Airline stringclasses 16 values | Review stringlengths 6 5.97k | Rating int64 1 10 |
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Iberia | We booked a flight from Madrid to Los Angeles with American Airlines, from MAD to London Heathrow with IB, and from there a flight to LAX with AA. We only had 90 minutes to catch the connecting flight, so when our IB flight was delayed for over 2 hours, we knew that we weren't going to make our connecting flight. I spoke with an IB employee while we were still in Madrid, and asked them if we should still fly to LHR since we're missing the connecting flight (or at the very least, start making accommodations for an alternate connecting flight). The IB employee said that there's nothing they can do at MAD, so we should take the flight to LHR and that they would figure it out once we arrive to London. We arrive at London 3 hours late (2 hrs from the delay at MAD, and another hour at the gate at LHR because the door was jammed and they couldn't get it open). Once we finally got out, there were no IB employees at LHR (they leave at 8pm), so we went to AA's customer service. Well, AA can't help us because it's IB who was delayed. Only problem is that all IB employees are gone for the night (they won't return until 6am), and their 24-hour customer service is trash. The IB customer service reps that I spoke with said that since I bought the tickets from AA, that it's AA and not IB who have to book me a new flight home. After 4 different phone calls totalling 90+ minutes on the phone, IB was able to book us a flight to Paris, and from Paris take a 13-hour flight to LAX. Also, not once did they mention that we can get a hotel for the night and that they would have to reimburse us. However, we know our rights as airline passengers, and when I mentioned this, the IB reps were vague as to how I can get reimbursed, or what my allowance was. | 1 |
Ryanair | We booked a flight from Manchetser to Dublin on the 10th December 2022. The flight was due to depart at 08:05.We boarded as normal, but there had been a very small amount of snow that morning and we were told after an hour or so that we must get off the plane as there was no immediate sign of departure.We got off and waited. No clear communication was passed onto to us from Ryanair as to what was going on.Another flight to Dublin was due to leave around 14:00 from the same gate, and as the passengers were waiting, it became clear to us that they were going to get on the plane that we had already vacated (It had not moved). In other words we were just being ignored and left to stay in the airport with absolutely no chance of travelling and no information. A third flight from a different gate was also not available to us.In the end these 2 flights did not depart either. Meanwhile other airlines, including Aer lingus flights to Dublin, were departing.As Ryanair never actually cancelled our flight we were left in some kind of limbo situation. The customer service desk (run by Swissport I think) was of course over-run with irate Ryanair passengers. They told us we could not leave the airport as we had a checked bag! So we had to make some declaration that we were not going to get on the now 10 hours late Ryanair flight, so we could get our bags and leave the airport. They cancelled all their flights about 3 hours later, and offered rebooking which we did for the next day at 18:00.This one was delayed 8 hours as well, but we had given up by then. We left the airport. We got occasional SMS messages from them all inaccurate.When I applied for a refund, I was told they do not refund fares for flights that are operational. So 32 hours late constitutes an operational flight to Ryanair. | 1 |
Iberia | We booked a flight from Milan to San José via Madrid for October 2018. We changed our mind and wanted to stay a few days more in Madrid on the way back to visit the city. I called Iberia to know if cancelling the last leg would be free. They confirmed that it was free to cancel the last leg without any issue. Therefore, I booked a flight a few days later from Madrid, for myself and my wife. We also booked hotels, etc. When I called to cancel the last leg, they told I will have to spend €600 for that. I tried to explained that I had the confirmation it is free, but they did not care. | 1 |
Jet2.com | We booked a flight from Porto back to the USA, with Air Europe from Porto to Madrid. It was a combo with American Airlines and Iberia. They cancel the flight when we were at the gate. We had to retrieve our suitcase from the baggage claim and stand for hours in line trying to get alternative flights. Customer service was horrible. They refused to rebook us, refuse our requests for Hotel and food vouchers and send us back with a letter that promises to cover our expenses until our flight back. We spent the night on the phone with American Airlines and Iberia where they both claimed it's the other airline responsibility to rebook the ticket. Finally, with the intervention of American Airlines, Iberia agreed to rebook our ticket. They told us that we will have to wait two additional days to get a flight back. We had to book hotel room for two nights, rent a car and spend money on food. The flight back was a nightmare as well. They made us stand in line outside the plane for a very long time. Upon our returns, I gather all the receipts and started a claim to get reimbursement for our expenses. I spent hours talking on the phone with representatives that barely spoke English, and the best offer I received after many phone calls and emails was for 10% of my total expenses. The money never came to my account, and yesterday when I spoke to Iberia representative she said that the case was closed. I asked to speak to a manager and she informed me that the manager will call me back today. No one calls me back, no money for my expenses. | 1 |
Vueling | We booked a flight from Rome to London 5 months in advance. 5 days before the flight was due to depart we got an email saying we could check in, but actually they had cancelled the flight and moved us onto a new one 11 and a half hours earlier. We were effectively stranded in Rome on a Saturday night in August. Zero support.And now they are trying to suggest compensation is not due, despite EU legislation to the contrary.One of the worst, if not the worst, companies I gave ever had the displeasure to engage with. | 1 |
Turkish Airlines | We booked a flight from Tashkent to Heathrow via Istanbul (12 July 2023). I am 1.97m tall and wanted to pay for extra legroom seat in economy. During booking on website, the seat selection option flagged that those over 65 cannot book exit row. It's first time I've encountered this - having flown on many other airlines where exit row can be occupied by 16 or older and capable of assisting with evacuation. Having accepted that Turkish and some other airlines set a maximum age, I searched the seat plan (Airbus A330-300) and selected extra legroom seats by bulkhead (row 11) - not shown as an exit row. All seemed ok when I completed the booking and paid. Weeks later, I completed the on-line check-in (only possible 24 hours or less before flight) which showed our extra legroom seat allocation, but when printing boarding passes we discovered we had been allocated seats in row 36. The seat pitch is too small for me and most uncomfortable for 5 hour flight. Even painful when passenger in front reclines. There seems to be an unclear or unreliable booking process. Please be warned - if you are over 65 and require extra legroom then don't book Turkish Airlines - or pay more for business class.Another comment which might help some travelers - if you are transiting in Istanbul then make sure your next flight leaves you enough time for transfer. Our flight from Tashkent to Istanbul landed 20 mins late. It then took an unbelievably long 45 mins to taxi a long way around the airport to hardstanding. Another 10 mins to disembark aircraft. It then took us 30 mins walking at a fast pace through transit and bag scan to next boarding gate where passengers had already started boarding.The flights themselves could have been better - toilets were not cleaned, all rubbish not collected (left on floor during landing). Maps would not load on in-flight information screen. | 2 |
