ManuelMC/dataset_scraping · Datasets at Hugging Face

Airline stringclasses 16 values	Review stringlengths 6 5.97k	Rating int64 1 10
EasyJet	As with many other customers I have been frustated after hanging onto the line for a very long time!! During my last call I started scrolling through the reviews and found someone who used the phone number 03303655030 and they got through within 10 minutes so I tried it. Amazing!! Phone answered within 10 minutes, lovely customer assistant and refund fully processed within minutes. Worth a try.	3
Ryanair	As with many others , awful service, constant delaying tactics since March for a refund , now they Only refund half of what they said they would , Another 3 month battle now doubt , I will never use Ryanair again	1
Lufthansa	As with many others, my luggage from Tokyo via Munich to London did not turn up at LHR due to "there is no one to load luggage" being the reason. They announced this without any shame. My insurance company laughed his head off when he heard this excuse, calling it "never heard of any such incidence in my 30 years working in insurance." After days of tracing it, mysteriously my forwarding address registered online disappeared, after I received an email stating it had been located and has been forwarded to be delivered at my hotel in Leeds. I am only going to be here until the 6th as indicated, still no sign of the suitcase anywhere and the online tracking is now stuck somewhere since 3 Jan. Their call centre agents claim "yes, I will make an urgent note and cc you on the email", when the email turns up it's only addressed to myself and no one else. So - who did they actually make the urgent request to??? Taking money then not delivering the service ie to deliver the passenger AND their luggage, is called theft if not fraud. Oh their call centre number no longer works either. And this is a German standard? Poor.	1
Lufthansa	As with many people flights cancelled (31 March 2020), been assured refund has been sent to be processed...now 26 Aug 2020 no refund, customer service non existent/unhelpful.Sympathetic to the unusual circumstances we find ourselves in but all the other airlines I had cancellations with have refunded and let's not forget the billion Euro bail out from the German government.Won't use again and would suggest others look for airlines who have maintained their integrity during this crisis	1
Vueling	As with other reviewers we have only bad experience to report. Our flight from Schipol to Catania on the morning of Tuesday 28 June was candled, just 30-minutes from boarding: no reason given; no Vueling staff to be found anywhere...The only way we could get any information was to login to the Vueling website - just as well we mad the means to do so, not everyone would have... The website gave no reason for the cancellation, it simply informed us that we were to fly that evening to Rome, and then the following day to Catania!We were fortunate enough, at some expense, to get an EasyJet flight to Catania. Something that we wish we had planned in the first place! Well, once bitten twice shy, we will not use Vueling, and that is the best recommendation we can give for this cowboy company...	1
Ryanair	As with others Ryanair cancelled my flights and I've waited for confirmation of my refund request being accepted,be aware this will then take a minimum of 20 working days to then process the refund and I can't even get them to confirm the refund has been accepted for flights they cancelled!After another 3 hours and 20 minutes on hold on live chat today and not getting to speak to anyone I've given up and contacted my credit card company for a chargeback to be applied..This appears to be the quickest way to be refunded..In the current circumstances I would have been happy to wait for a refund, but not being able to contact anyone is completely unacceptable...even in these unprecedented times..	1
Ryanair	As with so many others I am still waiting for my refund for flights from April/May. I was prepared to expect a delay and would still be ok with that if Ryanair had played nice with us. However, their dirty tricks of keep sending a voucher, making it almost impossible to refuse it, and now saying it's probably a third party who has got my money (impossible as I booked direct) has incensed me to the point I will not book with them in the future. I have now completed three online complaint forms and one personal registered letter to Michael O'Leary (I should've saved the Â£6 postage for the good it did). They are the only company I hope actually collapses because of the virus.	1
EasyJet	As with the person before me said, to charge for overhead baggage and to mask it with the explanation it's to avoid delays is a bit stupid. Come on now, we all know you need to make some money, just be honest about it and perhaps add it to the fare. This is a Ryan Air type of tactic, don't lower yourselves to that level. Other than this my overall experience with easy jet has been very positive over the years, certainly better than BA by a long way!	4
Grupo AirFrance-KLM	As written below, on October 23rd 2023 I was planning to fly from Bologna to Amsterdam but the night before KLM decide to cancel the flight, without any chance to book another one ... also with AirFrance.Then, after losing a week of business for this and asked for clarifications, I have received just an email by them.Answering to that address, always a message inform me that the address in unvalid ...then ... after some days, further emails repeat the same ... but always the same results ...Now, after few months, no news.From the customer care no answers and since then, I'm flying to Amsterdam using different flag companies .	1
Lufthansa	As you can probably see from these reviews Lufthansa seems to have gone down hill rapidly and unfortunately my experience has been horrendous and i would advise anyone to consider alternatives before booking with these guys.My issue came about last December trying to fly to San Francisco via Frankfurt (from LHR). I checked in online no issues and paid extra for bags. When i went to the bag drop at LHR i was informed that the German government rules for entry had changed overnight and my lateral flow test wasn't valid anymore. I was literally transiting through Germany for 60 mins. When i checked both the German and British government websites, they both specifically said my lateral flow test WAS VALID for transit and my travel insurance has since rejected my claim on the basis that this was the case and the airline should refund me as they are in the wrong. I called Lufthansa for my refund however they refused to refund my flight.Lufthansa failed to offer me any alternative (after several hours of queuing) and in the end Virgin Atlantic saved my day but I was Â£1600 out of pocket.The customer service is literally 0 out of 100. I will never fly with Lufthansa again and in the past i had used them several times and always found them reasonable.Feels like the company is on its last legs or something. Avoid.	1
EasyJet	Asad was a very helpful and Knowledgeable staff member!	5
EasyJet	Asad was amazing. He was very helpful, very polite and nice. I wish everyone would always communicate so willingly. Thank you very much for all the help.	5
EasyJet	Asad was vey polite and helpful and answered all my questions	5
EasyJet	Asahar the customer service representative was extremely helpful and patient. He was able to rectify my booking issue immediately and was very polite throughout, although it was an error on outside. The chat was easy to use and I received useful information quickly.	5
