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.
I found out that it's not possible to complete a booking online if you have a 2 letter surname. Apparently this is an issue to do with the airlines' systems. When I asked Thomas Cook for help on Twitter, their staff was very helpful. They called up the airline and made the booking on my behalf. I certainly went from a very angry customer to a very happy one!
Tale of two companies. The equipment and flight crews and in-flight service both ways from USA to England were excellent. However--that's a different company and this is what's disappointing. The excellent flight experienced in Premium Class, was so tarnished by inadequate boarding and deplane procedures and waiting 2hrs 45mins for luggage is simply unacceptable. Not to mention a ground crew that directs the plane to the wrong equipment stop-line at the gate. And you know what happens next. I truly hope Leadership leads as the flight crews waited just like the passengers--for boarding and luggage.
I booked a flight from Mahon to London Gatwick and my expectations were not high; the flight cost was only £25. Onboard the experience was very efficient and the flight attendants were very friendly. We took off on time and landed 22 mins early. Snacks and drinks were not cheap; but they never are on airlines. All in all; I was impressed.
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Having read some of the poor reviews had to have my say. Flight Gatwick to Cape Town March 18 to visit family. Plane was refurbished A330, arrived 3 hours early no que at check in and friendly staff, took off on time and had a smooth flight, seats not bad and better than BA 747 that I normally use, meal on way out quite good but had to pay for drinks, in flight entertainment limited but you could pay £5 extra for premium package the actual screen was excellent again far better than the BA747 ( that is normally faulty). Landed In Cape Town 10 min early. Return flight delayed 20 min due to problem loading food but landed at Gatwick 5 Late, The trip was far cheaper than BA and having flown SAA,BA, and Virgin I would recommend TC based on price and service and have booked again for January 19.
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.
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.
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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