THOMAS COOK AIRLINES Customer Reviews and Passenger Trip Reports

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THOS COOK AIRLINES customer review :  8 February 2010 by M Thornber (UK)

Toronto to London Gatwick January 29th. I can accept the endless queuing for everything, £2 for a cup of tea, technical problems and near 24 hour delay , but I find it hard to accept the appalling discomfort of the seat. The off centre monitor in seat back means you have to view with your neck twisted. The lack of padding in any part of the seat felt like sitting on a wooden board. In fact, 8.5 hours in this seat is an endurance test. The decision makers at Thomas Cook should be made to sit in these seats for the same duration and only then will they realise that it is this that really is the last straw. You have taken a modern A330 and turned it into the most uncomfortable I have ever had the misfortune to fly in. Pay the extra and fly with an airline with comfy seats.

THOS COOK AIRLINES customer review :  8 February 2010 by J Jones (UK)

Boeing 767 in need of good refurbish, overhead TVs for flight entertainment not working, over head oxygen mast dropped down in the rear part of the cabin on take off (inbound), the rear galley not working so the food took a long time to serve (outbound). Outward the cabin crew had lost the plot and were most unhelpful, inbound the aircraft had not been cleaned properly but the cabin staff much better and helpful.

THOS COOK AIRLINES customer review :  6 February 2010 by John Lynn (UK)

Manchester to Lanzarotte. Sat in row 32 behind Empty exit row seats (all six empty). During the flight children running up and down the aisles - at one stage two small children occupied the exit row - one pressing buttons on the cabin crew intercom - the other attempting to open the emergency exit door! Cabin Steward eventually came to remove them - on my stating that they shouldnt have been there trying to open the door his comment was "I am not here to supervise children" - my reply was "you are here for our safety - and you failed". Without another word he walked off to the rear galley and drew the curtain. Return journey good - same seats, friendly female cabin crew who was horrified when we explained the outward journey.

THOS COOK AIRLINES customer review :  1 February 2010 by Audrey Jones (UK)

Glasgow to Tenerife in January. Most uncomfortable airline ever. Trays could not fold down completely. No airconditioning and flight was extremely hot. The space for passengers legs is totally inadequate.

THOS COOK AIRLINES customer review :  30 January 2010 by M Pinson (UK)

Manchester-Barbados 23nd December. Seats were so small that the passenger next to me stood most of the flight, he was so uncomfortable. Food terrible, staff just interested in selling drinks. Return flight on 6th January - seats were very hard and uncomfortable. Food terrible. Cabin lights left on all night, so sleep was impossible. Kept on plane for 1 hour while suitable steps were found. Surely things could be better organised than this. Our first, and definitely last flight with Thomas Cook.

THOS COOK AIRLINES customer review :  29 January 2010 by J Strachan (UK)

First and last time with this airline, fly around 5 or 6 times a year and will never be persuaded back to an airline who wants you to pay extra to sit together. Glasgow to Tenerife and return on a 757 200. I have never sat in seats so close together, I'm under 6ft and was extremely uncomfortable. Squashed into seat 30a next to the toilets with no window just a grey wall beside you, very claustrophobic. Never again, if you paid for all the extras, (like sitting together) it would be an expensive flight, felt ripped off, never again.

THOS COOK AIRLINES customer review :  29 January 2010 by Peter Johnson (UK)

LGW-HRG-LGW. B752 looked well used, cabin crew focussed and cheerful. In flight entertainment could be better - the image on the screen was jumping. On the subject of seat comfort, I am 6 foot 2 and in proportion. My wife and I pre booked and paid for the extra leg room seats in row 31. This row is directly behind the toilets. We were quite happy with these seats and I would advise anyone over 5 foot ten to consider them. This route has only a limited number if airlines to pick from - I was prepared to pay more to travel in comfort , and I think there is a market for this.

THOS COOK AIRLINES customer review :  26 January 2010 by Peter Platts (UK)

We have just returned from Calgary in Canada in the Premium cabin. Both flights on time, planes were clean, we had very good legroom with comfortable seats, service was good with pleasant staff. Food was good and free drinks service was excellent. Another bonus was that when our cases were checked in they were given Premium labels and this seemed to work as our cases were first onto carousels at Calgary and Manchester. The thing I would be critical of is inflight entertainment - films are shown in rotation so you cannot select a single film and there are no video games for children.