EasyJet	Asanda was PERFECT, persistent in asking questions, even if it looked like redundant, but got to the correct answer and helping me. Polite, patient and very good helper. Dealing with foreigners (like myself) the writing and explanation it is not always clear, so Asanda questions and explanation was clear and polite. Show professionalism.	5
EasyJet	Asanda was my customer advisor, and she gave me an amazing, quick and supportive service. Thank you again!	5
EasyJet	Asanda was very helpful and dealt with my issue swiftly and effectively. Thank you very much	5
EasyJet	Aseel great customer service, I had to contact Easyjet to solve a booking issue and Aseel was really quick to manage my issue, I am most grateful to Aseel and the team!	5
EasyJet	Aseel was amazing - so so so helpful, honest and kind!!! thank you again so much	5
EasyJet	Aseel was excellent	5
EasyJet	Aseel was polite and helpful and managed to help me get a great resolution to my issue!	5
EasyJet	Aseel was so friendly and helpful! They helped me rebook a flight and they were so nice, lovely experience, thanks so much for this - what a lovely human being!	5
EasyJet	Aseel was so incredibly helpful. I found myself in a pickle with passenger details and was nearly going to cancel the ticket all together. Aseel took my issue and sorted it all out on their end promptly. Please give this person a pay rise :)	5
EasyJet	Aseel was the best, 10 star. Brilliant person, solved everything in seconds. Thank you	5
EasyJet	Aseel was very helpful, understood my problem well and helped me find a great solution, thank you so much	5
EasyJet	Aseel was wonderful and helped me with my query very quickly!	5
EasyJet	Aseel, did everything to make sure my issue was addressed swiftly and smoothly. The perfect representative for EasyJet.	5
EasyJet	Ashfar was really easy to talk to and quick at resolving my issue with helpful answers	5
EasyJet	Ashraf from easyjet company that i chated with is really rude and not helpful.He didnt helped at all ,just ended the conversation.I had so many problems in Paris on my way home becouse of luggage that i paid for .And i needed to pay again.No refound, no nothing.Only " Sorry ,we cant help you"And how can i recommend easyjet to someone..	1
EasyJet	Ashraf was amazing and very efficient in dealing with my query.	5
EasyJet	Ashraf was extremely helpful and completed my request immediately.I have an issue with trying to contact easyJet with this issue as I've never used the online chat before and it is difficult to answer the CSAs questions quickly when they respond. Would be much easier to speak to someone over the phone. I have never had issues booking or flying with easyJet before.	4
EasyJet	Ashraf was incredibly helpful and made sure everything that needed rectifying was correct	5
EasyJet	Ashraf was really helpful	5
EasyJet	Ashraf was really helpful and got the requested changes smoothly	5
EasyJet	Ashraf was really helpful. Prompt service	5
EasyJet	Ashraf was really snappy and quick in checking my booking reference and processing the refunds for me. Great work on the management team for setting up this kind of support 24/7.	5
EasyJet	Ashraf was very helpful	5
EasyJet	Ashraf was very polite giving me information about my concern!	5
EasyJet	Ashraf wasn't very helpful and he/she was sarcastic. I was waiting to talk to someone for an hour and he/she ended the chat without helping me or even informing me he/she was about to end the chat. Unacceptable!!!	1
EasyJet	Asi was very good at helping with disrupted flight. He was able to sort flight details out very fast	5
Ryanair	Aside from the poor value for money once all the additional extras like hand luggage had been taken into account, the whole experience with Ryanair (our first and last) was pretty poor. Despite there only being one scheduled flight that day between Stansted and Kefalonia, we were delayed both ways. Outbound by 2.5 hours and 2 hours coming home!?Outbound flight:Kept waiting between the gate and the aircraft for 45 minutes in the heatNo running water on the aircraft itself!No offer or concession for the aboveThen ignored by the cabin crew when they eventually served some refreshments, only to be told that we must have somehow missed the member of staff who was serving. I pointed out that she had gone straight past our section of the plane and hadn't asked anyone including ourselves if we actually wanted anything to drink. They even argued the fact that this had happened, which was quite unbelievable. But clearly they had understocked the refreshments and had decided to miss the rear section of the plane to try and account for this. Shocking lack of politeness and customer service. Will never fly Ryanair again due to their complete disregard for its passengers and their in-flight comfort and experience.Just a complete rip off and an awful airline.	1
Ryanair	Aside from their hidden charges and website designed to confuse people who are less digitally confident (exploitative) their website has a bug preventing payment. If you try and pay over the phone it costs an extra Â£15. Payment seems to work on the app but again this suggests exploiting those who are less digitally confident. Not an ethical company.	1
EasyJet	Asked could we be allocated seats together, as I have a fatal peanut allergy, and would like to sit next to my Dad. They said I'd have to pay for seats together. Poor communication throughout and didn't understand my request. Never got resolved.	1
Ryanair	Asked for a cash refund, but they gave a voucher instead. After battling them, they have agreed to do what is required by law - but are now suggesting they can't refund me until after all social distancing measures are relaxed. Had they not tried to trick passengers into foregoing their refunds, I might have been able to give them the benefit of the doubt, but given other airlines have managed this, and that they could process refunds from countries other than Ireland if they wished, I can only assume that their main motivation is to keep funds as long as possible.	1
EasyJet	Asked for a copy invoice for extra bag and leg room that I just paid for. Got told by Easyjet Customer Service that they could not provide it and I need to go to back to the original travel company that made the booking even though I had just paid for it under a separate transaction!	1
Vueling	Asked for a refund due to a flight change, never got the money back. Fraud. Worst airline ever.	1
EasyJet	Asked for a refund for a bag that I am not taking 6 months before I fly and I can't have it refunded?	1
Ryanair	Asked for a refund thee times already and told them i don't want a voucher. Guess what I received? Indeed, a voucher.........Now they say we will get our money back after the corona crisis instead of this month. Unbelievable. We are very angry! We want our money back.	1
Jet2.com	Asked for assistance and it was not a problem staff always more than happy to help, that's why I fly jet 2	5
Ryanair	Asked for Â£30 money for service I ordered by NOT knowing, that child's pram is included in the price. First time ever flew with my 2yo daughter... Explained it to customer service, but hey! They like to put their T's and C's in your face. I asked if it's their company policy to take money no matter what. And guess what? They replied: I'm so sorry, but yes!They don't even hiding that.. What a rubbish company with even more terrible customer service. Hope you became more rich having Â£30 for free. You make me sick.	1
