✅ Verified Review
| This flight from Manchester to Orlando was a replacement for a Thomas Cook Airlines Flight, No: MT2604. Flight departure delayed from 12.15 to actual time: 17.35 (over 5 hours late). Called to Gate at 14.35 1.5 hours prior to boarding at 16.00. We were herded into a small, overcrowded Departure Lounge with insufficient seating, suffocatingly hot. Not a single member of staff from whom information could be gleaned was present, nor was any announcement made with information or explanation for over an hour. Thomas Cook aircraft was substituted with Hi Fly. We had paid for Premium Class with allocated seats which were not available on the Hi Fly Aircraft (Our row 4 Seats (A4 and C4) were non-existent. We were told by the Flight Attendant that rows 1 to 3 were the Premium seats but when sitting in vacant seats alongside other similarly displaced passengers, were told that we were to move to the next section and choose any! I remonstrated with the staff to no avail so had to be relocated to already occupied seats therefore displacing a passenger. After boarding we sat on the aircraft for one hour and forty-five minutes before leaving the runway at 17.45. Inflight entertainment screens were not working. We were given Ipads which were collected in, without exception, far too early - three hours before the flight landed even though passengers were in the middle of films. Of the two toilets in our section, one had no flushing water. No alcoholic drinks were available when they should have been in Premium Class. Ice-cream which was offered immediately after the meal, was totally melted and required drinking. When my wife was feeling ill during the flight, I asked three times for a ‘sick-bag’ before being told that there were non-available and eventually a plastic bag was found. The statement “Our delayed customers will receive food and drinks and other assistance as required by law” was not implemented, staff were not available in the Gate area. On board, the Flight Attendants provided poor, unfriendly service. This is not an airline to be recommended.