Thomas Cook Airlines

✅ Trip Verified | Tenerife to Manchester. Due to a medical circumstance missed my original flight home and could only secure Premium Economy with Thomas Cook the following day. Expensive for 2 one way tickets but no choice really. You get a generous baggage allowance 25kg, selected seating, free drinks on board and a meal. The flight boarded on time, I was a little taken aback how minimal the legroom was, there was no additional space for premium economy, whilst I wasn’t expecting a suite or a flat bed, I was expecting at least an inch extra, but no. The 4 hour journey was a little uncomfortable, thankfully the lady in front didn’t recline her seat, I would have been in big trouble if she had. I don’t understand why airlines on short haul Europe still have reclining seats with such small leg room provided. Meal was very tasty and the cabin crew were excellent, very friendly and provided a real service, not a scratch card sale insight.

✅ Trip Verified | Flew Thomas Cook from Goa to London Gatwick. Will never use this airline again. My partner and I booked our very expensive premium economy tickets 11 months in advance of our trip so that we could have a two seat together. Unfortunately he had to return to the UK enexpectedly a week before our trip was up. There was no flexibility in his ticket so he paid for another full price ticket. Fair enough, his choice. Problems started when I went to the airport alone a week later. Was refused entry into the airport as mine was not the lead name, after a panicky 40 minutes, myself and the police finally found someone from Thomas Cook and I was escorted into the airport. At the check in I was asked if I wanted seat 2a or 2c as they were in the process of selling my partners ticket for which he had not been able to change or gain a refund. I was fairly dismayed that I would have to sit next to a complete stranger on a night flight as we had booked these tickets specifically to avoid this. As it happened, I ended up with an empty seat next to me. This was a night flight taking off at 2am, so I wanted to settle down fairly quickly to try and sleep, 30 minutes into the flight, there was a lot of commotion in the seats behind and a stewardess woke me up to tell me that someone's TV screen wasn't working and so she was going to be moved to sit next to me. It took another thirty minutes to move her, after another few minutes I was tapped on the shoulder once again to be asked by a stewardess to move to the seats behind as she was travelling with her husband and I was alone. This was now 3.30am. I explained that I was now starting to get very irritated as we had paid for two seats together and neither of us would be sitting in either, and I didn't really want to move to another seat in a longer row. Eventually due the pressure and awkwardness I felt I did get up and move. Needless to say, I did not sleep on this flight and it was a very uncomfortable and expensive trip. A complaint was made to Thomas Cook. The reply was in badly written English with spelling mistakes saying that I should have made a request for any compensation to the air stewardess! And as I had moved "voluntarily " then they didn't see what the issue is. The crew on the plane were good, the customer service and ethics of this company is unacceptable. People should vote with their feet, which is why I shall never use this airline again. To not have even received a sorry shows the arrogance, and contempt for their customers. We are not treated as human beings at all by this company.

✅ Trip Verified | Having read lots of bad reviews for this airline, we booked with trepidation. There were very few direct flights from Cancun-London and prices were typically almost 3-times Thomas Cook's. We decided even if we encountered a nightmare delay or other problems other have had, we'd still be ahead. As it was, we were able to upgrade to Premium for £40 each. What a bargain! The new Terminal 4 at Cancun is much less chaotic than the others and for Thomas Cook there were two dedicated Premium check-in desks. Our cabin-baggage was slightly overweight but when I explained it contained my warm gear for the flight they let it go. No Fast-track, but security was fine. Premium passengers did board first and this was smooth except that overhead bag space is unusually small. My "normal" sized bag which would usually go in length-wise had to be put in sideways to fit. Several other people had the same issue, so space was very tight. We were offered sparkling wine while waiting; then, once in the air, were soon offered another drink and then another. The service of our crew was excellent - I have flown business class on Virgin Australia, Singapore and Virgin Atlantic and service was up there with those! Not so the food, of course, but it was surprisingly good. Better than any economy class meal I've ever eaten, so I would say it's a cut about whatever is served in the rear. Even the wine was drinkable. I took a peak behind the curtain more than once as the front toilet was occupied for an extended period. The seat config was 2-4-2 rather than the 2-3-2 of premium. The extra width is noticeable and the leg-room was fine for me too (at 6'1"). Flight departed approximately on time an arrived half-an-hour early. Couldn't have been more impressed by the experience for the money.