Ryanair	Asked if need to check-in bag and we were told not necessary as per our bag are standard cabin bags.Got to gate and we were told bags breached size by 1 cm .We had pay 150 extra though we had already paid. We've been travelling with Ryanair for 13 years at least 5 of those with the same cabin bags.Attendant also was extremely rude with us ID LIN0170 Mr. LIN YOUNG got some Xmass bonus. Anyway, Ryanair just lost a long term customer for this! Well done.	1
EasyJet	Asked me same questions 6 times not helpful at all ðŸ˜¡ðŸ¤¬	1
EasyJet	Asked me to send something, but after sending email, get an automated reply, telling me the account isn't monitored, ehhhhhh !!!!!Having been given a number on the email when trying it, tells me it is not valid (0330 365 500) so chatted with a chatbot ? Eventually got correct contact info, Easyjet certainly do not make it easy to contact them !!!	3
Grupo AirFrance-KLM	Asked several times to give me aisle seat and the ground staff confirmed on the same. When I get on the flight, I get to know I'm on the window seat. Now, I'm stuck in the last row, sitting on a seat that I didn't want in the first place.Thank you KLM for ruining my journey	1
Grupo AirFrance-KLM	Asked three time for some water... answer "one moment" and did not get one.Asked for vegetarian meal, got beef.The purser hit my head two times.The movie choice of the entertainment system is really outdated.Planes are worn out.Never again	1
Jet2.com	Asked to board early, plane delayed over 2 hours, sat on plane very hot and had to ask for a drink of water as wasn't offered.	2
Ryanair	Asked to check in online. Tried online, overly complicated process asking for signature uploadsâ€¦Tried on the app which worked.At first it said it will generate boarding but never did.Tried to check in at the airport, they charged me Â£55 because their app doesn't work and couldn't generate the boarding pass.This was done around 12 hours in advance of the flight purposefully to avoid that. Still happened. Scam airline with a complicated checkin process so they can charge insane rates at the airport to simply print the ticket. Insanity. Will not be using in the future. Hope they go out of business.	1
Wizz Air	Asked to pay a charge of 96 euros for the two of us to check in at the baggage check in about 3 hours before flight departure. Told we could save this money if we checked in online in the next 20 minutes. Found online registration too difficult and the app crashed. Ended up having to pay the 96 euros. Feeling scammed!	1
EasyJet	Asked to remove suitcase from booking we had prepaid for on a flight 3 months away but was told it was not possible and no refund would be provided. Also won't refund flights if need to cancel them. Apparently they are a 'no refund company'. Worth bearing in mind before booking with them.Update: I have emailed EasyJet with the information they requested to their Trust Pilot team so they can look into this.Update: EasyJet Trust Pilot Review team responded that they have a no-refund policy on flights and additional services such as prepaid luggage. WASTE OF TIME ASKING ME TO CONTACT THEM!	1
Grupo AirFrance-KLM	Asking for a checkout luggage when the policy for the economy class is included luggage. Will not recommend when comparing to Air France or Norwegian.	1
Grupo IAG	Asks you over and over again to check in online. you try to do so and it just says no. no reason given. tried using a luggage collection service which i have now lost the money for because they cant collect without a boarding pass. and now have to pay expensive taxi on top. Â£150 cost because BA cant figure out online check-in. seems a safe bet that they wont be paying me back for it.	1
Jet2.com	Assistad travel was excellent and times were great no problems	5
Jet2.com	Assistance at airport very good. Cabin crew very helpful.	5
EasyJet	Assistance came very fast and was very attentive. It was obvious that I spoke to a human with a heart. She attended to my needs and exceeded in her help. Thank you very much!	5
Jet2.com	Assistance enabled me to 0ass through airport confidently	5
Jet2.com	Assistance through airport was excellent both at Tenerife and Birmingham. Cabin staff were good and captain's voice was cery clear when speaking to us. Good journey and very good landing onto runway.	5
Jet2.com	Assistance travel excellent	5
Jet2.com	Assistance was exemplary at both Leeds and arecife, customer service excellent- without doubt jet 2 are a step above all other UK airlines.	5
Jet2.com	Assistance was extremely well organised this time.All day breakfast was superb as usual but could the baked beans put anywhere but with the omelette! The omelette is no longer superb while dogged with baked beans	4
EasyJet	Assistant sorted out my issue.	5
Jet2.com	Assistant travel a huge plus ,could not fault the service at both destinations.Crew were very efficient and charming on the plane.	5
EasyJet	Assistant was very great and helpfulHelped my quickly and efficiently to resolve the issue and genuinely provided help	5
EasyJet	Assistant was very helpful. But had to wait a long to to speak to her	4
EasyJet	Assistant was very kind, straight to the point, positive and informative about the rules.	5
Jet2.com	Assisted access was excellent as were the crewUncomfortable cramped seats for a 41/2 hour flight	3
Jet2.com	Assisted at airport which could not be faulted, so helpful. Flight on time and very smooth. Would definately recommend.	5
EasyJet	Assisted by Lamees who was prompt, courteous and helpful. Most impressive.	5
Jet2.com	Assisted help was absolutely amazing by Jet 2. Thanks	5
Jet2.com	Assisted passage greatThank , on time ,pleasant staff	5
Jet2.com	Assisted passage used for the first time. Excellent. Both at Birmingham and Faro!	5
Jet2.com	Assisted passage was welcome and worked well on the outbound flight. Not necessary on the return flight as minimal distance from plane to terminal building.Thank you to staff.	5
Jet2.com	Assisted passage went like clockwork. Just made traveling so easy for an old person.	5
Jet2.com	Assisted passage worked well and was good	4
Jet2.com	Assisted travel is dealt with very well and is important to people needing assistance.	5
EasyJet	Assisted very quickly and efficiently. Very easy	5
EasyJet	Assistent kindly helped me	5
Vueling	Assistentes de bordo incompetentes e mal educadas. InformaÃ§Ãµes incompletas. Atrasos. Desconforto.Os piores voos de sempre.	1
Grupo IAG	Astonished to get a text from BA this morning advising me of upcoming strikes on the underground. No idea how they got hold of my mobile number.1. I do not live anywhere near London and have not been to London since 1999.2. I have never used BA or any subsidiary of BA and I do not fly because of environmental concerns3. I always disable cookies and my settings are adjusted to refuse tracking etc.Not at all happy with this so have emailed the big cheese.Since my initial post I have been plagued by texts from BA Flight Ops. and BA Global Flight Ops. No phone number attached so unable to call/block. Several more emails to the CEO elicited absolutely nothing. Much time wasted trawling the Internet trying to find a contact number. Eventually found a Hotmail address for someone and that prompted action. I appreciate someone has made a mistake inputting a mobile number but all in all this took 3 weeks to sort out. Finally a response to my cease and desist email....	1