EasyJet | We booked a flight in April for July to Malaga.We paid extra for up front seating and one large cabin bag.We had to move the outbound flight back one day. Due to availability we could not get seats side by side, so I sat down the back. Even though the rates were exactly the same if you made a ghost booking, we had to pay £173 extra on top of change fees.When we went to check in two seats had become available together in row six. However, I could not then retain the speedy boarding and cabin baggage and hold baggage. I rang EasyJet and spoke to an Indian sounding gentleman. I don't know if the call centre is in India. Regardless, he was the most unhelpful person known to man. "No you can have cabin baggage and a hold bag because you're now in row six". "But we have paid extra". Etc.So I ended up putting us back up front in different seats.The customer service is utter tripe and I've been left fuming by the most condescending, obstinate, ignorant moron known to man. It takes a lot to rile me, but this man did it. I will never fly with these chumps ever again because of this one man. It's a shame, because last time I went with them I thought they were ok. Never again. It's funny how you have all sorts of rights when it comes to buying in shops or online with Amazon, but with companies like this you have absolutely none, | 1 |
Grupo AirFrance-KLM | We booked a flight to Hong Kong for September. A week ago my girlfriend checked the app and saw that our flight was cancelled. We didn't receive any information about this, no email or anything. Luckily we didn't book any hotel yet, and we contacted KLM. Quite quickly they gave a same price alternative on the same days. We were very happy.A week later we decided to book a hotel since all the cheap options were going away. After we booked it, which was not refundable, we saw that our flight was cancelled again. Again, no email or any other information! Clearly this is no way to treat your customers! I will never fly with KLM anymore, if I have a choice! | 1 |
Lufthansa | We booked a flight to India pre Covid from Luxembourg to India for September 2020. We expected the flight to be cancelled due to Covid but expected Lufthansa to inform us when it was cancelled. We were checking quite regular in August since the date was getting closer and all the time the flight was still showing as scheduled. Checked the status 1st September and the status on the booking had changed to cancelled. We checked our emails and received nothing. We are now trying to get a refund but now the flight does not show as existing. Filled a refund request online 1st September guess what still no email. Now have asked credit card to refund. Very poor service and might add not the first time either. Never again. | 1 |
SAS | We booked a flight to New York which was cancelled due to Covid. We accepted a voucher. But the voucher was only valid till 12.11.2021. So obviously we couldn't use it. Since then, I tried to get our money (EUR 918.56) back. This was a business trip and it's company money. Step one: I called customer service. They asked me to please write to customer support as the voucher was an old one. So I wrote. They told me to call. So I called again. With no result. Finally I received an email from customercare(at)sas.se informing me that I will receive another email from noreply(at)flysas.com and they were asking for bank detail information. I never received this email. It was supposed to arrive in September 23 until now, nothing. But I still provided all info necessary to customercare in September. I mean, in addition to not having received the email, how can I reply to an email address starting with noreply? So I reminded them again December 12. Reply: Please look for an email sent from SAS noreply(at)„...If not received please take a look to see if it is hiding in the spam-area of your email system."It's not there and it has never been. This seems a tactic to get people to give up. I'm not. Instead I'll hand this over to our lawyer now. Btw, our case number is 02479006. | 1 |
Ryanair | We booked a flight to go to Mallorca from Bournemouth. The booking process was smooth ryan is normally. Firstly the flight out in the morning which we paid extra money for was cancelled and then we were put on the afternoon flight. They will not offer any money back although putting us on the cheaper flight we could change the flight but this does not work with annual leave already booked. Next we paid extra for more legroom as we have a 6 month old we will have on the flight. These were £18 when we booked per person. We then go to check in to find out they have put us in the same seats but it is a different plane and the price for extra leg room on this one is £10 which we could have paid at check-in saving us £32 over the flight. In ryanairs words "we do offer partial refunds" so therefore have benefitted on several fronts by charging for more money which we have no option or ability to get money back. Finally when I spoke to them they had no manager at the call centre I could speak to and the first time the woman just hung up on me. Terrible customer service and can profit from you at their decision thanks to their terms and conditions which are standard for the industry. | 1 |
Ryanair | We booked a flight to murcia when we done our online check in my husband was row 10e and I was 20e if we wanted to change it would be 6 euros on checking to see what seats were left there were seats on 10 and 20 rows so this was deliberate to make us pay to sit together .which we refused to do they can stick your seats where the sun don't shine ,we won't pay extra out of principle, they are going to loose customers over this. Nasty. | 1 |
Vueling | We booked a flight with 2 extra suitcases. In the confirmation it said no suitcase added. Cost 78 euro!!! So, they add nothing and charge you 78 euro's. We contacted them before the flight to set the record straight but..............no answer. Then, at the airport they charged us for 2 extra suitcases 150 euro!!!Bye, bye Vueling..............you lost us as customers. | 1 |
EasyJet | We booked a flight with Easyjet for August 10th by accident instead of August 3ed.we discovered the mistake fairly soon, after we got the confirmation email.We called Easyjet immediately within 15 minutes from the bookingAlthough that the flight we wished to book was cheaper Easyjet won't refund the difference, cancelling the flight (within 15 minutes prior booking) cost us a "cancellation fee" of €59we found this is a rubery, unfair misuse and easy eranning...I wonder if this is the way they want to make their revenue. | 1 |
Grupo AirFrance-KLM | We booked a flight with KLM for our child using the Chaperone service, may I advise anyone not to do this. It cost us an extra £92 on top of the flight which was already more expensive than other airlines. The flight was due to land at Leeds at just after 10pm. However the flight took off and then due to a technical issue had to return to Amsterdam. This is ok but no-one informed us of this, then after waiting we heard the flight the cancelled. Again no one called to say our son was safe, the chaperone we heard took our son to the KLM lounge and left him there with the lounge staff, neither the chaperone or the lounge staff thought to use the big folder around the child's neck to call the parents. Therefore we were running around Leeds trying to find out what was going on. We had called family in Amsterdam whom had return to the airport to see what was going on there also but no-one knew. Eventually at 01.30 we tracked him down to the KLM lounge. KLM never offered any apology or a hotel as thy are supposed to. Why didn't the chaperone or lounge staff call us. To me this is nothing more than neglect. KLM took 2 weeks to answer my email of complaint and then took 2 more to come back with an offer of the flight payment up to £250 plus £92 for the service and £100 family day if we paid for it first and sent them the receipt. The way they have been with us I am not sure they would do this so wouldn't spend that extra money on the off chance. I believe this is totally unacceptable as we are entitled by eu law for the flight money back so they for company like this to offer a £100 voucher for child neglect just goes to show how much emphasis they put on childrens well being. I suggest you never use this service from this airline as this is totally unacceptable. | 1 |
Pegasus Airlines | We booked a flight with Pegasus from Vienna over Istanbul in the 5th of August (PC 902)From the very beginning it was a nightmare. The Agency with which we booked the flight could not confirm a schaduele of the flight route for over 3 months!!! since they said they received no reply from Pegasus. Both flights had a delay and than finally in Bishkek our luggage did not arrive. No Mail No Info from the Airline nothing! Today over one day later we received one packbag. The other is still missing. That is what we know from Bishkek Airport. Again No Info from Pegasus. This airline made our trip or at least the start to a nightmare. I will never again book a flight and hardly recommend people NOT to do it eather. Because everything that could go wrong went wrong!!!!! And Pegasus does not even contact us. Worsed airline ever regarding my expirience!!! | 1 |
