The aircraft (787)
The booking & checking system was terrible: online check-in didn't work, adding a bag didnt work. When calling the helpline an unhelpful agent explained that 3 days before the flight I could neither check in online nor add a bag! I've never heard or seen this with any other airline. I was told I would have to pay excess at the airport, around 10GBP per kilo! When I asked to speak to someone else I was told there was noone I could speak to! So, one of the largest travel companies in the world has noone to speak to when you have a problem... think about that for a moment. I felt like I was in a Kafkaesque novel. Crazily, when I phoned back in desperation later that day, it was suddenly no problem to add a bag. At the airport it was a similar fiasco: Thomson insists on a ridiculous 5kg for the on-board luggage. Most board cases already weigh 2-3 kilos before you've put anything in them! Not just this, the case was weighed at check-in. Again, I haven't experienced this in years. So the not very competent check-in agent had me juggling weight between two cases, just to comply with the rules, rules which seem exlusive to Thomson. This was the worst pre-flight experience I have ever had, and I have flown more than 25 times a year on average for the last 20 years. Thomson needs to revise its website, procedures & customer service urgently.
Still sitting in the San Francisco airport With some luck l will be in Minneapolis by midnight
The aircraft ergonomics and layout good, the cabin staff etiquette and service attention excellent, great cleanliness of cabin and on board toilets, and considering space limitations and high number of passengers the food and refreshments were excellent. Makes B.A. look second rate. Again excellent driving by those at the pointed end.
Ground staff at departures at Montego bay were a little aggressive and arrogant. Dont know where the hell the 787 manufacturing plant got their seat designers from, but they certainly didnt get a degree in human anatomy, I guess they thought the plane would only get short haul usage i.e. two and a half hour flights......seating most unconfortable!
Took off on time and landed early
Easy boarding with no wait time, very straightforward transfers to hotels on arrival with Thomson organised coaches.
Very small and confined seats led to an uncomfortable flight. Cabin crew were not attentive.
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