Vueling	Asturias to Basel via Barcelona. The website didnâ€™t let me do the checkin, got the tickets at the desk in Asturias. I got middle seat people in the flight Barcelona/Basel, tried to change it in Asturias, Lady over there said canâ€™t do try in Barcelona. Lady in Barcelona said canâ€™t do, you should have done it in Asturias. So, basically I am willing to pay more for my window seat (and they said there were available) but there is no possible way to get it, poor customer service.	2
Air Europa	Asuncion to Madrid. I was expecting a rough ride from reading reviews. Although some aspects were confirmed as being bad (ground service was chaotic on the way out, the seats were extremely cramped) others were either tolerable (food) or even good (cabin staff service). I think that the cabin crew are making an effort to improve. On the way out the air-conditioning fell out after boarding and the passengers became restless and then angry, it was the cabin crew that had to take the brunt of their anger. They tried to patch things up by serving iced water. They showed professionalism. I have never encountered such cramped seats before. I don't think it is advisable for tall people to fly with this airline. Although I am not particularly tall, I kept bumping my knees against the seat in front of me and had to deal with the man's anger.	5
Grupo IAG	At 0148 , the day me and my family were due to fly on holiday - BA send me a message to cancel my flight - completely ruining a holiday that me and my family had been looking forward to	1
Ryanair	At 10pm I made an online bike reservation for â‚¬60 on an existing flight I had booked in September (Fuerteventura to Luton) and 5 mins after I made this booking I realised I had reserved the bike on the wrong flight.It was meant to be for a flight I had coming home (still Fuerteventura to Luton) in October.The phone lines had just closed so I emailed customer services straight away (10 mins after making the reservation) and also called them at 9am the next morning as soon as phone lines had re-opened.Exceedingly annoyed that they would neither issue me with a refund for this mistake or move over the bike carriage to the correct flight which was 5 weeks later.Really poor customer service and I will definitely be choosing another airline in the future.	1
Grupo IAG	At 22.30 tonight we got a text message from BA informing us the flight for our family holiday tomorrow has been cancelled. We have been offered a flight over 24 hours later with a connecting flight via Rhodes. You can only imagine how dissappointed our children are.I am trying to talk to someone at BA to discuss options. I've been on the phone for 45 minutes and still haven't spoken to anyone.A few weeks ago it took 90 minutes to speak to someone to change a flight.I have been loyal to BA for many years travelling 2-3 times year.Whenever I fly the flight crew are great. The service leading upto the flight is getting worse and worse.Their website is amazing sometimes it tells you they are too busy to sell you flights.Actually trying to speak to someone is horrific.In the future I will be looking at other flight carriers. Avios or not. Sorry BA. You are getting worse.	1
EasyJet	At 23.35 i had a call from Abdullah, he took me through security then went off the line.	1
EasyJet	At 5.32pm, I asked if there was still a problem with the website as I was unable to check in. I was receiving an error message. I even included the error code I have been receiving for the last 36 hours. I had no response until Fadi contacted me at 10.25pm. He didn't answer my question, just asked me for my booking reference. Chocolate Tea Pot comes to mind.	1
EasyJet	At 69yrs old this was my first flight ever and was terrified but the cabin crew and Captain reassured me and invited me into the cockpit. Such thoughtful and caring people. Thank you Easy jet	5
Grupo IAG	At 7.54 am on the day of travel whilst driving to London Heathrow I received an email advising my flight had been cancelled. I was offered an alternative flight with American Airlines which I had no alternative but to accept as I must travel today. I was flying to LA to see a family member who is end of life. The American Airlines desk downgrade my cabin from premium economy to economy. Tried 3 times BA provide telephone number, total useless, no help, given me wrong email address for sending my complains given to me in the email. I have been a BA frequent flyer for decades and have been a loyal customer. I now find I am travelling 11 hours in Economy without even the possibility of a refund let alone an upgrade. This is completely unacceptable. What has happened to this company? I have had better treatment from Ryanair.	2
EasyJet	At 76 years of age, I did have every intention of attempting to reclaim the Â£39.99 I had been charged at the gate for my carry on cabin bag, being told that as it had wheels I would be charged despite using the same bag pretty much every month for the last five years since buying a small apartment in Spain.Having read all the negative feedback on this site, I won't bother but I will he looking for alternative flights in future.Now, at 06:4am you kind of think that when the check in girl lies to you saying "they changed the policy of wheeled bags in November" that she wouldn't be telling lies.Upon arrival at my accommodation it transpired that she was, as my confirmation said that the size includes handle and WHEELS !After more than 100 flights over the last five years it appears that Easyjet have now little interest for repeat business so I for one, will not be too surprised when this airline "crash and burn".	1
EasyJet	At Belfast airport departure time flight has just left Luton airport minimal information given ruined a family evening in Newcastle will never use this company again absolutely useless	1
EasyJet	At Berlin Brandenburg Airport I had a flight to Luton booked. I arrived at 6.45 for the 9.10 departure. The queues waiting for baggage check were horrendous which is the fault of the airport and it being Monday morning rather than Easyjet, time vanished, I got lost and I discovered that I had missed the flight.So I bought a replacement, to Gatwick, with Easyjet, and left plenty of time to get to the gate for 2.55 departure.When I cleared baggage check I was absolutely dumbfounded to see on the readouts that the flight was delayed till 20.15!!I waited in those lounges and halls and corridors and then saw that it was delayed again, till 20.45.When I finally got to my seat the captain apologised for the delay - it was an engine problem and they got another plane.An interesting thing was that there seemed to be no anger or resentment as far as I saw in the other passengers.The Easyjet crew were so pleasant and good natured about it that I thought there-and-then - that they didn't deserve for me to try to get any recopense for my idle hours.They clearly wouldn't have left it so long if they could possibly have avoided it.When I arrived home I researched EU261 flight compensation and discovered thatbecause of the 5 hour wait I could get enough money to pay for my whole weekend - Â£220So, naturally, I applied for it.Within 5 minutes I received confirmation of payment from Easyjet.This surprise benefit has more than reimbursed me for those 5 hours hanging about people watching.I feel moved to praise Easyjet for the service I received and as far as I am concerned they did a good job and I had a pleasant flight and I am very happy that my holiday was paid for, because of that considerate European law.	5