Ryanair | We booked a flight with Ryanair. Several weeks later we were told the flight time had 'changed'. My wife said 'just a few hours'. I investigated more closely and found in fact it was a 'day and a few hours'. Basically they cancelled the flight, but misleading told us it was 'just a change'. Fortunately we noticed. Several months later, I went into the booking to check the return time. I noticed the outbound flight was cancelled. 3 minutes later, we received an email telling us it had been cancelled. Rather suspicious. And totally useless. All sorts of plans wrecked, car hire gone up from £170 to £420 if I want to avoid sitting around in the airport for extensive time, and Ryanair don't care. Almost certainly they just scheduled a load of flights, knowing they were going to cancel half of them. I appreciate a certain amount of commerciality, but that is just plain dishonest, and the lack of care when they give you a problem is shocking. | 1 |
Vueling | We booked a flight with Vueling and were assured we had free luggage. Upon clicking the check in link options were no baggage or paying for baggage by weight. We paid 40 dollars for additional baggage and then found on the website that we should have gotten complimentary baggage check. Their customer service disconnected us four times and then refused us a refund even though we do not need the additional baggage weight. Extremely disappointed and will not book with vueling again. | 1 |
Vueling | We booked a flight with Vueling and, due to a problem with their payment screen, it was accidently booked twice. We rang them up as soon as we discovered the problem but they have refused to cancel the double booking due to them saying the name was different which had been changed by the payment system. It was clearly a mistake and according to the website you can cancel mistakes. They used an excuse that we rang within 2.5 hours and not within 2 hours to refuse but we cannot find this deadline anywhere on the website. It could have been so easily solved within 3 hours of booking. Instead we are left trying every avenue of help. The website won't even allow us to register our problem as a claim. Terrible service. 6 weeks later and we are still trying.Hallo Leyla - thank you for your reply, but how do we progress this? We've tried ringing with no success. Perhaps contact us? | 1 |
EasyJet | We booked a flight with them for August 2021, weeks before we are due to go they have now informed us that our flight time has been moved from early morning to the evening which would result in us losing our first days holiday and then for our return flight they've changed our airport from Luton to Gatwick. Luckily I hadn't booked a hotel or parking yet, as I would have lost my money on both of them too.I have since gone online and cancelled the flight as the options provided weren't suitable, so under UK Consumer Law I have the right to a full refund within 7 days of cancellation.To my shock I have now received an email stating that I'm not going to receive a refund as I have already boarded the flight (it is now July 2021 and my flight was booked for August 2021)Clearly EasyJet are attempting to hold on to my money beyond the 7 days. Although for £120 would be a bargain to travel into the future, I know EasyJet don't yet offer this option so I expect my refund within its legal time limit!I understand times are difficult for airlines, but it's also difficult for us too. I will allow some amount of flexibility but once a company starts telling blatant lies, they'll then receive no flexibility nor any further custom from me in the future. | 1 |
Eurowings | We booked a flight with them for November 2022, but decided in September 2022 to change it to next year. The price for the new flight was 30 euros less than the original, but I was obviously aware that I would not get a refund. When I amended the original booking I was astonished that they charged us 60 euros extra for the outbound flight. When I rang their customer service I was told this was because the outbound leg of the new flight was more than the original. The fact that the total price of the new flight was less than the original didn't matter. It's more, therefore you have to pay more. So beware, if rebooking make sure that both legs of the new flight are the same price or cheaper than the original, otherwise... | 1 |
Iberia | We booked a fully flexible tickets on line with Iberia but our interconnecting easyjet flight was cancelled. We tried to revise the iberia flights online but the website would not allow change. We telephoned iberia and initially were helpful but then asked us to pay an administration charge of 30 euro per person as we were not activating the change online. It ridiculous to charge 30 euro per person because your website and app are rubbish, they are trying to extort money from genuine customers. We didn't pay, we would sooner give our custom to a genuine honest airline and at a last resort swim. Terrible Customer Service, Avoid. | 1 |
Ryanair | We booked a golfing trip for October 2020 in Portugal but as this country is on quarantined list certain members of the party could or would not be able to go. We asked if delaying to next year would be an option and hoped a slight increase would occur. All good apart from Ryannair wanting 420 pounds extra. Resort would have slight increase but the airline wanted too much extra which has now devastated our trip. Shame on the airline it really does not have any concern for passengers no morals and charge for anything they can. Will never ever fly with them again and i really hope they go bust. Michael O'Leary how do u sleep? | 1 |
EasyJet | We booked a hire car through there app, to find the hirer Surprice closed when we went to return the car! No transfer, 2km walk with luggage! You would think for the easy jet app to recommend them their opening hours would align with our booked flights! | 1 |
Grupo IAG | We booked a holiday on the 26/1/2025 to St Lucia for November. The website was playing up and we had to go through the same process 3 times. The website would not allow us to book premium economy seats at the time. We waited for holiday confirmation to come through but it never arrived. I called BA the next day to request confirmation of booking and to resolve the seating issue. To be told we would have to pay an additional £300 on top of our booking just to change cabins as well as the increase in seat cost. Absolutely expected to pay the increase in cabin costs but not an £300 on top just to make a change when the website would not allow us to do this on the Sunday. Disgraceful customer service from BA and to add insult to injury the premium seating costs had increased by another £400 from the day before. We are seriously considering cancelling the holiday. An improvement with your customer services is urgently needed. | 1 |
EasyJet | We booked a holiday package with EasyJet Holidays. Last Thursday, we received a text message and an email notifying us that our outbound flight had been cancelled, and we were informed that someone would contact us to resolve the issue as part of our holiday package.Regrettably, no one has reached out to us, despite our numerous attempts to contact the customer service team, which we believe may be based in South Africa (we are UK residents). We have spent countless hours on hold, only to be disconnected repeatedly.This has been an exceedingly frustrating experience, and we are still in the dark about the status of our holiday. We have worked diligently to afford this vacation and have two small children who were eagerly looking forward to it. The lack of assistance is simply unacceptable. | 1 |
EasyJet | We booked a holiday that one person couldn't go on, we tried to change the name after being told by several employees of easyJet there would be no problem, only to then be told they wouldn't be able to change as too near the departure (3 days). Their online advice is totally misleading and customer service is none existent. Will not book with Easy jet again. | 1 |
EasyJet | We booked a holiday through Disney who organised our flights, we had the same outgoing flights the same hotel however somebody at Disney made an error with the incoming flight which meant we were booked onto different flights home and missed our flight. I called the UK easyJet service client and a lady called Rakan sorted this out for us and within 30 minutes had us booked on the correct flight a couple of hours later, which made a stressful experience alot easier. | 5 |
