Thomas Cook Airlines is a travel service provider that specializes in offering package holidays and city breaks for travelers seeking affordable vacation options. Operating under the Thomas Cook brand, the company provides customers with a range of travel deals that include ATOL protection, ensuring financial security for holidaymakers. With a focus on transparency, Thomas Cook Airlines promotes low deposits starting from £39 per person and offers flexible payment plans without hidden fees. The company caters to a diverse clientele, including families, couples, and solo travelers looking for reliable and budget-friendly travel solutions. In addition to competitive pricing, Thomas Cook Airlines emphasizes customer support by providing 24/7 assistance to travelers during their holidays. With a price match guarantee, the company aims to ensure that customers receive the best possible deals on their travel arrangements.
Thomas Cook Airlines receives overwhelmingly negative feedback, with many customers expressing dissatisfaction with their experiences. While some reviewers highlight positive aspects such as helpful customer support and enjoyable flights, these are overshadowed by numerous complaints about poor service and operational issues.
Many people report significant delays, lack of communication regarding changes, and unresponsive customer service when issues arise. Additionally, there are serious concerns about high fees for name changes and inadequate handling of customer complaints. Reviewers also mention uncomfortable seating and cramped conditions on flights. Overall, while a few customers appreciate the airline, the majority express frustration and disappointment, leading to a predominantly negative sentiment.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 1.9 | 111 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Apr 2024.
| Month | Average | Reviews |
|---|---|---|
| Mar 24 | 5.0 | 1 |
| Apr 24 | 5.0 | 1 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 111 most recent reviews.
“We had a nightmare with a lost passport and had to change our travel dates, trying to tie in flights with our hotel w...”
“On the beach customer service was quick to take another payment off us again without giving us any advice what are ch...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Airlines.
| Company | Overall | Legit | Service | Booking | Value | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 1.9 out of 5 (poor) | 100 out of 100 | 1.8 out of 5 (poor) | 1.9 out of 5 (poor) | 2.0 out of 5 (poor) | — | 111 |
| 4.9 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | — | — | — | 1,109 | |
| 4.2 out of 5 (good) | 100 out of 100 | 4.2 out of 5 (good) | 3.5 out of 5 (good) | 3.8 out of 5 (good) | — | 1,083 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 4.5 out of 5 (good) | 4.6 out of 5 (good) | — | 1,069 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.9 out of 5 (good) | 4.6 out of 5 (good) | — | 1,050 |
Bottom line: Thomas Cook Airlines is #5 of 5 on overall rating in this group. On service, Evolution Travel scores higher (5.0 vs 1.8).
111 reviews of Thomas Cook Airlines. Filter by what matters to you.
The customers service with Thomas Cook is appalling and very unprofessional. I got back from Cuba in March 2019 after a horrendous two weeks.Had to change hotel after 3 very stressful days at extra cost.Have sent email also a letter and they haven’t even had the curtesy to acknowledge my correspondence.
Booked a veggie meal, they didn't have any by the time they got to me and had no record of it. Was presented cold slop that looked like someone else had tried it. Ate it, was nasty and I vomited the rest of my long haul flight FYI Toilets were disgusting!!!! Check in slow staff disintersted Unfortunately I have another flight booked and already having major issues with checking in Staff have hung up on me twice!!!!!!
I'm flying with my mother to Florida this week and made the big mistake by booking on Thomas Cook airline. To sit next to my mum, the cheapest seat costs £25 each way. So far we paid £100 extra just to sit next to my mum. Extra £40 per luggage up to 23 kg each way. A total of £160 for our luggage. I should have booked on the Virgin airline and save myself lots of hassle and money.
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
Appalling customer service !! Booked transatlantic flight and noticed spelt a name incorrectly- almost impossible to alter - live chat couldn’t do it - they advised me to ring USA as my son was lead passenger but was already in USA - when he rang they said had to refund in full an start again - persisted with the most unhelpful assistant before finally resolved taking two hours with a ten pound charge although told earlier no charge if altered within 24 hours which it was - completely useless in every aspect
Used for the first time on the way to a skiing holiday in France. Short flight, no issues. What made them shine was that as I boarded, throughout the flight and when leaving the aircraft, everyone wished me a Happy Birthday. A very human and rather lovely touch which was unexpected but much appreciated. The flight was TCX1529 from Grenoble to Gatwick on 31 March 2019 so, if you are the crew on board that flight, a very big thank you from me! Will definitely use again.
Spent a small fortune on a holiday to Florida, booked months in advance and paid for the specific seats I wanted at a cost of £200, 2 days before flying my seats are re-allocated to someone else, and if I want to choose new ones then I have to pay another £200. Excuse after excuse, the aircraft changed, it hadn't, they needed the seats for special needs passengers, they didn't. Refused to change our seats back, refused a refund. Eventually admitted it was a system fault they have know about for three years - offered money back on seat booking but no apology, no remorse just a resignation from the staff that they work for a company that sells dreams and delivers nightmares.
