Thomas Cook Airlines Customer Reviews and Passenger Trip Reports

Cyprus from Birmingham on 7th August 2012. Cabin crew, as always, first class. Flight delayed 5+hours - a technical fault, the captain emerged from his cockpit to give a face-to-face explanation as to what had happened. One problem I encountered with booking over the Internet - I purchased the inclusive 'bundle' but found it impossible to add an extra 5kg online. Told by customer services it was a fault in the programme, but 3 weeks later this still had not been attended to. A further problem I have Airlines is trying to discover which days they fly from Paphos to East Midlands/Birmingham and return during Summer and Winter seasons. When I try to book a flight for a certain date I am usually told no flights available, but it would be extremely helpful if they could offer something close to that date or that airport. If it were not so difficult to book I would use them much, much more. I really think they have a good product - once I am on the plane!

MAN-IBZ-MAN. Had a 2 week holiday in Ibiza with Thomas Cook, and was left overly impressed by everything, considering the horror that we had last time with them. Flights were excellent, Cabin Crew on the way back were excellent! Seat comfort was adequate, a little hard, but apart from that, excellent. We were delayed by 40 mins on the flight home, but not Thomas Cook's fault. Two bags un-accounted for was the problem, but there wasn't one because we arrived only 20 minutes later than scheduled! Excellent service from TCX overall, 10/10.

We went on a holiday to Kos, Greece between 19th July and 2nd August flying from Gatwick Airport. Not much leg space at all. We decided to buy in-flight meals as we have small children. Never again. They served the hot meals 2 hours after take off, first passing with drinks for anybody else, magazine, headphones for in- flight entertainment that you have to pay for! We could live with it on the outbound flight as it was the afternoon but coming back the flight was at 8pm. As soon as I boarded, I went straight to the crew manager asking to serve at least kids meals before starting with anything else as they were tired, hungry and it would be too late for their dinner waiting for 2 hours. Big smile on, he said sure, no problem. I was so angry when they did come around 2 hours later with the meals. Do not waste your money on in-flight meals, which are not worth the money they charge! We will avoid it in the future! Flight entertainment choice was OK but TV small and quality is terrible!

Dreadful flight, cramped conditions, husband 6 ft 4 had to pay extra, and be seated elsewhere from myself and our little children. Although we had paid for an in flight meal, once the flight attendant got to myself and my children, they had ran out, with ten other guests with the same misfortune. We were told that they had only put two crates of food on rather than three. I had to wait with a crying child until my meal came, and was thanked for my being patient, although this was said with a rather sarcastic tone! Passengers were classes as customers over the tannoy system, when being ordered to use the correct toilet, and the pilot spoke to us passengers twice.

Only now do I realise our so called one off "adventure" is in fact a regular occurrence and many people have had the same experience. Do not fly Thomas Cook until they take their ailing older 757 aeroplanes out of service due to continually having technical faults and operational difficulties. Flight from Mahon to LGW, 16th July 2012 departed on time 10.25 am. 15 minutes prior to landing our Captain announced that weather conditions at Gatwick had deteriorated rapidly and we could not land, diverted to CDG Airport Paris. Later told our plane had a technical fault and our de-icer wasn't working, therefore we couldn't land. Sat on the runway for more than 4 hours. Food and drinks could not be bought as the provisions were on a timer. Crew were exceptionally good given the circumstances. It took hours to get steps to the plane before doors could open and air could filter into the oven like interior. Engineers had to fly from the UK and work through the night. Eventually offloaded and sent to the terminal. Tried to get alternative flights home but none available except Air France to Heathrow at £395 euros pp, our car was parked at Gatwick. A meal voucher was issued for dinner and breakfast in several sittings. We had to get up at 4am to return to the terminal for our flight to LGW. We were met by Thomas Cook reps and given a letter of apology!

I flew from Gatwick to Larnaca. I have never had a worse flight in my entire life (except the return journey). There was absolutely no room to move in the seat, I am quite tall (5 ft 10") and my knees where jammed up against the seat in front for over 4 hours. The extra legroom seats where taken so I had to put up with being in a cramped, cold plane with no way of sleeping at 2.30 am. I will not be using Thomas Cook again, unless their planes are updated.

Flew on the 15th of June from Glasgow Intl. as the start of a 2 week holiday to Tenerife South. The check in desk people were extremely helpful as we had requested a window seat for my son. We were given it and shortly went through to departures. Plane took off 5 minutes late but didn't bother anyone as the plane arrived ahead of schedule. The seats had lots of legroom as it was the new 757/300 the inflight entertainment was good. Food was lovely. Coming back the plane was the same one, we took off and arrived 25 minutes before scheduled time. It was a night time flight and was a good one, very peaceful and there were not a lot of announcements due to the time which I thought was good.

Travelled 6th July from East Midlands to Tenerife, after 2hrs flying we returned to Manchester airport. The pilot said a plane was waiting at Manchester to fly us straight out, got to Manchester, had to go to departure lounge, new plane not ready as it had a fault too. After 2hrs we boarded new plane, however, we had to sit on the plane again as they had not loaded the cases. We arrived at hotel Saturday at 12.30am, we left East Midlands at 12.05pm Friday lunchtime.

Flew LGW to LPA and return in June/July. Aircraft B757-200. Showing age but clean and felt a generally comfortable journey. Pre booked seats on exit row (11DE) where plenty of leg room. Crew friendly, and almost too chatty but was nice to have real humans and not robots looking after us! Food tasty, new chef apparently. Recommended! Free drink with meal. Also drinks trolley for pay came round twice. Pilot announcement almost inaudible, couldn't actually hear clear works, just a muffle. No apology for 1 hour delay outbound. On time inbound. Tip: use online check in for LGW departure as there is a separate bag drop desk which was very quick. LPA check in almost painful as not clear which desk is what flight and left lot of people hovering and guessing.. All in all, excellent value, great hot food for a charter airline. Would be great if Thomas Cook put their version of premium economy on such flights. Will fly again.

We flew on Airbus 321 there were holes in the wall panels and the leg room was awful, the crew were very good though. The James Martin meal was ok, if you like that sort of thing. Would we fly with them again - no definitely not. We have always used Thomson's before and their standard is 100% better and you get in flight entertainment too.

Flew 3 May from Belfast to Lanzarote and Lanzarote to Belfast 10 May. Was informed there would be in flight entertainment for kids, don't know where they got that info from as there was no entertainment to keep a 4 year old child amused for over 4 hours. Was given the very back seats on the plane so asked if I could move a few rows forward where there was seats open with exact same leg room, was informed I could move for 10 euros per person. Plane is very small inside no legroom, and passageway is very tight. Interior is terrible and seats were stained and dirty. My seat could not even recline but staff were not interested, they are there to sell as much food, beverage and gifts as possible to passengers. Planes need upgrading. Pilot spoke twice during flight.

The planes are outdated and cramped. We booked seats going both ways because my girlfriend has serious leg problems and is scared of flying! On the way out by the time we boarded, we had been split up and were told we couldn't sit together! On the way home we boarded early to try and stop this but it still did not stop us being asked if there was any chance of us sitting elsewhere!

We flew out of Birmingham to Kefalonia and both flights left near on time. We found the staff very helpful and friendly. The seats are what you would expect from any airline company so I really don't understand peoples moaning, its not as though it comes as a surprise. The inflight entertainment was also ok. We would fly again with Thomas Cook.