Ryanair | We booked a holiday through Thomas Cook online (should have known better) we paid an additional fee to leave on the earlier flight 7am and as we are a party of ladies I went onto Ryanair to prebook our seats to discover that our flights had been changed to 16.40pm with no email confirnation. I first contacted Thomas Cook who just fobbed me off and said I had to conatct Rynair directly. Well now that is nearly impossible so ended up using the live chat. I have since been told that I will recieve the changes vis email in April or there abouts when we travel in July and by then the 8am flight which is available for me to change to now t yet another additional fee of £57 per person and by then I am sure the flight will be full as they have said that we will get the changes free IF that flight has the availability. I asked them to just do it now but oh no they cant do that without me email telling me of this change???? I have always used Ryanair but this has put me off, it just seems as though they try to squeeze more and more money out of the customers at every level. Very poor customer service and no further forward with resolving this either | 2 |
EasyJet | We booked a holiday to Crete in April 2022 for April 2023. Of course EasyJet use their own flights, schedule their own flights etc..6 months in the flight schedule changes. No big deal in honesty until last night when we were told our holiday was being cancelled because they can't find suitable flights ON THE FIRST DAY OF THE EASTER HOLIDAY.I fear what they actually mean is they can sell our holiday for a higher price when they perhaps couldn't be certain of that back in April 2022. I think this because they've offered for me to buy my holiday with a provided 'voucher' but the voucher only kicks in with an inflated minimum cost. Appalling.I can assure you, we will not be rebooking with EasyJet holidays in future. There are more trustworthy companies out there.And no EasyJet, a voucher won't do it.Loveholidays.. here we come…. | 1 |
EasyJet | We booked a holiday to lanzarote at London Gatwick. The flight was overbooked and they didn't let me and my family on the flight. Easyjet sent us to London Stansted , they said there's a flight there for us. We took a taxi there and we went to the Easyjet check-in and the people at the desk said that the flight is full. My mom was very angry at the people. Gatwick said the Easyjet check in desk at Stansted was expecting us. Regards to us being sent here. Gatwick sent people to Luton , but I honestly felt bad for the people sent to Bristol Airport. Now we're being sent back to Gatwick to go to the hotel, and we're getting a British Airways flight at 6am tomorrow. We should be getting a compensation, But I think it's bloody disgusting and unacceptable for Easyjet to send us on an 1 hour and a half to Stansted just to be told there's no flight, But the people sent to Bristol! I do not recommend this airline. Please avoid this airline as much as possible... | 1 |
EasyJet | We booked a holiday with Easyjet to Crete in 2020. Covid came along and spoiled it but we re-booked for 2021 - same thing happened.Easyjet kept a deposit of £120 which we could offset against a furture holiday.Today we have been looking at the choices - for a start they don't even operate from our original airport .... so we think we should get a full refund for that.Secondly we chose another airport from which the choices are minimal - they don't go to where we would really like to go. Nevetheless, we spent time studying the pages offered to us as travellers who had £120 "already in the pot".Whilst comparing reviews of a hotel that we liked the look of, we found other companies, offering stays there through Easyjet at around a thrid of the price we were being asked to pay.So, we did an experiment, we took a screen shot of what we were being offered - the price to us was £806. Then we signed out and looked as if this was for a new booking, same place, dates only 2 days apart, was priced at £707. We took a screen shot of that too!If you do the sums and take off our £120 deposit it comes to £686 BUT if you then take the £686 from the current price you get £21.So, we ask Easyjet what happened to the other £99 of credit that we had with you? | 1 |
EasyJet | We booked a holiday with Tui as same holiday with easyjet didn't have the options we wanted. However the Tui holiday didn't offer a transfer to the hotel from the airport & return. Only found this out after booking. Tried to contact easyjet to arrange this, but after being pushed from pillar to post eventually after waiting 25 mins on the phone spoke to someone who said they couldn't help. | 1 |
EasyJet | We booked a large family holiday for next summer to Malta – a LOT of money. Checked on the booking online before Christmas but it had disappeared from our account page on Easyjet.com. After a couple of weeks of this we called Easyjet Customer Service (CS). Told we should have received an email telling us to call CS. We did not get this email but were now calling CS. We were then told that the flight (9 months away!) was oversubscribed. CS rep said he could not do anything to address the issue, and a manager would call us back. Not heard back for several days now. This is leaving our holiday plans in total turmoil. Absolutely useless CS! | 1 |
EasyJet | We booked a luxury holiday for our 60th birthdays through easyJet.Big mistake !!Our case did not arrive on the way outWe had no contact from easy jet at all we managed to get through on the "on holiday " phone line after couple of hours and they reported there's nothing we can do !!!So for 3 days of our luxury holiday we had no nice clothes or toiletriesOnly the ones we could buy in the nearest supermarket ( which was an expensive day ) not what you want to be wearing to the beautiful restaurants we had bookedStill nothing from easy jet.On the 3rd afternoon my partner received an email form jet2. Not even easyJet !! To say our case had been brought over late the previous night on one of their flightsStill nothing from easy jet.The case eventually turned upI am trying to claim for the out of pocket expenses we gave incurredThe website will not let me go back to our date of flying which was 25/07/24Not that long and they say you have 21 days to claim !!Think they hope we give up before the last dayIf easy jet cannot give 5* customer service they should not advertise 5* holidaysI spoke to a customer service human 40 mins agoHe left me on hold for 30 minsClicked me back on said "hello sorry for your wait " then the line went dead 😵Come on easy jet. Pull your act together | 1 |
EasyJet | We booked a luxury holiday in Marrakech with Easyjet holidays. My expectations weren't overly high but they exceeded them in every respect. There was a private transfer from the airport to the hotel. The hotel was indeed luxurious in every way and there was a private transfer back to the airport. Everything went smoothly apart from the airport that was chaotic but nothing to do with Easyjet. I would trust their description of a luxury hotel and definitely would book a luxury trip with them again. | 5 |
EasyJet | We booked a mini honeymoon to Edinburgh and had an amazing time.The service from easy jet was quick and easy.We booked a package holiday with easyjet holidays and it was great the hotel we had booked was not as good the Leonardo royal Haymarket was old fashioned and a underperforming 4 star more like a 3 star.We were so underwhelmed and so not happy.we called easy jet and explained the situation they did everything they could to sort out it took about 3-4 hours to sort out but they were able to move us to the Novotel Edinburgh center hotel.The quickness and ease that easy jet made this was great it was fantastic that they were able to help sort the situation out for us.We will definitely us easy jet holidays again. | 4 |
Grupo IAG | We booked a package holiday for the whole family to Madrid for 4 days. The hotel was 4 star but that was not our experience. I complained to the hotel at the time and to BA on my return. Have got nowhere with them. I was offered a derisory £185 which I declined. Considering the holiday cost over £5000 in total I felt this did not reflect our experience of one of the worst hotel rooms I have ever encountered. Mould everywhere, a positive health hazard. They then closed my case! Customer service absolutely appalling. Will never book anything with BA again. They do not care one bit for their customers health, safety or satisfaction. | 1 |
