THOMAS COOK AIRLINES Customer Reviews and Passenger Trip Reports

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THOS COOK AIRLINES review :  31 August 2009 by P Johnston (UK)

Gatwick to Cancun on A330 both ways. We paid an extra £68 just for the privilege of getting two seats together. Outbound plane was a bit old and tatty. My wife's earphones would not work as the connector in the seat arm was broken. Cabin crew said there was nothing they could do but report it. Food was OK. Got a hot lunch and a hot snack before landing. Entertainment system was not at all as advertised in the in-flight magazine and only had a few watchable things so got bored about half way through flight. Seat pitch was fine for me and I am 6 foot. Seats themselves were slightly hard but bearable. If you are anything but skinny the width may give you problems and the plane is a 3-3-3 configuration instead of the regular 2-3-2 in an A330. I guess every seat counts in a charter airline! Cabin crew OK. Return plane was much newer. Food not as good and everyone on the plane got a vegeterian breakfast for some reason. Entertainment system much better. Overall both flights bearable for the 10hr journey.

THOS COOK AIRLINES review :  29 August 2009 by J Lester (UK)

4 hour flight from Gatwick to Bodrum in Turkey. We were allocated the horrible non reclining seats in front of the toilet on the way there (middle and window). I'm 5'6" and it was horrible and my boyfriend is 6'4" so he was obviously in lots more discomfort than me! On the way back we turned up early and asked whether one of our seats could be in the aisle and were simply told "no. your seats are pre-booked" even though we were practically at the very front of the line! We then asked how much extra legroom was and discovered it was £30 each - seemed a rip off so we stuck with our window and middle seats. Flight back was no less uncomfortable. I can safely say this is the least legroom I've ever had on a flight. If you get stuck with the seats in front of the toilet you're in for a horrible journey and should formally complain.

THOS COOK AIRLINES review :  29 August 2009 by M Neaves (UK)

Gatwick to Varadero the crew were extremely rude and surely. People treat this as the start of the holiday and the crew could not manage to smile or converse. Inbound Varadero to Gatwick, old plane with tiny television screens some of which were not working. One drink service on a long flight however the crew were far better than the outbound with the one cheerful crew member from the outbound journey also on inbound flight.

THOS COOK AIRLINES review :  17 August 2009 by L Gowland (Canada)

Toronto-Glasgow and Manchester-Toronto. Toronto to Glasgow overbooked so voluntarily gave up our seats, next day were flown to Manchester - again overbooked so again voluntarily gave up our seats. In both cities were treated exceptionally well and compensated by Thomas Cook Airlines. Seat pitch very good, meals not bad at all.

THOS COOK AIRLINES review :  15 August 2009 by B Hopkins (Canada)

YYZ-MAN return. Family with a three-year old. Much better than I was expecting. Service was pleasant (flight attendants spent a lot of time chatting with my 3-year old daughter), food OK, left on time from Toronto and Manchester. Arrived back in Toronto early. The cabin was dull and stale but seats were surprisingly comfortable.

THOS COOK AIRLINES review :  14 August 2009 by C Close (UK)

Flight to and from Lanzarote from Belfast. Seats so cramped I have never felt so packed into anything in my life. On return flight the on board music system 'jammed' meaning it played at wrong speed and the volume could not be turned down in the cabin. This persisted for approx 2 hrs. Apparently it could not be turned off either. I am looking at other airlines for my next holiday.

THOS COOK AIRLINES review :  14 August 2009 by M Simpson (UK)

I traveled on an A330 from Sanford to Gatwick on 11 August. The passenger sat next to me was given free drinks for the duration of the flight - in all seven alcoholic drinks. I thought airline policy was to limit alcoholic intake on flights. The person in question was obviously known to the flight crew. Is this normal Thomas Cook policy?

THOS COOK AIRLINES review :  12 August 2009 by C Geraghty (UK)

We are due to fly out in October to Sanford. Brochure advert says all long haul flights have 33" leg room etc as standard. We have now been informed that the aircraft has changed and we will be flying on a short haul plane. Thomas Cook will change us to another flight same day at a cost of £600. We cannot cancel without a £450 loss of deposit. The prospect of a 10hr flight to the USA on a short haul plane is not one I am looking forward to. Thomas Cook to not care they have their money. Will not be flying with Thomas Cook again.

