Thomas Cook Airlines Aaaaarrgghhh!

Hi all, I booked TC airlines last July for our trip in September this year. I booked 4 adult seats economy outward and 4 premium seats return, wheelchair assistance for DH. I received 2 confirmation emails on booking and another 2 in September when the return flight was pushed back time wise. Premium class confirmations show priority check in/bag drop, 46kg hold luggage and 10kg cabin bag, bigger seats, better meals, etc.

I then this year got an email saying the flight would be operated by Condor Air, then another saying it wouldn't.

About a month ago I tried to change my meals online to low carb/low sugar (thought diabetic would be the closest fit) but couldn't get in to my booking. I emailed them with the log in issue and to ask to change my meals and they said I had to call. So I called them only to be told by a very hard to understand man that there were no diabetic type meals on the return Premium class menu. mm. I told him to leave both as standard. Yesterday I got an email saying they had changed my meals to gluten free and I could check this online now. Apparently they moved to a new system recently and everything went down the tubes!

Today I logged on to check my booking and saw a few things on my section that I hadn't booked - second bag outward £50, priority check in for me alone £15. With two kids (18yrs and 21yrs!) and a disabled husband with a wheelchair why would I want priority check in for just me??? The total cost is more than I paid and which shows on my original confirmations so I called when I got in from work tonight. 40 mins on the phone to another hard to understand man who told me I had definitely booked these add ons and that actually I should be paying more for the second bags for all of us on our return. I explained we had Premium class and 46kg - he said yes but that's only 1 bag each, you pay for the second bag. I assured him I knew the baggage handlers weren't allowed to handle bags that heavy so how was that possible?! He went away twice to check with other people and finally came back and told me that he thought the costs were a system error and I should check my card statement as he was sure I hadn't been charged these extra costs. He then said the T&C had changed and Premium now only included one bag of 23kg but as it was more when we booked it would still be 2 bags for us.

Can anyone confirm any of this new info and has anyone any recent experience of flying TC? Please reassure me the flights are better than the 'help' line!!

We just booked with Thomas cook airlines a few week ago and still was told it was 46kg in premium !! It was what made us even consider it. The phone line is crap I wrote on fb and somebody from customer care contacted me and sorted all our problems , try that.

We have had to cancel, rebook, add airport assistance . Could never even get through on the phone line. They did have problems rebooking as non there system prices were matching the prices shown online!!

I have not logged in to mine for a while!

That sounds shocking!! I would be flipping out, I haven't personally flown with them but even so, if you have documentation originally they surely have to stand by that without any cost being charged to yourself. Keep on at them and try to stay calm, I write down all the points I want to discuss when I'm liable to get a little stressy so I can work through them and not miss anything due to the increase in emotions! You are also correct with the bags, I'm sure they can't handle anything upward of 25kg! I recall checking in with virgin at downtown Disney and being overweight in 2 of our 3 cases, she let me repack just asking that all 3 were under 25kg. Keep us posted!!

Just checked our booking and its 1x32kg per passenger in premium with TC

Well, I'll be able to tell you how they are in a week's time! I checked on the online system and while most of it is still wrong they have now got our seat numbers correct, I was prepared for a heated discussion on the plane!

Will keep you updated.
Xx