✅ Trip Verified | East Midlands to Tenerife South. Very slow bag drop at both airports. Planes both ways pretty much to schedule. Friendly crews with one exception on the outward leg. As noted before with this airline, the aisles are blocked for much of the trip with the crew selling drinks, then meals and then duty free. The £20 extra legroom seats are a bargain for anyone tall; the passengers in the standard seats looked very cramped. A decent service for a holiday airline.

✅ Trip Verified | Thomas Cook Airlines, the worst flight experience I've ever had. Our flight was behind schedule by 1 hour and 30mins, we had to go through customs and when we went to get our luggage to catch our connection flight, they already had our bags pulled to the side and told us we weren't going to make the connection. So they gave my wife and I a piece of paper that had our names on it, our bag info and there was another piece of paper stapled to it that had a hotel name and number to call to get a shuttle. It also said "booked", even the guy told us that we had a room booked and we just needed to call the shuttle. So we got to the hotel and there wasn't a room booked for us, and we had to pay for our own room which was $200. We also had to pay luggage storage at the airport which was almost another $100. I was told by Thomas Cook since our flight wasn't 3 hours or more delayed that they don't need to pay us back. Their baggage fees are crazy and you can't have a carry-on of more than 6kg, which was crazy because they didn't care when we went to Manchester. My carry-on was pretty much empty so we had to pay extra for our other bags being 6lbs over. $200 fee total. Would rather pay extra to have better customer service!

✅ Verified Review | Flew Manchester to Orlando. Thomas Cook, across the Atlantic, a long haul version of Ryanair. I have flown across the Atlantic on countless occasions, from the days of Freddie Laker, Pam Am, Monarch etc., to more recent credible airlines, such as Virgin, BA and recently Thomson’s, and must say my flight with Thomas Cook was by far and away the worst I have ever experienced. A total of over three hours of delays, no apologies, no consideration. Rude staff, poor food, charges for every little item, £5 for a coffee or a warm beer, no offering of water, completely contradictory to medical advice not to allow dehydration on board a plane, £3 for headphones, an extra £5 for entertainment, no rear seat screens, you are told to download an App to your device but no charging points provided. The Thomas Cook Clone "airtanker" from Manchester must be the most dated plane flying the Atlantic. Avoid this airline at all costs, rubbish service.

✅ Verified Review | Manchester to Los Angeles. Really impressed with the flight. I was dreading the 11 hour flight but the cabin was spacious, decent legroom, the staff were really efficient and friendly and the food was edible & frequent (though better on the way out, their us supply chain has a way to go). Decent selection of films if you upgrade (only £5), tv and music. I would recommend Thomas Cook if you can get a good deal but if go with virgin/BA if it's a similar price. On the flight back we were given a pillow/blanket each (night flight) and the toilets were down a set of stairs so a good space to stretch, the premium films were all free on the way back. I think if a good sleep is an absolute necessity pay for premium as the seats looking to recline more and looking more comfortable.

