Thomas Cook Airlines

Delayed for 29 hours coming back from Dalaman in May. They said it was a technical fault which if true is fair enough however....The plane had not left Gatwick so TC knew 6 hours in advance that it was not coming for at least the next 24 hours. You might have therefore thought they would text and warn us before we gave up our villa, drove for 2 hours, handed back the hire car, queued for 45 minutes and then found out were were not flying. The TC staff fled the airport and left an agent to sort everything out. I saw them heading home without a care for the 179 or so passengers. The only thing I can not complain about was that they paid the due compensation very quickly within 10 days.

Six flights with them in 3 years....all delayed. Will not use them anymore. Sat in Orlando airport the other day and all 3 Thomas Cook flights delayed, might I add that all other UK flight companies was on time. Poor customer service with no compassion or compensation, once they have your money you are of no interest to them. One of my delays just fell short of the compensation trigger of 4hrs (3hr55mins) so customer service said tough luck. Long haul to USA and you have to pay extra for the entertainment/TV, how rude after you've paid so much to fly with them. My advise is to try the other big players who've been at it longer.

If I could give less than a star, I would! Our flight got cancelled and not a single one of the 350 passengers on that flight from JFK to manchester were informed about this cancellation. No emails, no calls, no texts.... just no communication at all. Apparently the aircraft was broken beyond repair (it never even made it from manchester to JFK, itwas already broken in England) and no substitue plane could be brought in. I had thankfully made it to the airport about 6 hours before my flight and only after running around trying to even find a single thomas cook employee I was told it was cancelled. at that point about 270 of the passengers had already been rebooked. I was not one of them. I was told to wait for the next list of people but not to expect to be able to fly out for at least 2 or 3 days because everything with their partner airlines was booked. An hour later, still nothing. At this point we're being brought up to the check-in counter where we continue to wait. for SIX hours I sat on the floor in front of the check-in counter with no information about when I would fly back to europe, watching more and more people getting rebooked and wondering why I was not on that list. There was at least 50-80 passengers there with me who never got rebooked that night. we were told to leave contact info and we'd be contacted after 8pm. well, 9pm came around and still no contact. As the airline was taking up too much space for too long at the airport they were being asked to leave and we were just shipped off to a hotel with the words "stay close to your phones, you will know by morning". None of us slept of course, as with every phone notification coming in we hoped it was thomas cook. Guess who never got contacted by morning. I proceeded to spent the next 14 hours on the phone with thomas cook in 3 different countries (UK, Germany and US), everyone kept telling me they knew nothing (even though this was the number given to us by the airport for contact) and that they couldn't help me specifically because I booked via expedia. When I contacted Expedia though (most kind customer service ever), they tried everything but couldn't help me because Thomas cook had taken possession of my ticket. So basically expedia tells me thomas cook has my ticket and thomas cook tells me they can't act because of expedia. at this point it's 5pm the next day and I am fed up so I go back to the airport without any of my bags (as we were told not to expect to fly out for days and were actually booked into the hotel by the airline for 3 days) but I just wanted to talk to someone in person and get some answers because there was still NO COMMUNICATION! I just wanted to have them give me ANYTHING, even if it's in 3 days, but to be able to sleep and relax I just needed confirmation. Well, cue another hour and a half of waiting because apparently there isn't even a thomas cook agent available until they open their check-in at 6:30pm for their one single flight out each day... When they finally do open, me and 4 other people were there who had still not been rebooked or heard anything. The supervisor that day made some calls then asked us to wait 15 to 20mins while he waits for an email.... so we stand to the side and wait and wait and wait and wait.... 45mins later he just vanishes! with no word to us. The supervisor of the day before shows up and talks to another one in our group and suddenly looks up, looks at me and goes "Why are you not on your way to your flight?" me: "what flight? He told us to wait" her: "you're on a flight to Frankfurt at 9:55pm tonight".... IT WAS 8:04PM!! Apparently 3 of us got a seat on that plane and the guy just forgot to inform the people waiting RIGHT IN FRONT OF HIM before he left. so I hightailed it out, jumped a cab to the hotel, grabbed my bags and back to the airport.... I made it to my flight with only 15mins to spare. The lack of communication and compassion from this airline is APPALING! supposedly we're getting a full refund and an additional 600€ compensation but I believe it when I see it. during hour wait we found out that the exact same flight got cancelled last week as well and when I finally made it to Frankfurt, I met a lady in line for security who told me about her horror flight to Germany from Boston... oh and guess what? SAME AIRLINE! Never booking with them again!

