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.
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.
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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.
First time flying with Thomas Cook from Gatwick to Dalaman and I was pleasantly surprised. The airline decided to change the flight time to half an hour earlier, however I received an email about this the night before, the flight took off half an hour late as they were waiting for passengers. The aircraft was clean and the staff were friendly. I was allocated a seat which was by a wing exit, which had extra leg room. The flight was very smooth and comfortable, in flight entertainment was limited however this didn't bother me as I slept most of the journey. Cabin bag allowance is poor at 6kg, however there were no checks at the airport. Overall a very good experience.
Booked through on the beach which was bad enough Thomas cook won't let us book boarding passes until we get to the airport although flight was ten days away Also hidden extras. Cost they advertise is not what you pay also watch your luggage charges Worst experience in a long time by scammers
My mum was booked to go on a holiday to Las Vegas for her 70th birthday. Unfortunately she became ill and was unexpectedly admitted to hospital and has undergone major surgery. As per normal all airlines ticket are non refundable and her partner was expecting to lose all of the money for the flights. I called customer services and once I explained the circumstances, they offered a FULL refund and wished my mum the very best recovery. I couldn't hold the staff in higher regards after taking this worry away from my mum. Thank you so much. We will certainly be booking via Thomas cook for her trip when she is well enough to travel.
Boarded a flight to Mexico, ate their in flight meal and got horrendous food poisoning for 3 days for the duration of my trip. Complained to Thomas Cook and their lawyers said there's no proof it was the food that made me ill, which is utter rubbish. Since it was the direct cause! Disgusting attitude trying to get out of admitting fault. They DO NOT look after customers wellbeing just money making crooks.
Flew to South Africa with their first direct flight to Cape Town. They lost one of our bags and I put in a claim. They want original receipts or proof of ownership for each item claimed for and you can't list items collectively like clothing. How am I suppose to list and find proof of ownership for each item or piece of clothing I have packed into the bag. Put additional cost onto our holiday which was not accounted for. They are just typical corporate scumbags. "We lost your bag, but we don't really care" attitude. Made several calls for updates, but no response from their side, just runaround. As long as they've had your money they are happy, but try and make a claim and you'd be better off trying to get blood from a stone. Seriously hacked off!
Whatever the price, however cheap, its not worth it. Thomas Cook are essentially scam artists with an advertising campaign. Seriously, Avoid.
Thomas Cook Airlines only allow a hand luggage allowance of 6kg. That is not much I can assure you and completely inadequate for my wife and son. The alternative is to put a 20kg bag in the hold for £20. No option to upgrade hand luggage to 10kg. It amounts to an extra £120 for a party of three for a return flight. I only found this out from calling customer service as it was by no means clear from the confirmation email. Tried to book it online but was being charged £68 p.p. each way. Customer service at 8:30 am had an estimated wait time of 45 minutes!! Online chat was difficult to find and only popped up at the point of purchase. It took them 10 minutes to reply to question. Answer not very helpful or satisfactory. I personally will be AVOIDING THIS COMPANY from now on. It seems that the tail off in their middle-eastern business may be leading to them bleeding the customer in other departments. Not cool.
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.
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