EasyJet | We booked a package holiday through easyJet. 1 hour before we were due to come home our flight was cancelled. As it was at 1am and we have a child to think about we were understandably concerned about where we would stay. EasyJet immediately found us alternative accommodation with the same all inclusive package and have been in regular contact to let us know what's happening at every opportunity. After all the bad reviews I've read online I believe this deserves some recognition as we could have been left stranded and out of pocket. Not only did we get an extra days holiday but we also didn't pay a penny extra. Great work easyJet! Thank you | 5 |
EasyJet | We booked a package holiday with EasyJet to Cambrils in Spain. We flew in to Barcelona airport. Easyjet subcontract the transfers between the airport & the hotel. In our case it was a company called Giavanni travel. This is totally uncoordinated & you are left to make your own way from one terminal to another to find your coach which is not easy or straightforward. Worse than that though, on our collection at the end of our holiday the coach driver ( who never left her seat) drove off & failed to close the baggage door after cases had been loaded onto the coach. Ours & other passengers had lost suitcases that had fallen from the coach whilst on route. It turns out that Giavanni travel in turn subcontract the transfers to yet another third party company called Planer. On return we immediately reported this incident to EasyJet who emailed us a reference number. Terribly disappointed that we have heard no more from EasyJet. They have totally ignored our plight & the fact our holiday was ruined by losing our suitcase case & all of its belongings. The response has been awful & not one I would have expected from a company the size of EasyJet. I have looked at Giavanni travel on TripAdvisor & seen that recently another passenger lost a suitcase case from the coach on a transfer. This now seems highly suspicious & I am shocked & aghast that EasyJet are not only ignoring their customers who are victims of this terrible situation but actually continuing to use Giavanni travel!!!! Shame on you EasyJet & I will not ever use you again for a package holiday & am posting to highlight the lack of customer service & care shown. | 1 |
EasyJet | We booked a package holiday with Easyjet for the end of August. The hotel was not anywhere near the 4* we were told - dirty, poorly maintained, uncleaned rooms, broken toilets, broken beds, broken and dangerous tiles by pools etc etc. We managed to get moved rooms after a few days, despite the hotel manager clearly not liking her job.We were absolutely devasted by the start to our holiday. After saving up, this was the first trip for our family in 5 years. We were charged a premium price for what we thought was a fabulous hotel. Found out when we arrived that other families paid far less with other agents. One family commented that they would put up with it because 'you get what you pay for'. Turns out they paid for a budget holiday. We did not.Raised a complaint with Easyjet on our return, and despite now being on day 37 we have yet to get any response - they have a 28 day policy in which to reply.Apparently not only do they miss-sell holidays, they have absolute disdain for their customers on return.Easyjet need to realise families spend years saving for these trips, and trust them with our money and our family, and they have shown complete contempt. Reply to our complaint, Easyjet, and take some responsibility. | 1 |
EasyJet | We booked a package holiday, which I have to say was great. No hassle and checkin going out was easy. There was a food voucher offer which I took up for both outgoing and incoming flights for two people. Boarding passes outgoing showed the voucher, but coming back the airport (Tunisia) did not have up to date technology and a boarding pass was issued on arrival at the airport. The boarding pass showed no indication of the food vouchers and when I asked on board was told they could not issue food as there was no proof, although they apologised and took my reference number, they said I could contact Easyjet on our return. The website takes you round and round in circles and gets nowhere for a complaint, I rang the telephone number and again it indicated going to the website!!! This was not a great amount of money £20, but why should I give Easyjet another £20. I have never done this before, and certainly wont to it again. There was not a lot of choice anyway and it was quite disgusting - soggy toasted cheese and ham sandwich! Lesson learned and hope this discourages others from wasting hard earned money. | 2 |
Ryanair | We booked a private transfer through Ryan Air ,we arrived At Tenerife to no taxi, given a phone number that went to answer phone. Asked at every kiosk all denied dealing with Ryan Air .After continually phoning we were sent to a kiosk they proceeded to place us in a queue. All staff were rude and could not speak English Coaches came and went but no taxi came.After a further two hours a family took pity on us and we were taken to our destination by there mini busPLEASE DO NOT BOOK A PRIVATE TRANSFER WITH RYANAIR DONT WASTE YOUR MONEY AS IT WILL NOT BE REFUNDED | 1 |
EasyJet | We booked a private transfer via EasyJet app. The transfer did not show up - this was a late night flight to a country we have never been to before. We thought it was peace of mind to book through what we thought was a reputable company. However this was not the case. We had paid £37 in advance for the taxi. We were left stranded at the airport late on a Friday night. None of the 'emergency' numbers were answered. We had no option but to pay a further £32 to a taxi outside of the airport. Since then we have been pushed from one company to the next with no-one accepting responsibility.I would also add on our return journey to the airport we secured an uber for £7 Which included the tip.EasyJet are dishonest and nothing more than criminals in my view. | 1 |
Jet2.com | We booked a return (22-26 August) flight to Bodrum from Stanstead. Both of our flights were delayed by an hour. However I would like to comment that the cabin crew were great. | 2 |
Lufthansa | We booked a return flight London to Dubai for 23rd of September family of 5 , 3 adults and 2 kids . On getting to the airport on the day my son of 7 started having asthma attacks and was struggling to breath we had to cancel the trip and drove straight to the hospital, we contacted our travel insurance and the claim was granted but they needed an evidence of no show or anything thing from Lufthansa to prove that we didn't not fly but since then Lufthansa has been pushing us around we've sent numerous emails to them and still nothing. No customer service direct number basically no one to contact, this airline is a joke and fraudulent very dodgy. Our claim is still active and the money isn't a small amount this company is so wicked and pathetic. | 1 |
Lufthansa | We booked a return flight to Namibia for December back in October when Namibia was considered one of the safest places to travel regarding Covid. Unfortunately this all changed end of November. We flagged this with Lufthansa (after spending 1.5 hours waiting for customer service) but they were unwilling to help us and said it is the ‘risk of this time. Their suggestion was that we ignore restrictions and use the ticket to fly to Namibia. I will never again choose Lufthansa. In the end our only option was rebooking to another destination and paying a hefty premium on an already expensive ticket (+50% extra charge), and travelling to Cancun with Eurowings. | 1 |
SAS | We booked a return flight to Stockholm for a family holiday, 36 hours before take off we received a text message cancelling our booking, with no alternative flight offered, both legs of the journey. We would have been flying this Morning and have now found the flight still took off, the message cited issues at Heathrow, we now know they just sold our seats for a higher price and our summer holiday is ruined! Terrible Company, don't trust them. | 1 |
Lufthansa | We booked a return flight with Lufthansa a year ago. The return flight should leave Sydney to Manchester on 12th December, booking ref Q6EVX2. However, we have just been told we have been 'bumped' from the first leg of our journey, which should be Sydney to Hong Kong, flight LH7000 departing terminal 1 at 15:45 on the 12th.We have been on the phone for hours, with customer services telling us the earliest flight they can get us on is on the 28th December, This is outrageous and is in clear violation of your policies.After discussing for over an hour with customer services, we have been put on a 32 hour flight which gets home a day later that we should be arriving, and told no compensation is available. This is not acceptable, particularly when there is a flight available at 6:00 from Sydney to Manchester via Dubai in business class that would get us to our destination on time (EK415). | 1 |
