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- claire w's review
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| Customer Service | 3.1/10   |
|---|---|
| Value for Money | 3.9/10 |
| Reviewer Rating | 3.3/10 |
| Overall Rating | 3.5/10 |
By claire w on 18th Feb 2008
| Have you booked through this tour operator before? | No |
|---|---|
| Customer Service | 1/10 |
| Value for money | 3/10 |
| Overall value | 1/10 |
 claire w's recommendation | |
We landed
The crew-rude sarcastic, snappy and miserable. Charged ££££££££ for everything, even water!
We flew with Thomas Cook from Gatwick to the Dominican Republic TCX65k 28/01/08.
The plane on the outbound flight was dirty, there was chocolate on the seats, bits of food down the sides of the seats, the magazines were few and far between and the ones we did have were old, grubby and covered in greasy food stains. Being a long haul flight we were advised to drink plenty of water of which wasn't offered and when we asked for it we were charged ££1.50 for a small bottle of water. On previous long haul flights we've travelled on (not Thomas Cook) this has always been a complimentary service, and is offered regulary. Most of the staff were rude and everything seemed like too much trouble except when it came to selling something, i.e. - duty free or drinks. They had no regard for passengers who were trying to sleep and were constantly banging in to passengers in the aisle seats with no apologies or concerns as they passed up and down the aisles, often with trolleys-one of our party had a trolley pushed over her foot whilst trying to sleep with no 'excuse me' or apologies afterwards. The aisles were often blocked with trolleys making access to the toilets difficult.
The earpieces were free!!!! but didnt work, however we were given replacements when asked(somewhat begrudgingly) but told if we were given a third pair (even though they didnt work in the first place) we would be charged ££2.50 a pair! We were also told to keep them for the return journey. We could not sleep on this flight at all and therefore arrived at our destination far from refreshed as the advert states. Im just glad we didint book our hotel with Thomas cook..the holiday was wonderful until the flight back.
The Return Journey -
We boarded the plane- it seemed clean and was a much better aircraft- all seemed well....
If possible the staff were considerably worse mannered on the return journey! I was scrutinised and almost yelled at for using the call bell for a glass of water (which we didn't get charged for) She snapped at me 'did you just press your bell?' Yes i said. 'what for, why?' I replied that id like some water...'hmmph' was the response as she stomped off down the aisle to get it and brought it back with no further communication.
A small child was sick on the floor on the way back, one of the stewards snapped at the passengers in that area ' who done this?' when told it was the child (i cant remember the exact words) but let them know she was not happy clearing it up. The mother then pointed out that this wouldn't of happened if there were sick bags supplied on the flight (like other airlines do) does a few paper bags really stretch the Thomas Cook budget that much?
Our evening meal was served at 10.30pm ish not the worst, not the best. The worst problem was the drinks came round long after we had finished our meals, by which time we were extremely thirsty. Hot breakfast followed around three hours later -lo and behold, people were trying to sleep and were not hungry after not long having dinner. Many of the passengers declined the meal getting the meal snatched back and usually a sarcastic comment. I heard one of the crew mutter '
The pilots in both directions (not sure if it was the same guy or not) was the most polite and happy member of the crew. Kept us informed of anything we needed to know and gave us a relatively smooth flight-even making us early on the way home!
All in all we had a fantastic holiday, besides the flights and would like to believe that this was a one off bad flight for the sake of future Thomas Cook passengers ( not us). But judging by the rest of the reviews on this site, it seems highly unlikely.
We have travelled many times throughout the world and this is the first time we have ever felt cause to complain - we are usually the type of people who keep quiet about minor faults, as no one is perfect (exept maybe United Emirates!) but Thomas Cook left us with the feeling that all they were interested in was our wallets, definately not customer satisfaction or well being.
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