as their compensation was set by customer services and it can't be altered. Even after explaining that we would write a review and it would damage their reputation, there is still o movement - all we asked for was £7 per person as this way we wouldn't be out of pocket due to the ridiculous delay. Pilot did not know the time in Egypt on arrival, which again is not as professional as you feel you've paid for.