Lufthansa | We booked a return flight with Lufthansa assuming that if something would go wrong in these Corona days it would get solved. What a mistake ! Our return flight from Crete to Brussels on the 19th November was cancelled and the proposal we received by e-mail was a flight from Athens to Brussels. When I called their customer support the first proposal was a flight on November 30 (11 days later) leaving 6:55 in the morning and arriving 20:50 in the evening. There were flights available leaving 6:55 arriving 10:50 several times a week but we could not be booked on those because we did not have the right booking class. I was asked to call again later, maybe other options would become available. The next time I called the proposal was even better: we would leave on the 29th and arrive on the 30th (a stay in a hotel was not included). I could contact customer relations if I did not like this, which I did. The only answer I got from them was that their customer services were able to handle this problem. After calling 5 or 6 times they finally arranged a flight for us: on the 1st December. At least that was what I understood because when I received the e-mail it said the 5th. When I tried to get this changed I was told that I would have to pay because I confirmed their alternative. When they were calculating the cost they ended the call so I gave up and booked a flight with another airline and got home without problems. Off course I did not want to throw away the money I spent on the Lufthansa ticket so I tried to rebook it for next year. Again a huge mistake. If the flight was booked as a return flight on their website it would cost only €8 more than my original ticket, but as a single ticket it would cost € 150 more. So changing the ticket to next year would cost me €150 per person. | 1 |
SAS | We booked a return trip 5 months in advance and 3 weeks before departure we received an email that the time of departure was pushed 9 hours. One week later I saw that there was a departure just 30 minutes later than our original booking.A phone call to customer service did that we were re-booked on our original flight, but no information was given as to why we were booked for a later flight in the first place. This is, undfortunately, not the first time we had this experience, as our flights have been re-scheduled 3 out of the last 4 SAS flights we have booked.As always, we had paid extra to get seats by the emergency exit, but today, just 2 days prior to departure, we received notice that we were moved to other seats.Again we called customer service, who said, and they really did say so, that "…they were allowed to do so, and that was just how it was".When we tried to argue that we had paid extra to get these seats, she didn't want to talk to us any longer and hung up.We have only chosen to fly with SAS because there is no other options, but now it is definitely over, we'll never use this airline company again.I'm working with a travel agency and I'm looking forward to sharing my experience with anyone who wants to listen. | 1 |
Lufthansa | We booked a round trip business class trip from Los Angeles to Rome thru Munich and the return the same way. When we boarded in Rome for the return flight thru Munich we were on an A321 and were very disappointed in the business class experience. It consisted of coach seating with the middle seat empty. For what we paid, I would have chosen another airline. The flight attendants were very nice and accommodating. However, every passenger in the Business Class seating were grumbling with disappointment with what we got. | 3 |
Lufthansa | We booked a ticket from Manchester to Strasbourg via Frankfurt.We were told our luggage would be delivered to the Air Rail Terminal in FRA.When we were arrived our luggage was nowhere to be found. We we received no assistance at all from the Lufthansa ground crew. I should point out that my partner was pregnant at the time, and the ordeal was very stressful for her. This solicited no sympathy from the Lufthansa ground crew.Eventually we had to avail ourselves to the services of a Turkish Airline employee to find our baggage from a Lufthansa flight. We are indebted to this individual.When we did retrieve our luggage, we had by then missed our connection.We sought out the Lufthansa Customer Service desk, and presented them with our predicament.They suggested either making our own way to Strasbourg, and be reimbursed later on by Lufthansa, or to travel tomorrow.We opted for the second option since by that time my partner was not in a state to travel further.Lufthansa however refused to put us up for the night, absolving themselves of responsibility by blaming the Airport Staff.It should be pointed out that Lufthansa themselves directed us to the wrong place, despite being fully aware of the true baggage drop off point.Left with no choice we took the first option.When we arrived at Strasbourg, and initiated the claim for reimbursement, we received a galling denial from Lufthansa.We submitted to an arbitrator who awarded us 80 percent of our claim.However Lufthansa now refuse to accept his resolution. | 1 |
Ryanair | We booked a ticket through Ryanair for 53 euro's. When we arrived at the airport, we had to pay 55 euro's per person extra because we didn't check in online. This is the first time I am seeing after taking about 250 flights with different companies. This is the first and the last time that I am flying with Ryanair. I hope they will go broke, because this is a total scam. My check-in costs more than the ticket itself. Unacceptable. | 1 |
Turkish Airlines | We booked a ticket to Europe via Booking.com with Turkish Airlines. Unfortunately, there was an error in our 2-year-old son's surname, which led to a significant issue. The travel agent was unable to correct the mistake, and Turkish Airlines outright refused to assist, stating that the ticket had not been purchased directly through their website. Essentially, we were not considered their customers.After spending countless hours on the phone and exchanging numerous emails (or "feedback" as they term it), we had no choice but to cancel and rebook the ticket—at an exorbitant cost of $4,200 for a 2-year-old child. This was, by far, the worst experience we've ever had with an airline. | 1 |
Pegasus Airlines | We booked a ticket to London from Istanbul for a holiday in July in late February. But because of the COVID -19 pandemic all our plans we’re ruined. We called them and they recommended us to turn our ticket into a open ticket as we would not be able to get a full refund. So we went with their word and turned it into an open ticket and every time we tried to reissue one ticket (we had to pay the difference) after the payment the system got crashed. We attempted 3 times to reissue and each time our payment went through without any confirmation.They took almost 3 months to give us those refunds. Very bad customer service and we lost hope and had to cancel our flight and lost £115 at the end. One of the worst and unhelpful customer service. | 1 |
Norwegian | We booked a transit flight to Rhodes, we had a small window to change flights in Sweden. There was a problem with the aeroplane and we were off loaded in Alicante because of an electrical fault. However after a short while the fault was fixed, and asked to return to the plane. This now made it that we would miss our connection, but the aircraft staff came and asked us when our connection flight was due to leave. They then returned and informed us that our flight was on the next gate to where we where going to dock. They moved my husband and myself just prior to landing to 2 free seats at the front so that we would be able to leave the plane first. When the cabin door opened they called our names and told us how to get to the gate, we ran as fast as we could to the gate, and they where waiting for us, because they had been informed that we where on our way. Also we had booked in luggage and this was also transferred onto our flight to Rhodes. I cannot praise the service we received enough, as I consider the service we received was far above what anyone could express. Most excellent. | 10 |
EasyJet | We booked a trip and added 2 x 23kg bags to the website. Very misleading that these did not show on the confirmation. So on a subsequent booking we added to more cases. Now we have 4!!!!Because of timezones, it took longer than 24 hours to get time to do a chatbot. Seems that they can make no changes to bookings after 24 hours.Epic fail costing $150. | 1 |
