Thomas Cook Airlines
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Awful experience with delays - no help from customer services
Our plane from Lanzarote to London was delayed for over 24 hours, and we had absolutely no help or communication from Thomas Cook in this time. We were told to pay for an extra night in the hotel and our expenses would be returned, but the phone lines constantly have a 40 minute wait so I can't get through to anyone that can help. I've been told to claim for the delay, but that'll take 28 days, so I'm out of pocket, and any complaint will similarly take a month. Flight was horrendous too. I've never seen such narrow, cramped seats and I'm only 5ft7. Thank god I was next to my son so I could stretch out a bit. We queued by the gate for an hour, then spent 90 minutes on the tarmac in Lanzarote, with no air conditioning or lights due to lack of ground power. People were almost passing out because of the heat. The only saving grace of this shoddy airline is the amazing cabin crew who tried to keep everyone's spirits up and dealt with the resulting medical emergencies in a calm and professional manner.