✅ Verified Review
| Manchester to Boston and onward flight to Philadelphia with Jetblue. As a previous reviewer described in their situation, check in for Thomas Cook was mobbed on my return flight originating in Manchester. The only thing that saved me from waiting in the outrageously long que was having paid for a premium seat. As he was checking me in, the representative did not inform me that the flight had had a change of aircraft and would not be offering premium service. He also did not inform me that my luggage was not checked all the way through and that I would have to pick it up in Boston and check it in again, another mob scene. I learned of the change in my flight when I noticed a pile of papers on the counter and read about it there. A refund was promised and a link to an online form to obtain it given. Questions to the company representative "helping" me from behind the counter were met with rudeness. Others were not so fortunate and were informed for the first time while actually on the flight. At this stage I have gone through numerous contortions in attempting to obtain the promised refund of the additional charge for premium service. The online form seems deliberately designed to rebuff non UK residents, it only accepts UK addresses. Thomas Cook has no telephone number in the US. Although I found one listed online as being theirs, the first time I tried it was answered by someone telling me that it was a Thomas Cook line only at a certain time of day. When I called back at the time I was told to, I was informed it is never a Thomas Cook line at any time of day. This is a great way to communicate to your US customers that they are of no importance to you, Thomas Cook. Eventually, I managed to make contact through email, both requesting my refund and reporting about my horrible in flight experience, which included not being offered an unpaid beverage outside the meal service- on a transatlantic flight (while standing in the long line of people attempting to get a boarding pass in Boston, I chatted with someone who'd been in the regular economy class on the same flight who told me they had been offered complimentary beverages twice outside of meal services). When we were offered the chance to purchase beverages, water was not offered. I felt I was reduced to begging for it, and was handed a tiny plastic cup of water each time I did. I eventually did hear back from the company by email, requesting the information they needed to deposit the money into my bank account. There was no concern or interest expressed in the ordeal I had outlined on the flight in regard to beverages or at the connecting airport where I was given incorrect information by the person accepting my luggage back in wearing a Thomas Cook uniform. Her lack of knowledge resulted in my standing in a line unnessarily and wasting my precious time on the layover. To date, no refund has been provided. When I wrote again to the same email address stating this, I recieved a response stating that I "had been offered a CHAPS payment" and that they considered the matter to be resolved. No payment has been recieved.