Just come back from a wonderful week at the BPCA, and as always wonder at the efficiency of the Thos Cook team. Although the Thos Cook website said it was not possible to check in online for the homeward journey we managed to do so with no problem and printed our boarding cards. In resort we got a leaflet from the rep saying that for £15 pp we could fast track check in. I told the rep, Brendon, we had checked in online and so would that be as quick? He said this made no difference to the speed of check in as the airport did not have a bag drop lane. I expressed surprize at this but he was insistant. We got to the airport on Friday morning and it was chaotic - busier than I've ever seen it. We queued for half an hour, then I asked a Thos Cook airport rep if there was a bag drop off - yes there was. We accordingly queued again. There were over a dozen Thos Cook flights going out within about 2 hours and security was packed.
Our flight was not called, and eventually we were told it had been cancelled and we were to stay overnight in an hotel. Communication from Thos Cook was appalling during this time - no-one knew where to collect bags from, what was going to happen etc. We eventually got home 18 hours late.
I know Thos Cook are still in a precarious financial position and therefore sacrifice customer comfort for maximum profit, but an extra week learning people skills for their resort and airport reps would be a fantastic idea!