EasyJet

As with many other customers I have been frustated after hanging onto the line for a very long time!! During my last call I started scrolling through the reviews and found someone who used the phone number 03303655030 and they got through within 10 minutes so I tried it. Amazing!! Phone answered within 10 minutes, lovely customer assistant and refund fully processed within minutes. Worth a try.

3

Ryanair

As with many others , awful service, constant delaying tactics since March for a refund , now they Only refund half of what they said they would , Another 3 month battle now doubt , I will never use Ryanair again

1

Lufthansa

As with many others, my luggage from Tokyo via Munich to London did not turn up at LHR due to "there is no one to load luggage" being the reason. They announced this without any shame. My insurance company laughed his head off when he heard this excuse, calling it "never heard of any such incidence in my 30 years working in insurance." After days of tracing it, mysteriously my forwarding address registered online disappeared, after I received an email stating it had been located and has been forwarded to be delivered at my hotel in Leeds. I am only going to be here until the 6th as indicated, still no sign of the suitcase anywhere and the online tracking is now stuck somewhere since 3 Jan. Their call centre agents claim "yes, I will make an urgent note and cc you on the email", when the email turns up it's only addressed to myself and no one else. So - who did they actually make the urgent request to??? Taking money then not delivering the service ie to deliver the passenger AND their luggage, is called theft if not fraud. Oh their call centre number no longer works either. And this is a German standard? Poor.

1

Lufthansa

As with many people flights cancelled (31 March 2020), been assured refund has been sent to be processed...now 26 Aug 2020 no refund, customer service non existent/unhelpful.Sympathetic to the unusual circumstances we find ourselves in but all the other airlines I had cancellations with have refunded and let's not forget the billion Euro bail out from the German government.Won't use again and would suggest others look for airlines who have maintained their integrity during this crisis

1

Vueling

As with other reviewers we have only bad experience to report. Our flight from Schipol to Catania on the morning of Tuesday 28 June was candled, just 30-minutes from boarding: no reason given; no Vueling staff to be found anywhere...The only way we could get any information was to login to the Vueling website - just as well we mad the means to do so, not everyone would have... The website gave no reason for the cancellation, it simply informed us that we were to fly that evening to Rome, and then the following day to Catania!We were fortunate enough, at some expense, to get an EasyJet flight to Catania. Something that we wish we had planned in the first place! Well, once bitten twice shy, we will not use Vueling, and that is the best recommendation we can give for this cowboy company...

1

Ryanair

As with others Ryanair cancelled my flights and I've waited for confirmation of my refund request being accepted,be aware this will then take a minimum of 20 working days to then process the refund and I can't even get them to confirm the refund has been accepted for flights they cancelled!After another 3 hours and 20 minutes on hold on live chat today and not getting to speak to anyone I've given up and contacted my credit card company for a chargeback to be applied..This appears to be the quickest way to be refunded..In the current circumstances I would have been happy to wait for a refund, but not being able to contact anyone is completely unacceptable...even in these unprecedented times..

1

Ryanair

As with so many others I am still waiting for my refund for flights from April/May. I was prepared to expect a delay and would still be ok with that if Ryanair had played nice with us. However, their dirty tricks of keep sending a voucher, making it almost impossible to refuse it, and now saying it's probably a third party who has got my money (impossible as I booked direct) has incensed me to the point I will not book with them in the future. I have now completed three online complaint forms and one personal registered letter to Michael O'Leary (I should've saved the Â£6 postage for the good it did). They are the only company I hope actually collapses because of the virus.

1

EasyJet

As with the person before me said, to charge for overhead baggage and to mask it with the explanation it's to avoid delays is a bit stupid. Come on now, we all know you need to make some money, just be honest about it and perhaps add it to the fare. This is a Ryan Air type of tactic, don't lower yourselves to that level. Other than this my overall experience with easy jet has been very positive over the years, certainly better than BA by a long way!

4

Grupo AirFrance-KLM

As written below, on October 23rd 2023 I was planning to fly from Bologna to Amsterdam but the night before KLM decide to cancel the flight, without any chance to book another one ... also with AirFrance.Then, after losing a week of business for this and asked for clarifications, I have received just an email by them.Answering to that address, always a message inform me that the address in unvalid ...then ... after some days, further emails repeat the same ... but always the same results ...Now, after few months, no news.From the customer care no answers and since then, I'm flying to Amsterdam using different flag companies .

1

Lufthansa

As you can probably see from these reviews Lufthansa seems to have gone down hill rapidly and unfortunately my experience has been horrendous and i would advise anyone to consider alternatives before booking with these guys.My issue came about last December trying to fly to San Francisco via Frankfurt (from LHR). I checked in online no issues and paid extra for bags. When i went to the bag drop at LHR i was informed that the German government rules for entry had changed overnight and my lateral flow test wasn't valid anymore. I was literally transiting through Germany for 60 mins. When i checked both the German and British government websites, they both specifically said my lateral flow test WAS VALID for transit and my travel insurance has since rejected my claim on the basis that this was the case and the airline should refund me as they are in the wrong. I called Lufthansa for my refund however they refused to refund my flight.Lufthansa failed to offer me any alternative (after several hours of queuing) and in the end Virgin Atlantic saved my day but I was Â£1600 out of pocket.The customer service is literally 0 out of 100. I will never fly with Lufthansa again and in the past i had used them several times and always found them reasonable.Feels like the company is on its last legs or something. Avoid.

1

EasyJet

Asad was a very helpful and Knowledgeable staff member!

5

EasyJet

Asad was amazing. He was very helpful, very polite and nice. I wish everyone would always communicate so willingly. Thank you very much for all the help.

5

EasyJet

Asad was vey polite and helpful and answered all my questions

5

EasyJet

Asahar the customer service representative was extremely helpful and patient. He was able to rectify my booking issue immediately and was very polite throughout, although it was an error on outside. The chat was easy to use and I received useful information quickly.

5

EasyJet

Asanda was PERFECT, persistent in asking questions, even if it looked like redundant, but got to the correct answer and helping me. Polite, patient and very good helper. Dealing with foreigners (like myself) the writing and explanation it is not always clear, so Asanda questions and explanation was clear and polite. Show professionalism.

5

EasyJet

Asanda was my customer advisor, and she gave me an amazing, quick and supportive service. Thank you again!