Turkish Airlines | We booked a trip for 6 pax from Helsinki to Cape Town with departure end March, which was cancelled by Thy due to corona lock down. After many trying we managed to get through and decided to change the tickets to mid November.Unfortunately the flight was once again cancelled and we this time decided to cancel and as for a refund.Got answer from Thy confirming the cancellation and a refund would be allocated to the used creditcard.Today one week later the amount was received.Super service, once again and we will go to Cape Town once the situation has normalized.With THY of course | 5 |
Ryanair | We booked a trip to Spain which should have started today (11th September 2020). Due to Covid-19 we had to change our plans and changed our flights to July 2021 (At least £45.00 per person per flight to do this). We also had car parking booked through the Ryanair website too. You would have thought changing the car parking arrangements to suit would be straight forward and easy. How wrong was I. Ryanair Customer Services told me that they could not change the booking and I would have to ask the Car parking provider to carry out this. However the Car parking provider explained that they were the third party as the initial payment was made to Ryanair and therefore they could not make the change. This bad experience with Ryanair Customer Services, if you can call them that, during this Covid-19 period of time coupled with the inflexibility of the Ryanair policy just makes my blood boil.... | 1 |
Lufthansa | We booked almost two months in advance. When we arrived at the check in they said they had overbooked and if we could volunteer to go in another flight ( KLM ) leaving at the same time. I figured no harm so I ran to the other side of the airport only to be told by KLM that we had not been booked on that flight and that the gate was closed. So we had to run back all the way to Lufthansa to then be told they could get us on our original flight.In form of " compensation" they offered us €250 each. And put us up in a hotel with a shuttle bus from the airport. But like the previous promise of another flight , the shuttle was non existent so we ended up paying for taxis out of pocket. Next day when we arrived early to follow the given instructions about the compensation once again, no one knew anything and everything they told us was wrong. The only thing we could do was file a claim online. Of course this is a very convenient way of not dealing with customers. I called and was told if I wanted to make a reservation of course I could talk to someone, but if I have a complaint that can only be done online... nice way of avoiding responsibility and not facing your many unhappy passengers.So claims filed, and still no reply.... Lufthansa promises are lies .... don't fall for it... | 1 |
EasyJet | We booked an EasyJet holiday package from London to Crete Malia.1. Package was massively overpriced. We booked for £350 per person for a triple room at Yiannis Manos Hotel. Turns out that the return flight was only £200 return, the hotel stay was £50 so they made a huge profit only with added transfers to the airport2. Bus transfers provided by EasyJet were over 30 minutes late. Scheduled travel time was also wrong (took 1 hour longer than stated). Overall terrible service and we could have gotten a better deal just taking a taxi3. Plane got delayed due to storms in London. Turns out we were not entitled to compensation under EU law EU261 due to weather conditions (protect profits of carriers like EasyJet). It was extremely stressful for everyone and my friends had to cancel their connecting flight from London. Prices may seem attractive but book at your own risk | 1 |
Ryanair | We booked an airport transfer (taxi) via Ryanairs app, we paid, we received a confirmation and a reminder on the day, but the taxi never came! They still charged us 140 Euro, which they have not paid back!On the day we tried to contact the support, but they couldn't help us. They just told us to book another taxi.We booked this transfer in advance, because we had to catch a plain in Treviso, Italy, from our hotel on the country side. Which made it very difficult to get a new taxi.We will not accept not getting our money back! But it is almost impossible to get in touch with customer service!! | 1 |
EasyJet | We booked an easyjet holiday to Rome last year. The hotel we booked was showing as permanently closed!! Rang Easyjet, they were unaware. Somebody was calling back within 7 days, 2 weeks later still waiting. We did our own investigation and the hotel had been taken over. Apparently we are booked in but easyjet no longer go there. Conformations from easyjet would be lovely. Absolutely hopeless. Never again would I book an easyjet holiday. Customer service NIL | 1 |
Ryanair | We booked and paid a trip in February incl. rent a car. Ryanair's cooperation with Goldcar / Carhire does not work, we were charged full payment for car hire by Goldcar, even though we had paid most of the amount at the time of booking. | 1 |
Lufthansa | We booked and paid for 6 tickets to Malta in February 2020.We were prohibited from using our tickets because Malta would not admit passengers to the UK at the date of departure.Despite promising several times to refund our advance payment, we have not yet received it.We are very disappointed that our advance payment has not been refunded promptly. We will be taking court proceedings to force repayment if Lufthansa fail to do the right thing and give us a full refund. | 1 |
Iberia | We booked and paid for exit row (long leg) seats (£80) for our flight from Madrid to Santiago but on check-in found we had been bumped back to seat 28 and not even sitting beside each other. Because we flew from London first we complained at check-in in London but they couldn't do anything about it. Then asked about it again in Madrid and they said it was too late as someone else had been allocated our seats and they didn't want to upset them. My partner was furious as we are Oneworld Emerald Frequent Flyers and this is a Oneworld partner airline. He is very tall and had especially booked the extra leg room seats. We are dreading the return flight next week as this sort of thing is really upsetting especially when the staff sympathised with us and said Iberia often do these things. | 3 |
Ryanair | We booked and paid for our flights to Tenerife. Then, out of the blue, we were sent an email stating that they had cancelled our flight and offered a replacement flight for two days later. Of course, their small states that they're not liable for any costs. Very helpful! | 1 |
Jet2.com | We booked and paid for seats 1A,1B&1C outbound & inbound. Outbound we were halfway down the plane and coming back the same except we were split up and not sitting together. This is not what we paid for. | 3 |
Air Europa | We booked and paid online. We arrive 2 hors before departure before being told we were on standby. Reason was a massive overbooking, the plane was delayed by 1.30 hours. We waited again to be told no one deemed overbooked will board. We has to retrieve our luggage to start again. The staff didn’t understand the sky team highest status saying there was no business class on the flight. Try to explain the difference between a priority status and a seat class to a wall was easier. Avoid at all cost. | 2 |
Ryanair | We booked and paid our tickets well in advance. And we arrived at the airport well in advance, with plenty of time. Ryanair had no machines for checking in, as the other airlines, so we headed for the counter and were informed that we'd have to pay a fee for checking in (!). Who comes up with the idea of a fee for that? No e-mail or text message had been sent to us about checking in and we were told that the online check-in possibility had been "closed". Who comes up with the idea of "closing" an online check-in possibility? And who decides to close it two hours before the flight? That is exactly when you normally want to check in! We had to pay another 1900 SEK (ï¿¡150 or $190) to get on a flight that we had already paid for. This was for the two of us and our child for a one-hour flight.This set-up was clearly planned to be unhelpful where other airlines try to be helpful. And it was clearly planned to be a way of making money off of travelers who assume that this airline behaves in a way that other airlines do.This was our first experience with Ryanair. Yes, you tricked us, but we will never return. | 1 |
Vueling | We booked and payed a car and a flightl. We have not recived any confermation for the car. We whrite to Vueling but no ansver. We try calling Vueling on the telefone by the numbers they provide, but the phone sayes the number doesnt eksist??????Really bad service or non excisting service. | 1 |