✅ Verified Review | Cancun to Glasgow via Orlando. We had a great holiday received a call on the Friday morning saying our flight was cancelled and that we were boarding a flight from Mexico to Orlando on the Saturday morning. Paper work was deployed through our door in the Friday night half our last day was taken up by helping the 14 other people in our party who didn’t have ESTA for USA. We were chartered to airport at 9am in the morning for our flight and landed in Orlando at 16:20. We were instructed to go to a phone call the hotel and await our shuttle. After over an hr a shuttle appeared took around 6 people to Marriott hotel and came back. The driver asked if we were all going to Marriott airport hotel which all 60 of us said yes. He promptly called the hotel who advised we had no hotel reservations and there were no rooms for us. We were at this point very anxious and stress no to mention over heating. We were outside this airport for 4 hrs getting dark no water or food and no rep in sight. We managed to track down a Swissport employee who helped us with food vouchers and after another hour in airport we were told a hotel had been found and we would be picked up at airport. In the morning the management at our hotel eventually managed to get it touch with Thomas Cook and at 12am we were informed a bus would pick us up at 1pm to go to airport for our flight. On arrival to airport the flight had been delayed until 18:30 On return from our ordeal I called and complained I was offered compensation but turned it down my case was immediately cancelled by the airline and I was instructed to get in touch with CEDR. We had 2 disputes one the cancellation the other abandonment lack of information and stress and anxiety. We were awarded the flight delay money but rejected £100 compensation CEDR looked at our claim and awarded up £29 compensation what an absolute joke and disgrace I will be fighting this so will the other people abandoned by Thomas Cook at Orlando airport.

✅ Verified Review | Manchester to Portland via New York JFK. Good points: Smooth flights and food okay. Bad points: Booked premium economy at approx £500 extra, as it was our first long haul journey. Arrived at the airport and checked in, no problem. After going through security, found that our first flight was delayed by two hours. No problem as we had a four hour layover at JFK. During the flight, drinks were 'included" but they only came round once except for a wine with our meal! I know it doesn't specify how many drinks but you do expect more than one service! Just before landing we were informed that a representative from Thomas Cook would be there to assist us with our onward journey, once we had cleared immigration. At immigration we were told we had to collect our cases and check them in with JetBlue for the next leg of our journey. Baggage transfer was also supposed to be included in the premium package. We collected our bags and looked for the person from Thomas Cook. We couldn't see them so found our way to the correct terminal and to the JetBlue check in desk. The queue was so long that we missed the flight, despite them putting us in the priority lane. When we reached the desk we were told that we had already been booked on a later flight - instead of travelling at 4.59pm we had been booked on to the 22.40pm flight! Not impressed as you can imagine as we reached our final destination over five hours late. When we arrived at Portland Jetport for the first leg of our return journey we couldn't check in as there was a problem with the ticketing. Even though we had the paperwork and it was showing on the airlines system that we were booked on it, they said a change had been made and they would have to contact Thomas Cook to rectify it. This was taking ages and at one point, the JetBlue staff said it would be unlikely that we would make the flight. We eventually got our boarding passes and made it to gate just 15 minutes before it opened! After a five hour layover at JFK we were finally on the last leg. Only one drinks service on the return journey, even though it was a night flight, would have been good to be offered tea or coffe or other soft drink. Stressful, annoying and very poor service considering we paid £1600 inc the upgrade to premium.

✅ Verified Review | Boston to Manchester with a scheduled departure time of 17:35 with an arrival time of 04:55 the next morning. I checked on the punctuality of this route and found that the plane often took off about 15 minutes early but almost always arrived on time or a bit earlier. That was the case with my flight. Cabin baggage in economy is limited to 6 kg. My carry on bag was easily 15 kg but since I was not checking a bag I figured that once I checked in I would simply print my boarding pass and go directly to the gate. I know Logan airport well and there are no scales at the gates. But I was wrong. It is impossible to print a boarding pass from home. Everyone must go to the check in counter. Because of this, I had to check in one bag and make sure that my carry on was under 6 kg. I also put my laptop in another small bag which the check in person didn't see. Once my bag was weighted no one ever questioned it or inspected it. I could have had a friend waiting for me and simply stuffed my bag after checking in, or simply left my bag with my friend and arrived with no bag whatsoever. So beware. You must be careful as they weigh all carry on bags at Boston. The flight was fine. Free meal (chicken or beef) and free muffin and coffee before landing. Everything else costs money. Cans of beer were 4GBP! No individual screens on the seat backs, just drop down screens like in the 1970s. No problem. Seats were a bit tight but otherwise fine. Staff was lovely. For 139GBP one way from Boston to the UK, it was a bargain. Great deal and I would fly them again. Just bring a book or some thing to keep you occupied. Bring a bottle of water. I would fly them again because it's a bargain and the flight was fine.