090419 Manchester to dalaman 0730hrs flight. Woman at check in was rude and unprofessional. Asked me my daughter's d.o.b at check. I replied that you got the passport and it's on there, you are not immigration so what is the purpose of your question. She answer with a threat of not boarding me on the flight. So I told her to try. When I said I will complain to your manager she said do whatever you want. Gets on the plane and struggling with putting luggage in overhead lockers and Male air host stands next to me arms folded just watches. Absolute disgrace. Won't be travelling again with these or recommending them. Smallest leg room I have seen.
Booked some flights through travel republic. made an honest mistake and wanted to make an amendment to the inbound flight which isn't due to take place for another 6 months. Thomas cook refused to budge due to their 'policy'. absolutely no flexibility. they do however offer amendments to people who book with them direct so as a customer booking through an operator (which most people do) you are penalised! offered to pay a fee for the change and all sorts but made no difference. All i got was computer says no and a bad attitude from the terrible customer service - avoid like the plague.
Premium Economy Return to Cape Town Inconvenient departure schedule (22.20j meant meals were being served at midnight when most wanted to sleep. Return schedule better, but food & wine awful! Cabin crew service lacking in some aspects, & poor cabin maintenance, partic seats most of whose recline mechanism hardly worked making sleep uncomfortable. Also partially blocked handbasin drainage. So unimpressed with this airline - won’t use again for long haul!
We returned from hurghada on 18th Feb after a 3hr 35 minute delay from hurghada airport. Whilst delayed nobody at all from Thomas cook available to tell us when our flight would be leaving. Once we got home put in a delayed flight claim only to be told flight landed 3 minutes short of 3 hours which I find very hard to believe. Did anybody on the flight think to log the time the aircraft doors where opened? Hurghada to Newcastle flight mt303 due to depart 18.50 on 18th Feb 2019.
Quite the most enjoyable flight I have experienced in years. Claire (only name I know sorry) and the rest of the crew were exemplary. My 5 year old son was allowed onto the flight deck to meet the pilots and prior to that nothing was too much trouble. I have never seen a crew be so kind, aware and engaged with children on a flight. Perfect start to a holiday, thank you! The flight was MT1796 from East Mids to Tenerife on 16/02/19.
Flight MT2854 ANU-BGI-MAN; This route is a complete joke via the Transit queues of Bridgetown airport when the flight you are using is being cleaned and checked. It started smoothly with check-in in Antigua then we boarded a flight which had arrived from Manchester but taking existing passengers on board from Manchester to Barbados as well which was part of our trip home. The plane was a mess with rubbish and the seat I sat on was wet from previous passenger which included two broken plastic cups and there was no service from the cabin crew. Once we arrived at Barbados we had to disembark for the plane to be cleaned, refuelled etc this was a shambles, we had to go through security again with only one x-ray machine and over 200 passengers using it, it took over 1hr 30mins to get through. Then when re-boarding the same plane we used the purchased seat for £35 the best available as emergency exit was fully booked and this was a complete joke no mention on the website of it being misaligned to the aisle, so my knee was constantly hit by cabin crew clumsiness with the trolley one even chuckled when it happened. (Easyjet short-haul feels more spacious) The entertainment is rubbish £6 for films on Sky & Amazon 3 months previous with shocking headsets, the food was small and i'll avoid James Martin food in future (flight in-meal creator) tasteless and bland with only one choice. I will definitely not use Thomas Cook in future and don't recommend them unless you don't mind 12 hours of discomfort and lack of service.
just returned from a holiday to Fuerteventura with Thomas cook very disappointed in the fact no reps ever near the hotel had to ask the hotel staff for times of transfer back to airport as there was contact in any way though they were supposed to let you know forty eight hours before hand
Travelled to Goa from LGW Premium Class,as a nervous flyer I was blown away with the crew and the aircraft! On boarding we were given a choice of either Orange Juice or Carver, on our seats were Blankets, pillow and a bag with eye mask,ear plugs,earphones, toothbrush and paste and hand sanitiser, the bag was one insulated so we used it the whole time in Goa to carry water and sun creams (great idea and touch) shortly after take off the trolley came out and beverages were offered again. The flight was great!!! We had a little turbulence over what I recall being the Alps and that was pretty much it. The crew were constantly checking to see if we were ok or if there was anything we needed. On landing at GOI the crew wishes us a fantastic holiday. On our return journey there was a slight delay boarding (not sure why) again a very pleasant flight felt safe and well looked after the cabin member “Jess” was so nice I can’t recall the cabin Managers name but he was great too felt very at ease. (We travelled on 18th January 01.55 from GOI please could you pass on my thanks to the crew) I have Been on many flights with various carriers but not on a long haul for many years but must say very good value for money and you feel very safe! We have already started our plans for January 2020 with Thomas cook. Thank you so much