THOS COOK AIRLINES customer review :  7 January 2010 by Rhonda Pullen (UK)

Gatwick to Monastir return with Thomas Cook. We found the crew to be courteous and helpful on both legs. We were in row 2 and had enough leg room and seats were comfortable enough for a three hour journey. The food on both legs was ok - edible and hot, which was a bonus. The outbound journey left on time and the return journey was delayed slightly (10 minutes), which didn't cause any problems. There was the usual chaos at Gatwick with regard to baggage retrieval - too many planes arriving at once, lack of staff to deal with this.

THOS COOK AIRLINES customer review :  7 January 2010 by Darran Burr (UK)

Manchester to Montego Bay returny. The supplementary cost for the Premium Cabin is worth paying, for the additional cost of about £180 return you get 30kgs per person luggage allowance. You get wider seats with extra legroom, free alcoholic and soft drinks and upgraded meal choice. The seat configuration is 2x3x2, the twos are great for couples. On the return flight many passengers were asking at Check In if any Premium seats were available for a supplement, therefore they had obviously wished they had pre-booked it from the start. My only annoyance was that our return flight to Manchester was diverted to Gatwick due to Manchester's runway being snowbound, we ended up getting a train home and claimed the cost back from Thomas Cook, the weather conditions are not a fault of Thomas Cook and we of course don't hold this against them.

THOS COOK AIRLINES customer review :  1 January 2010 by C Denham (UK)

Geneva to Manchester. Luggage Arrivals at Manchester Airport. Our luggage was off loaded then left on the apron we waited in arrivals for 2 hours for our luggage there were a number of other Thomas Cook flights in the same position some waited even longer for their luggage. The disgrace is the way we were treated, no information, no one prepared to do anything, we were all treated as though we had nothing better to do than wait around for Thomas Cook luggage handlers to make a bit of effort, deplorable lack of managers to deal with the situation, no help at all from lost luggage. It is time that airlines were made to be accountable for the disgusting manner in which they treat passengers. We were told that there were no managers available, no spokesperson for Thomas Cook available and we would just have to wait because there were no persons with any authority to do anything about our luggage or to authorise the lost luggage procedure. On going to the Thomas Cook desk in departures we were told they were only interested in the departing passengers not the arrivals! The moral of the story is 'Don't Thomas Cook it', because once they have you on the plane they don't give a damn about what happens to you after!

THOS COOK AIRLINES customer review :  30 December 2009 by D Carr (UK)

Recently returned from Las Palmas - Gatwick on 757-300. This is the most uncomfortable plane configuration I have travelled, with seat position cramped and uncomfortable. They only seemed concerned with different ways of parting you with your cash rather than passenger needs. I would never use them again as I think the budget carriers provide better levels of comfort and service.

THOS COOK AIRLINES customer review :  26 December 2009 by Paul King (UK)

Flew Thomas Cook to Turkey. I am a 6'4' man (which I do not consider excessive) and often find aircraft seats a bit of a squeeze, but I could not physically fit in the Thomas Cook seat - I was amazed this was legal. Staff solution, to suggest I stand for the flight - so, Thomas Cook the standing airline. There was a seat available with adequate legroom but if I tried to sit there, the rude and unhelpful staff told me in no uncertain terms they would charge me £30 if I did not get up immediately - I did not want to pay on protest that I had paid for a seat and they should have provided one I could physically sit in. You can guarantee one thing - I will never fly Thomas Cook again - and I would suggest that they make it clear when booking that they only cater for people 6' and less.

THOS COOK AIRLINES customer review :  25 December 2009 by J Sainsbury (UK)

Took a 9 hour flight back from Canada. The flight was delayed, seats and trays filthy (despite the extra wait to apparently clean them), lucky to get any response from the surly cabin crew who were only interested in you if you wanted to pay for something. At one point it felt like they were about to charge you to even eat. Thought it was appalling that during such a long haul flight it was an effort to even get a glass of water!

THOS COOK AIRLINES customer review :  30 November 2009 by M Hopwood (UK)

Newcastle-Las Palmas return. No problem getting the pre-booked exit seats although usual problem of other passengers wanting to stand in the space you have paid for! Food hot and reasonable and crew generally bright and cheerful. But it was a charter flight when all said and done and £320pp is a disgrace.