5

EasyJet

Asanda was very helpful and dealt with my issue swiftly and effectively. Thank you very much

5

EasyJet

Aseel great customer service, I had to contact Easyjet to solve a booking issue and Aseel was really quick to manage my issue, I am most grateful to Aseel and the team!

5

EasyJet

Aseel was amazing - so so so helpful, honest and kind!!! thank you again so much

5

EasyJet

Aseel was excellent

5

EasyJet

Aseel was polite and helpful and managed to help me get a great resolution to my issue!

5

EasyJet

Aseel was so friendly and helpful! They helped me rebook a flight and they were so nice, lovely experience, thanks so much for this - what a lovely human being!

5

EasyJet

Aseel was so incredibly helpful. I found myself in a pickle with passenger details and was nearly going to cancel the ticket all together. Aseel took my issue and sorted it all out on their end promptly. Please give this person a pay rise :)

5

EasyJet

Aseel was the best, 10 star. Brilliant person, solved everything in seconds. Thank you

5

EasyJet

Aseel was very helpful, understood my problem well and helped me find a great solution, thank you so much

5

EasyJet

Aseel was wonderful and helped me with my query very quickly!

5

EasyJet

Aseel, did everything to make sure my issue was addressed swiftly and smoothly. The perfect representative for EasyJet.

5

EasyJet

Ashfar was really easy to talk to and quick at resolving my issue with helpful answers

5

EasyJet

Ashraf from easyjet company that i chated with is really rude and not helpful.He didnt helped at all ,just ended the conversation.I had so many problems in Paris on my way home becouse of luggage that i paid for .And i needed to pay again.No refound, no nothing.Only " Sorry ,we cant help you"And how can i recommend easyjet to someone..

1

EasyJet

Ashraf was amazing and very efficient in dealing with my query.

5

EasyJet

Ashraf was extremely helpful and completed my request immediately.I have an issue with trying to contact easyJet with this issue as I've never used the online chat before and it is difficult to answer the CSAs questions quickly when they respond. Would be much easier to speak to someone over the phone. I have never had issues booking or flying with easyJet before.

4

EasyJet

Ashraf was incredibly helpful and made sure everything that needed rectifying was correct

5

EasyJet

Ashraf was really helpful

5

EasyJet

Ashraf was really helpful and got the requested changes smoothly

5

EasyJet

Ashraf was really helpful. Prompt service

5

EasyJet

Ashraf was really snappy and quick in checking my booking reference and processing the refunds for me. Great work on the management team for setting up this kind of support 24/7.

5

EasyJet

Ashraf was very helpful

5

EasyJet

Ashraf was very polite giving me information about my concern!

5

EasyJet

Ashraf wasn't very helpful and he/she was sarcastic. I was waiting to talk to someone for an hour and he/she ended the chat without helping me or even informing me he/she was about to end the chat. Unacceptable!!!

1

EasyJet

Asi was very good at helping with disrupted flight. He was able to sort flight details out very fast

5

Ryanair

Aside from the poor value for money once all the additional extras like hand luggage had been taken into account, the whole experience with Ryanair (our first and last) was pretty poor. Despite there only being one scheduled flight that day between Stansted and Kefalonia, we were delayed both ways. Outbound by 2.5 hours and 2 hours coming home!?Outbound flight:Kept waiting between the gate and the aircraft for 45 minutes in the heatNo running water on the aircraft itself!No offer or concession for the aboveThen ignored by the cabin crew when they eventually served some refreshments, only to be told that we must have somehow missed the member of staff who was serving. I pointed out that she had gone straight past our section of the plane and hadn't asked anyone including ourselves if we actually wanted anything to drink. They even argued the fact that this had happened, which was quite unbelievable. But clearly they had understocked the refreshments and had decided to miss the rear section of the plane to try and account for this. Shocking lack of politeness and customer service. Will never fly Ryanair again due to their complete disregard for its passengers and their in-flight comfort and experience.Just a complete rip off and an awful airline.

1

Ryanair

Aside from their hidden charges and website designed to confuse people who are less digitally confident (exploitative) their website has a bug preventing payment. If you try and pay over the phone it costs an extra Â£15. Payment seems to work on the app but again this suggests exploiting those who are less digitally confident. Not an ethical company.

1

EasyJet

Asked could we be allocated seats together, as I have a fatal peanut allergy, and would like to sit next to my Dad. They said I'd have to pay for seats together. Poor communication throughout and didn't understand my request. Never got resolved.

1

Ryanair

Asked for a cash refund, but they gave a voucher instead. After battling them, they have agreed to do what is required by law - but are now suggesting they can't refund me until after all social distancing measures are relaxed. Had they not tried to trick passengers into foregoing their refunds, I might have been able to give them the benefit of the doubt, but given other airlines have managed this, and that they could process refunds from countries other than Ireland if they wished, I can only assume that their main motivation is to keep funds as long as possible.

1

EasyJet

Asked for a copy invoice for extra bag and leg room that I just paid for. Got told by Easyjet Customer Service that they could not provide it and I need to go to back to the original travel company that made the booking even though I had just paid for it under a separate transaction!

1

Vueling

Asked for a refund due to a flight change, never got the money back. Fraud. Worst airline ever.

1

EasyJet

Asked for a refund for a bag that I am not taking 6 months before I fly and I can't have it refunded?

1

Ryanair

Asked for a refund thee times already and told them i don't want a voucher. Guess what I received? Indeed, a voucher.........Now they say we will get our money back after the corona crisis instead of this month. Unbelievable. We are very angry! We want our money back.

1

Jet2.com

Asked for assistance and it was not a problem staff always more than happy to help, that's why I fly jet 2

5

Ryanair

Asked for Â£30 money for service I ordered by NOT knowing, that child's pram is included in the price. First time ever flew with my 2yo daughter... Explained it to customer service, but hey! They like to put their T's and C's in your face. I asked if it's their company policy to take money no matter what. And guess what? They replied: I'm so sorry, but yes!They don't even hiding that.. What a rubbish company with even more terrible customer service. Hope you became more rich having Â£30 for free. You make me sick.

1

Ryanair

Asked if need to check-in bag and we were told not necessary as per our bag are standard cabin bags.Got to gate and we were told bags breached size by 1 cm .We had pay 150 extra though we had already paid. We've been travelling with Ryanair for 13 years at least 5 of those with the same cabin bags.Attendant also was extremely rude with us ID LIN0170 Mr. LIN YOUNG got some Xmass bonus. Anyway, Ryanair just lost a long term customer for this! Well done.