When you fly a long hall flight you expect to be able to get drinks free of charge, water, cola, wine, what ever it shouldn't cost you, especially when you are in the air for 10 hours. They gave us one free drink the whole time and tiny size meals. not only was the service shocking but our flight was delayed over 6 hours and they refuse to give compensation and then when we went to fly back to the UK from Cuba our flight was delayed 3 hours. Like i said after contacting them they wouldn't give us any money back won't give us air miles nothing. DO NOT fly Thomas Cook! Not to mention they actually nearly got everyone stuck in Cuba, Thomas Cook told all of us that the Visa required to enter Cuba is NOT required to leave Cuba. Then everyone gets to security to leave the country and the officers said we had to have our visa otherwise we where not allowed to leave unless we buy a new visa. so many people where in trouble and didnt have the money, and Thomas Cook holds no responsibility for this, they say we must have miss heard, how can a whole plane of people miss hear. I was luck i had my visa at the bottom of my bag. also the tv to watch for the flight has like 5 movies and thats it, if you want more you have to pay, I have never booked an all inclusive holiday before and had so much i had to pay for! Would never recommend Thomas Cook.

Flight 3 hours delayed! - i rest my case.

Disgusting service, rude staff, liars. NEVER AGAIN

Not sure who to blame but the combination of Stansted airport, Thomas cook airlines and swissport luggage handlers made a truly horrible outbound and inbound trip. Stansted got hit by lightning (no lightning conductors?) which gave Ryanair the green light to cancel any flights they fancied hence the knock on effect made worse. Then Thomas cook said they had no pilots on inbound due to working time directives (need 13hr break between flighs) so return flight delayed then the luggage handlers went home due to late flights so we had to wait 2hrs for our bags! Poor chaps on info desk did their best defending a poorly managed company! Swissport i believe? Will use another airport and airline next time. Enjoyed my holiday but the return flight sapped all energy recovered in Cyprus. Should have stayed at home! Flight MT1191

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.

I see lots of negative reviews for Thomas Cook - but I can't agree with them. Booked a return flight from Birmingham to Palma for the missus and I joined her on the return leg from Mallorca to Birmingham. I had used TC once may years ago and was shocked to see the standard seat legroom - this alone kept me away from them. I am 6'3'' and leg room is always an issue for me. A friend was recently raving about TC so when Ryanair quoted me horrendous amounts for the flights, I tried Thomas Cook once more. Now remember, Thomas Cook was a substantially cheaper option than Ryanair, so that must firmly put them in the budget airline category. Also remember that you get what you pay for in this world - so a cheap flight won't be a fanciful affair. I booked the Premium Economy ticket purely for the extra legroom I needed and the tickets were still cheaper than Ryanair. Those tickets came with a very generous luggage allowance and a meal included - Chicken Tikka Massala. The food was really very good. Its an airline remember, not a michelin restaurant but nonetheless I was impressed. The crew on board were outstanding. Pleasant, helpful, happy, cheerful. Be sure though - if you are a 6 footer like me, take the extra legroom by opting for premium economy or an exit row seat otherwise it will be tight. So why only four stars??? Both flights were a little late (but we did arrive in one piece), I suspect that might be the norm. The real snag though was contacting customer support. I put the wrong email address in for the missus and we couldnt get her documents through. Turns out this wasn't a problem as we didn't need them to check in, but I imagine if you wanted to contact customer services - you would get peeved with them quite quickly. The on line live chat just didn't work, the premium rate number was a rip off and the standard rate number suggested a 40 minute wait - definitely room for improvement here. All said and done - for short haul - I would use Thomas Cook again, but only in premium economy.

I havnt even flown with them yet and already I'm wound up and annoyed at the lack of services and differences between other companies. I am reading all the very poor and low ratings that They get and I wonder what the he'll I have got myself into. Why don't you listen to your customers Thomas Cook and at least compete with other companies.

I retired 3 years ago at 55 from a job which led me to travel to many places around the world and so I have flown with many airlines from the very good to the not so, travelling in first class, business class and economy, both long to medium haul, to short haul. Since retiring my travel has become purely for pleasure and the airlines I have used are in tne main, although not exclusively, low cost e.g. Easyjet, Jet2, TUI, all of whom I found to be acceptable, with a special mention to Jet2 as very good. Yesterday I had my first ever flight with Thomas Cook and although the aircraft itself was in good condition, at 6' 2" the leg room in seat 3F has to be the worse I have ever experienced! I think it is a disgrace that an airline can be allowed to squeeze passengers into such a confined space for a 4 hour flight! Unfortunately I will have to fly home with them, but it will be my last flight with Thomas Cook Airlines!

Booked a return flight from Gatwick to Lanzarote. Chose Thomas Cook because of the very convenient flight times. The flight back was due to land at 17:20. Today received an email saying they had changed it to arrive back at 23:50. Got a chat line and they said it's not a major change and I couldn't cancel without losing all the money on both flights (except airport taxes).

Flight MT 2761 Flew London-goa, flight delayed 1hr no info was given, food on plane was the worst I have ever seen, but flight was smooth, entertainment was a joke, 6 films and you have to pay for more. Goa-London Flight delayed 6.5 hrs, left queing at the check in for 2hrs no information about delay was given and no reps from Thomas Cook, even when checking in no info. We were left in departure lounge from 11pm till 8am no info no food or water, I was tweeting a rep from thomas cook called Jamie who said we would get $25 for some food and water, that was about 4am, guess what? Nothing! just lies, thanks Jamie! Flight took off 9am no apologies we were just treated like cattle while they borded other flights before ours even though we were called at the same time. Food again was a joke. I would rather use a home made raft to get to Goa next time, In 30yrs of flying I have never been treated so badly and yes I have flown other budget airlines. Thomas Cook have shown themselves to be the worst airline I have ever used rude,lies, no reps, awefull food, awefull entertainment, wish I had read the reviews on here before I booked. Plenty of other airlines fly to Goa.