GAVE ADVANCED NOTICE THAT MY WIFE WAS BLIND AND IT WAS RECORDED ON ALL HER PAPER WORK. 1ST JAN FLIGHT FROM GATWICK TO BANJUL NO ATEMPT TO ADVISE BLIND PERSON ON SAFETY( WAVING ARMS ABOUT AND SHOWING LIFE JACKET FITTING OR DOOR POSITIONS BY CABIN STAFF MEAN NOTHING TO A BLIND PERSON). THIS SITUATION WAS REPEATED ON THE 18TH OF JANUARY AT BANJUL BUT THIS TIME THE REALITY OF SAFETY INSTRUCTION HIT HARD WITH A BIRD STRIKE AND EMERANCY LANDING. AS I POINTED OUT WHEN WE TOOK OFF WITH A REPLACEMENT AIRCRAFT IT SHOULD BE LAW THAT IF NOTIFIED OF A BLIND PERSON THEY SHOULD GIVE SAFTEY INSTRUCTION REGARDLESS IF THEY HAD A TRAVEL COMPANION BECAUSE WHAT WOULD HAPPEN IF THE COMPANION WAS INJURED IN AN EMERGENCY SITUATION AND UNABLE TO INSTRUCT. WE FLEW WITH EASY JET THE FOLLOWING DAY AND AGAIN WE HAD GIVEN INSTRUCTION OF A BLIND PERSON ON THE FLIGHT IN ADVANCE AND A CABIN CREW MEMBER MADE HER SELF KNOWN TO THE BLIND PERSON AND WENT THROUGH THE SAFETY GIVING THE BLIND PERSON THE LIFE JACKET AND LETTING HER FEEL THE WHISTLE AND POSITION OF THE INFLATION DEVICE AND TOLD HER HOW MANY SEATS TO FEEL TO THE ESCAPE POINTS AND FINALLY MADE HER FEEL WERE THE CALL BUTTON WAS AND SAID IF ALL FAILS PRESS AND CABIN STAFF WILL BE AWARE OF HER SITUATION. WELL DONE EAST JET THANK YOU FOR A FIRST CLASS SERVICE TO THE BLIND, AS FOT THOMAS COOK I CANT PRINT THE WORDS THAT FIT YOUR LACK OF SAFETY INSTRUCTION TO A BLIND PERSON.
My family and I flew from LGW to GOA on Thomas Cook Airlines, (first & last time) economy 10hrs long-haul flight. We were totally shocked at the poor quality of the aircraft itself (A330 airbus) everything felt shabby and substandard. My tray-table was broken and taped-up with a hand written note saying 'do not use'. The toilets were out-of-order on one side of the plane, so passengers were queuing down the aisles for limited washroom facilities. Then to top it off, 3-4 hours into our flight, the right-hand engine developed a fault and we had to make an unscheduled landing at Frankfurt airport and switch planes which resulted in us arriving 12hours late at our destination. Credit to the pilot for landing us safely at Frankfurt, but I can't help but feel the aircraft barely met with health and safety regulations. On our return flight the cabin crew announced that the entertainment system wasn't working, so we had no in-flight entertainment the entire journey home. Even when it was working there is only a choice of four movies, you have to pay extra to access the rest. Extra leg room is a RIP-OFF DO NOT BOTHER PAYING OUT FOR THIS, the front row had people constantly cutting in front of them to queue for the toilets. Food was mediocre, also no complimentary alcoholic drinks, you have to pay for everything on top! Terrible, terrible, terrible!
Booked flights only to Lanzarote for May this year back in May 2018. Received an email in November stating that the booking had been transferred to SmartLynx (a Latvian charter airline). So not too bothered as it was sometime, same day. Just a concern as they were making changes to the booking so early. Then got another email at end of December stating we had been transferred to different flights, however these were departing and returning 5 days later than our original booking. Not a lot of good as we had a villa booked so would have had nowhere to stay for the last 5 days. When I finally got through to customer service, I was told that the flight had been changed for security reasons (how there can be security reasons 5 months before a flight wasn’t explained to me) but never any apology! I was then asked if I wanted a refund (which I have since received). I’ve now had to book with Jet2 which has cost me an additional £199 as I’ve booked nearer the departure date. Having had trouble with Thomas Cook before over a holiday to Cuba, it’s never again from me.
OK If You Dont Need Customer Service We have flown a few times with TCA and the flights have ok (what you would expect from a budget airline) but on the last flight we had a problem and had to deal with customer service who are terrible, they don't read or respond to emails or letters. I think there plan is if they ignore you enough you just go away, well we have gone away and booked with another airline. If the flight goes to plan you'll be ok but if you need to engage customer service then expect a long fruitless experience.
Thomas Cook Airlines is a travel service provider that specializes in offering package holidays and city breaks for travelers seeking affordable vacation options. Operating under the Thomas Cook brand, the company provides customers with a range of travel deals that include ATOL protection, ensuring financial security for holidaymakers. With a focus on transparency, Thomas Cook Airlines promotes low deposits starting from £39 per person and offers flexible payment plans without hidden fees. The company caters to a diverse clientele, including families, couples, and solo travelers looking for reliable and budget-friendly travel solutions. In addition to competitive pricing, Thomas Cook Airlines emphasizes customer support by providing 24/7 assistance to travelers during their holidays. With a price match guarantee, the company aims to ensure that customers receive the best possible deals on their travel arrangements.
This profile hasn't been claimed by the business owner.