1

EasyJet

Asked me same questions 6 times not helpful at all ðŸ˜¡ðŸ¤¬

1

EasyJet

Asked me to send something, but after sending email, get an automated reply, telling me the account isn't monitored, ehhhhhh !!!!!Having been given a number on the email when trying it, tells me it is not valid (0330 365 500) so chatted with a chatbot ? Eventually got correct contact info, Easyjet certainly do not make it easy to contact them !!!

3

Grupo AirFrance-KLM

Asked several times to give me aisle seat and the ground staff confirmed on the same. When I get on the flight, I get to know I'm on the window seat. Now, I'm stuck in the last row, sitting on a seat that I didn't want in the first place.Thank you KLM for ruining my journey

1

Grupo AirFrance-KLM

Asked three time for some water... answer "one moment" and did not get one.Asked for vegetarian meal, got beef.The purser hit my head two times.The movie choice of the entertainment system is really outdated.Planes are worn out.Never again

1

Jet2.com

Asked to board early, plane delayed over 2 hours, sat on plane very hot and had to ask for a drink of water as wasn't offered.

2

Ryanair

Asked to check in online. Tried online, overly complicated process asking for signature uploadsâ€¦Tried on the app which worked.At first it said it will generate boarding but never did.Tried to check in at the airport, they charged me Â£55 because their app doesn't work and couldn't generate the boarding pass.This was done around 12 hours in advance of the flight purposefully to avoid that. Still happened. Scam airline with a complicated checkin process so they can charge insane rates at the airport to simply print the ticket. Insanity. Will not be using in the future. Hope they go out of business.

1

Wizz Air

Asked to pay a charge of 96 euros for the two of us to check in at the baggage check in about 3 hours before flight departure. Told we could save this money if we checked in online in the next 20 minutes. Found online registration too difficult and the app crashed. Ended up having to pay the 96 euros. Feeling scammed!

1

EasyJet

Asked to remove suitcase from booking we had prepaid for on a flight 3 months away but was told it was not possible and no refund would be provided. Also won't refund flights if need to cancel them. Apparently they are a 'no refund company'. Worth bearing in mind before booking with them.Update: I have emailed EasyJet with the information they requested to their Trust Pilot team so they can look into this.Update: EasyJet Trust Pilot Review team responded that they have a no-refund policy on flights and additional services such as prepaid luggage. WASTE OF TIME ASKING ME TO CONTACT THEM!

1

Grupo AirFrance-KLM

Asking for a checkout luggage when the policy for the economy class is included luggage. Will not recommend when comparing to Air France or Norwegian.

1

Grupo IAG

Asks you over and over again to check in online. you try to do so and it just says no. no reason given. tried using a luggage collection service which i have now lost the money for because they cant collect without a boarding pass. and now have to pay expensive taxi on top. Â£150 cost because BA cant figure out online check-in. seems a safe bet that they wont be paying me back for it.

1

Jet2.com

Assistad travel was excellent and times were great no problems

5

Jet2.com

Assistance at airport very good. Cabin crew very helpful.

5

EasyJet

Assistance came very fast and was very attentive. It was obvious that I spoke to a human with a heart. She attended to my needs and exceeded in her help. Thank you very much!

5

Jet2.com

Assistance enabled me to 0ass through airport confidently

5

Jet2.com

Assistance through airport was excellent both at Tenerife and Birmingham. Cabin staff were good and captain's voice was cery clear when speaking to us. Good journey and very good landing onto runway.

5

Jet2.com

Assistance travel excellent

5

Jet2.com

Assistance was exemplary at both Leeds and arecife, customer service excellent- without doubt jet 2 are a step above all other UK airlines.

5

Jet2.com

Assistance was extremely well organised this time.All day breakfast was superb as usual but could the baked beans put anywhere but with the omelette! The omelette is no longer superb while dogged with baked beans

4

EasyJet

Assistant sorted out my issue.

5

Jet2.com

Assistant travel a huge plus ,could not fault the service at both destinations.Crew were very efficient and charming on the plane.

5

EasyJet

Assistant was very great and helpfulHelped my quickly and efficiently to resolve the issue and genuinely provided help

5

EasyJet

Assistant was very helpful. But had to wait a long to to speak to her

4

EasyJet

Assistant was very kind, straight to the point, positive and informative about the rules.

5

Jet2.com

Assisted access was excellent as were the crewUncomfortable cramped seats for a 41/2 hour flight

3

Jet2.com

Assisted at airport which could not be faulted, so helpful. Flight on time and very smooth. Would definately recommend.

5

EasyJet

Assisted by Lamees who was prompt, courteous and helpful. Most impressive.

5

Jet2.com

Assisted help was absolutely amazing by Jet 2. Thanks

5

Jet2.com

Assisted passage greatThank , on time ,pleasant staff

5

Jet2.com

Assisted passage used for the first time. Excellent. Both at Birmingham and Faro!

5

Jet2.com

Assisted passage was welcome and worked well on the outbound flight. Not necessary on the return flight as minimal distance from plane to terminal building.Thank you to staff.

5

Jet2.com

Assisted passage went like clockwork. Just made traveling so easy for an old person.

5

Jet2.com

Assisted passage worked well and was good

4

Jet2.com

Assisted travel is dealt with very well and is important to people needing assistance.

5

EasyJet

Assisted very quickly and efficiently. Very easy

5

EasyJet

Assistent kindly helped me

5

Vueling

Assistentes de bordo incompetentes e mal educadas. InformaÃ§Ãµes incompletas. Atrasos. Desconforto.Os piores voos de sempre.

1

Grupo IAG

Astonished to get a text from BA this morning advising me of upcoming strikes on the underground. No idea how they got hold of my mobile number.1. I do not live anywhere near London and have not been to London since 1999.2. I have never used BA or any subsidiary of BA and I do not fly because of environmental concerns3. I always disable cookies and my settings are adjusted to refuse tracking etc.Not at all happy with this so have emailed the big cheese.Since my initial post I have been plagued by texts from BA Flight Ops. and BA Global Flight Ops. No phone number attached so unable to call/block. Several more emails to the CEO elicited absolutely nothing. Much time wasted trawling the Internet trying to find a contact number. Eventually found a Hotmail address for someone and that prompted action. I appreciate someone has made a mistake inputting a mobile number but all in all this took 3 weeks to sort out. Finally a response to my cease and desist email....