THOS COOK AIRLINES review :  10 August 2009 by James Smith (UK)

Tenerife to Glasgow. We are a middle-aged-couple with an 84 year old parent and we had enjoyed a great flight out, but our return trip was horrendous. Our allocated seats (all 3 together) were in front of the mid-cabin toilets and the seats couldn't recline, though those in front of us did. I am the tallest of the three of us at 5' 4" and none of us are height/weight/disproportionate so for 4.5 hours we were sitting diagonally across our seats trying to create sufficient legroom. The cabin crew agreed that that arrangement was totally unfair, and that they make reports after every sector about complaints similar to this one but nothing changes - and that it was replicated in the adjacent seats across from us, and also at the rear of the plane where there were rear-cabin toilets. Thomas Cook directors really should be obliged to take a trip on any of those 12 seats to experience the pain and discomfort they are foisting onto fare-paying passengers like us. The crazy thing is, we have booked for Manchester to Cuba for January 2010 but have optimistically paid for TC Premium upgrades both ways. Please let it be worth it for the 10 hour journey each way.

THOS COOK AIRLINES review :  10 August 2009 by Ann Long (UK)

Manchester-Toronto return, Boeing 757. Check in speedy and we arrived an hour early on the outward journey and 45 minutes early on the return. The seats and leg room are excellent, the food was good, crew friendly and attentive, extra drinks could be requested at any time.

THOS COOK AIRLINES review :  31 July 2009 by Carol Adamson (UK)

Premium Class Gatwick to Cuba - very disappointed in the Premium class service. We were the first to check in (know this as they had to phone to get the checkout opened) and were told that we were lucky as they only had 2 seats together left, I find this strange as we had been told both by our travel agents and customer services that you cannot book specific seats in Premium, but we were being told by the check in operator that they had all been pre booked. This to my mind is a problem, if you fly economy you can book specific seats but when you pay more for premium you can't - this just does not seem right. We did in the end get seats in the first row so were happy with that. The pitch is the same as economy but the seats are a bit wider, however we did not receive the personal care kit that is mentioned in the brochure and the food was no better than economy - on the return flight we did not get the newspapers that we were expecting and there was no drink on boarding. Also the cabin crew on the return flight were less attentive and seemed to want to just get everyone fed, and off to sleep. We are going to Kenya in February and were intending booking premium for this but now we are not really sure if it is worth the extra expense, although the higher luggage allowance is useful. Overall we were a bit disappointed.

THOS COOK AIRLINES review :  31 July 2009 by C Harvey (UK)

Newcastle to Dalaman. I was surprised how friendly and helpful the staff were and the flight was not half as bad as I imagined. I am a much larger lady and cringed at the thought of not being able to fit in the seat. I did not have tons of room but it was ok and certainly nothing to complain about. My husband is 6/3 and he rated the comfort as a 8/10. We did not pay for extra leg room and sat in economy on a 757-200. I wanted to give some reassurance that not everyone has a bad experience. I have booked with Thomas Cook again.

THOS COOK AIRLINES review :  27 July 2009 by J O Leary (UK)

Montego bay to Gatwick July 20th. Pre booked and paid for seats on journey out were not on system and again not on system on this flight. This is second year in row this has happened. However check in staff managed to sit my wife and myself together after heated exchanges. Seats broken on both journeys, this one in upright position for nine and a half hours facing a tv screen that did not work. Cabin crew polite and friendly but rushed everything through in record time so they could dim lights and sit down and chat. Entertainment tv was same as coming out so not worth swapping seats to view our one working screen. Cabin temp was hot most of journey and food poor. Drink prices expensive. Worst flight ever and will never use Thomas Cook Airlines again.

THOS COOK AIRLINES review :  24 July 2009 by Sandra Staas (USA)

I wish I had discovered this site back in February of this year. I booked and paid for Thomas Cook flights from Glasgow to Cyprus, return. Received an email confirming this reservation. I also received documents in the mail confirming this reservation. I then procured accommodation in Cyprus. I reside in the United States and duly made transatlantic reservations centred around the dates of the Cyprus trip. Quite looking forward I was to my trip to Glasgow to see family and friends, and my trip to Cyprus. Well, I tried logging onto my itinerary on the Thomas Cook website and was dismayed to discover that they did not recognize the booking number! I called Thomas Cook, and after several attempts, actually finally spoke to someone. She put me on hold and eventually got back to me. She informed me in such a bright and cheery way that they had cancelled my reservations! When I asked why she told me it was because I am not a resident of the United Kingdom! I told her it didn't bother them that I wasn't a resident when it came to taking the money out of my credit card. I did get a refund, by the way. However, Thomas Cook's way of doing business is not professional at all. They should state upfront that you have to be a resident of the UK. They knew where I reside for, as I've already stated, they sent me confirmation of the flights by mail. Not only that, the only way I found out that they had cancelled my reservations is because I called them. My whole trip was ruined in the end. I've emailed them to complain, but never receive any response.