Very poor, flight we endured from Cape Town to London Gatwick was awful, despite paying for extra with Premium Economy. Seat allocation was shambolic, despite empty seats being available, premium meals where non existent, no choice for meal, just vegetarian option, very poor and blame put on Cape Town ground staff. So called entertainment system very poor, 30 films, and little else. Anyway, leg room was not great, and seat comfort for night time flight could have been much better. Sorry, but we paid two to three times more than an economy seat, and what for ? Just a glass of 'fizz' on our delayed take off and a pre-dinner drink. Sorry Thomas Cook, would not wish to travel with you again, and will advise everybody we know to avoid you at all costs !

Two family trips to Orlando, but 12 years apart. It took that long to have the confidence to use Thomas Cook again. In 2005, we were delayed for over 24 hours - not ideal when you have children aged 6 years, 3 years and 12 months. Admittedly, they did not leave us as long this time - just 5 hours. However, we were shabbily treated - no complimentary food or drink, lack of information and being rudely maneuvered around the departure gates. I did contact them, but of course they had an exceptional circumstance - airport congestion, which I didn't think warranted a dismissal by them. I went ahead with using an adjudicator and guess what - it was NOW a lightning strike (never mentioned previously) and airport congestion that pushed the delay over 3 hours. Let's conveniently forget about the fact they failed to get the plane to Stansted on time due to overrunning with maintenance, which alone pushed the new departure time back by 3 hrs 10 mins. The use of extraordinary circumstances won the day and they won the case!! Definitely will not use this unscrupulous company again and cannot recommend them.

In 2016, we used Thomas Cook 4 times, and it was worth it. We went to Tenerife from Glasgow on MT3364 On G-TCDJ in July and on MT3365 on G-TCDB. Both was an Airbus A321. The planes were lovely, though I prefer the yellow sunny heart planes than the blue ones. The cabin was clean and comfortable, and the seats were very spacious. We were at the very last row on the left (row 37) which was right in front of the toilets, though it didn't bother us that much as it was a flight which departed at 7.10am so we were awake and not sleeping. However, it was a night flight, it might have been bothersome. The crew were friendly and the pilots were very friendly too and got us there at Midday (20 mins late but we took off 20 mins late due to ATC so they made it up in the end). I would definetley choose Thomas Cook again. Love them and will be flying with them again! Well Done Thomas Cook! Well Done!

one week to go and these guys change the schedule speak with customer service - we have told you and that's it! No understanding of what it means and worse still Told to wait until I come back to complain and don't expect an answer for 30 days Now joining with the budget airlines DONT USE THESE COWBOYS - POOR

Ordered a vegan meal for my partner on a flight from Las Vegas to Stansted. Confirmed this three times with the company. When on the flight there was no food for my partner and we were asked to prove we ordered it. The air stewards did provide her with fruit and crisps but this was not enough to sustain for a 10 hour flight. The company offered to refund the 11 pound back for the food but this is not really good enough as my partner did not eat properly for a long time.

This is the first time I have used Thomas Cook Airlines, My flight number was MT XXXX, rather than TCX XXXX - which makes me think it was a former My Travel Airways route. (who I used to go on holiday with - them and Airtours International) The cabin was lovely, the crew were very friendly and the passengers were actually quite respectable. I had a brilliant start to my holiday thanks to this airline. It has made me start to think that saving a few pounds and using Jet2, Ryanair etc is actually a false economy as the whole experience with Thomas Cook was really terrific and I got off the aircraft feeling a bit spesh.

Flight to and from Las Vegas was on time so no complaints there. However, if you fly long haul you expect drinks and in-flight entertainment to be included right? Clearly not with Thomas Cook. Literally have to examine their website with a fine toothed comb to find any reference to this. Anyhoo, paying for drinks aside on the way out the cabin crew said there would only be 2 drink services, you couldn't buy a drink with dinner so you had to buy on the first run and drink it warm if you wanted to have with dinner and they were 'too busy to serve additional drinks from the galley' throughout the flight. This is a 10 hour flight and they didn't even offer water outside of the two designated trolley runs. And they big-up the James Martin food (which was still mediocre airplane food) but you get generic stuff on the way back. Breakfast was a yoghurt and a small cereal bar... Entertainment included at no extra cost on the seat-back TV would consist of 4 movies and 6 TV episodes. We didn't have to pay to upgrade but if so would have been an extra £6 per seat. Upgraded entertainment was around 15 movies (some in German) and single episodes of popular TV shows - what's the point in watching one show? Again, long haul flight and would expect better. No games either. So I accept that the flight was very reasonably priced but all of this stuff should be made clearer at point of booking. We could have booked with Delta or US Airways and had MUCH better service for same cost.