1

Vueling

Asturias to Basel via Barcelona. The website didnâ€™t let me do the checkin, got the tickets at the desk in Asturias. I got middle seat people in the flight Barcelona/Basel, tried to change it in Asturias, Lady over there said canâ€™t do try in Barcelona. Lady in Barcelona said canâ€™t do, you should have done it in Asturias. So, basically I am willing to pay more for my window seat (and they said there were available) but there is no possible way to get it, poor customer service.

2

Air Europa

Asuncion to Madrid. I was expecting a rough ride from reading reviews. Although some aspects were confirmed as being bad (ground service was chaotic on the way out, the seats were extremely cramped) others were either tolerable (food) or even good (cabin staff service). I think that the cabin crew are making an effort to improve. On the way out the air-conditioning fell out after boarding and the passengers became restless and then angry, it was the cabin crew that had to take the brunt of their anger. They tried to patch things up by serving iced water. They showed professionalism. I have never encountered such cramped seats before. I don't think it is advisable for tall people to fly with this airline. Although I am not particularly tall, I kept bumping my knees against the seat in front of me and had to deal with the man's anger.

5

Grupo IAG

At 0148 , the day me and my family were due to fly on holiday - BA send me a message to cancel my flight - completely ruining a holiday that me and my family had been looking forward to

1

Ryanair

At 10pm I made an online bike reservation for â‚¬60 on an existing flight I had booked in September (Fuerteventura to Luton) and 5 mins after I made this booking I realised I had reserved the bike on the wrong flight.It was meant to be for a flight I had coming home (still Fuerteventura to Luton) in October.The phone lines had just closed so I emailed customer services straight away (10 mins after making the reservation) and also called them at 9am the next morning as soon as phone lines had re-opened.Exceedingly annoyed that they would neither issue me with a refund for this mistake or move over the bike carriage to the correct flight which was 5 weeks later.Really poor customer service and I will definitely be choosing another airline in the future.

1

Grupo IAG

At 22.30 tonight we got a text message from BA informing us the flight for our family holiday tomorrow has been cancelled. We have been offered a flight over 24 hours later with a connecting flight via Rhodes. You can only imagine how dissappointed our children are.I am trying to talk to someone at BA to discuss options. I've been on the phone for 45 minutes and still haven't spoken to anyone.A few weeks ago it took 90 minutes to speak to someone to change a flight.I have been loyal to BA for many years travelling 2-3 times year.Whenever I fly the flight crew are great. The service leading upto the flight is getting worse and worse.Their website is amazing sometimes it tells you they are too busy to sell you flights.Actually trying to speak to someone is horrific.In the future I will be looking at other flight carriers. Avios or not. Sorry BA. You are getting worse.

1

EasyJet

At 23.35 i had a call from Abdullah, he took me through security then went off the line.

1

EasyJet

At 5.32pm, I asked if there was still a problem with the website as I was unable to check in. I was receiving an error message. I even included the error code I have been receiving for the last 36 hours. I had no response until Fadi contacted me at 10.25pm. He didn't answer my question, just asked me for my booking reference. Chocolate Tea Pot comes to mind.

1

EasyJet

At 69yrs old this was my first flight ever and was terrified but the cabin crew and Captain reassured me and invited me into the cockpit. Such thoughtful and caring people. Thank you Easy jet

5

Grupo IAG

At 7.54 am on the day of travel whilst driving to London Heathrow I received an email advising my flight had been cancelled. I was offered an alternative flight with American Airlines which I had no alternative but to accept as I must travel today. I was flying to LA to see a family member who is end of life. The American Airlines desk downgrade my cabin from premium economy to economy. Tried 3 times BA provide telephone number, total useless, no help, given me wrong email address for sending my complains given to me in the email. I have been a BA frequent flyer for decades and have been a loyal customer. I now find I am travelling 11 hours in Economy without even the possibility of a refund let alone an upgrade. This is completely unacceptable. What has happened to this company? I have had better treatment from Ryanair.

2

EasyJet

At 76 years of age, I did have every intention of attempting to reclaim the Â£39.99 I had been charged at the gate for my carry on cabin bag, being told that as it had wheels I would be charged despite using the same bag pretty much every month for the last five years since buying a small apartment in Spain.Having read all the negative feedback on this site, I won't bother but I will he looking for alternative flights in future.Now, at 06:4am you kind of think that when the check in girl lies to you saying "they changed the policy of wheeled bags in November" that she wouldn't be telling lies.Upon arrival at my accommodation it transpired that she was, as my confirmation said that the size includes handle and WHEELS !After more than 100 flights over the last five years it appears that Easyjet have now little interest for repeat business so I for one, will not be too surprised when this airline "crash and burn".

1

EasyJet

At Belfast airport departure time flight has just left Luton airport minimal information given ruined a family evening in Newcastle will never use this company again absolutely useless

1

EasyJet

At Berlin Brandenburg Airport I had a flight to Luton booked. I arrived at 6.45 for the 9.10 departure. The queues waiting for baggage check were horrendous which is the fault of the airport and it being Monday morning rather than Easyjet, time vanished, I got lost and I discovered that I had missed the flight.So I bought a replacement, to Gatwick, with Easyjet, and left plenty of time to get to the gate for 2.55 departure.When I cleared baggage check I was absolutely dumbfounded to see on the readouts that the flight was delayed till 20.15!!I waited in those lounges and halls and corridors and then saw that it was delayed again, till 20.45.When I finally got to my seat the captain apologised for the delay - it was an engine problem and they got another plane.An interesting thing was that there seemed to be no anger or resentment as far as I saw in the other passengers.The Easyjet crew were so pleasant and good natured about it that I thought there-and-then - that they didn't deserve for me to try to get any recopense for my idle hours.They clearly wouldn't have left it so long if they could possibly have avoided it.When I arrived home I researched EU261 flight compensation and discovered thatbecause of the 5 hour wait I could get enough money to pay for my whole weekend - Â£220So, naturally, I applied for it.Within 5 minutes I received confirmation of payment from Easyjet.This surprise benefit has more than reimbursed me for those 5 hours hanging about people watching.I feel moved to praise Easyjet for the service I received and as far as I am concerned they did a good job and I had a pleasant flight and I am very happy that my holiday was paid for, because of that considerate European law.

5