Ryanair | We booked approx. three months ago to fly with Ryanair to Faro in December 2020 and needed to alter the flight until March 2021. Despite it saying on Ryanair website that any bookings for December 2020 and January 2021 could be moved with no fee we have found that this untrue . In their terms and conditions it says that booking can be moved free of fees , no other comments.When we tried , the online additional charge to change was £105.48 as against a new booking of £104.98 .I contacted Ryanair and they said this was correct as there was an offer when I booked and it was in the small print which was not given to us.So it is more costly to change than book from scratch which seems another ploy to get money out of you .This particularly despicable given the current situation with COVID-19. So do think you might want to change be wary of using any offers from Ryanair .I would also add that Ryanair would not transfer the priority to a new booking . | 1 |
Grupo IAG | We booked business class from Manchester to Melbourne with BA ,flight ok to Doha,but flight from Doha to Melbourne on a Qatar flight was terrible,my seat was broken and wouldn't recline so I could sleep ,the staff forced it into my sleeping position ,but it wouldn't let me get up after my sleep ,the staff had to force the seat into a sit up position with 3 pillows behind me so I could eat my breakfast ,this is not what I paid for in business class ,the staff came and apologised and said it would be escalated,never heard back ,BA even closed my complaint after they never replied to my complaint ,I will never book with B A again ,customer service a joke | 1 |
Grupo AirFrance-KLM | We booked business class with 1x2x1 seat configuration with flatbed in a B777 from Paris to Johannesburg and back. On the outbound flight, AF changed the plane (B777 with other cabin configuration) 10 hours before departure and we were downgraded to premium Economy, because there were not enough seats in the business. On the return flight the plane also was changed (B777 with other cabin configuration) and we flew in a very old and narrow business class with 2x3x2 configuration and no flatbed. This is not fair business. We did absolutely not get what we paid for. | 2 |
Iberia | We booked business flights to south America for next year.After a couple of changes to flight times made by Iberia, we decided the uncertainty was too great and so called them to ask for a refund. They told us the refund could take up to 8 weeks. After 4 weeks and with no money being credited, we called to check, only to be told we were not due a refund and that they would issue a voucher instead….. Twelve calls later (with an awful level of customer service – including their staff hanging up on us!), no voucher received and Iberia saying that we would have no refund, no vouchers and no flights. Unbelievable.Needless to say, we will not be flying Iberia again – for any reason whatsoever. Awful service!! | 1 |
Wizz Air | We booked checked baggage and expected it to apply to both legs of a round trip. Only later did we find out it only applied to the outbound flight. Very unclear during booking.On top of that, the app didn't allow us to check in, so we had to pay over 1000 SEK at the airport.Overall, not worth the stress. Will be reporting the issue. | 1 |
Wizz Air | We booked checked baggage and expected it to apply to both legs of a round trip. Only later did we find out it only applied to the outbound flight. Very unclear during booking.On top of that, the app didn't allow us to check in, so we had to pay over 1000 SEK at the airport.Overall, not worth the stress. Will be reporting the issue.See more | 1 |
Eurowings | We booked directly on-line with Eurowings for a flight on 31 December 2018 Stansted to Munich. We were advised that Eurowings had unilaterally changed our flight to one day (24 Hours) later. This was not acceptable as we would have missed our connection in Munich. We were told that the flight was not being operated any more. However, both Eurowings and the wholesaler still list the flight on their websites and we could have wasted more money by purchasing the same ticket again. Clearly, either the "reason" for the change is not true or the airline has not kept its website up to date. We suspect the former. We have made our own arrangements (at extra cost and trouble) with another airline. I have allocated one star as that is required. If I had a choice, I wouldn't allocate any stars. | 1 |
Ryanair | We booked early and got a great deal on 2 return flights to rome with transfers to the train station.Excellent service and no problems | 5 |
Jet2.com | We booked extra leg room seats, and enjoyed the flight | 4 |
Jet2.com | We booked extra leg- room seats. Going out the seat we're on row1 and the legroom, although more than a normal seat was not as much as a wing seat.On the return flight, although we did have extra legroom, row 30, the seats had the tray table in the arm. This meant the seat was narrow and you are unable to raise the arm rest. Was very unhappy paying for extra comfort and receiving none!The crew were mainly more interested in chatting to each other whilst serving drinks etc than actively listening to customers.Standards with Jet2 are definitely slipping. | 3 |
Ryanair | We booked extra legroom and paid direct to Ryan Air on their app. When we arrived on board the plane had been changed so the row we booked was no longer extra legroom. Biggest problem is customer service is shocking I tried to get refunded to be told I had to contact on the beach as I booked the flight with them even though I paid Ryan Air for the seats direct. On The Beach say they cannot do it on our behalf and Ryan Air are as helpful as a chocolate coffee cup. | 1 |
EasyJet | We booked flight & car hire with easyjet to Aberdeen Airport. Easyjet delayed our flight so when arriving at Sixt car hire desk it was closed. On phoning easyjet/car trawler & Sixt, 2 hours later, no customer service, no one could help and no out of hours car hire with Sixt. Car hire was pre-paid, we were told to come back at 08.00 in the morning to collect our car. We then had to hire a car for one day to get to our accommodation and return to the Sixt desk at 08.00 in the morning, which we did and were then advised we were a no show the day before and no car for us! WE WERE IN THE AIR - DELAYED BY EASYJET!No one is bothered at all.We then had to re-hire another car and re-pay for a 2 week rental, through no fault of our own.Customer service now after the event on trying to reclaim our car hire money is non existent. All operators are passing the buck to each other to get out of the situation. IF WE WERE NOT DELAYED ON OUR FLIGHT THE PROBLEM WOULD NOT HAVE OCCURED! Very frustrated traveller. | 1 |
Grupo AirFrance-KLM | We booked flight from Buenos Aires to Amsterdam on 22d of July. Booking number RFD9C8. We chose this flight because of departure and arrival time. We travel with a baby. So we try to make our trip as short as possible. And today I found out that our flight time was changed. 10 hours difference! And that means that I have to come to the airport one day before and spend all night there WITH BABY. And then all day in Amsterdam. It's unhumanity from your side! And lie! KLM is absolutely not responsible company! | 1 |
Jet2.com | We booked flight only to TenerifeThe flight went according to schedulehowever Birmingham airport is not up toan efficient level yet. We arrived back from Tenerife at 2.30am and the baggage department empty but still had to wait 40 minutes for our luggage.More Staff are definitely needed at this airport. They should check out the efficient Tenerife South airport which is excellent. | 4 |
Iberia | We booked flight with Iberia from Munich to Panama with 1 change in Madrid. For some unknown reasons (non of the stuff could tell us why) the flight was delayed 2h. We arrived in Madrid with 20 min before the Gates to be closed, we ran through the whole airport ( from Terminal 4 to Terminal 1) to catch the 2nd flight. Sweating and hardly breathing we communicate our names and showed the passports. As an answer, the person at the counter apologized and told us that even if we are in front of the gates, and they are still open (in that moment, the status: boarding), she can't let us pass because we were relocated for the flight to Panama of the next day - we were very disappointed to see the airplane in front of us and no support from the company to get us in, when we did everything we could. She directed us to the info place where only 1 employee was handling a line with over 50 people (which lost their connecting flight because of other delays). During the first 30min the line increased, and only after 35-40 min other 2 employees came to help. In the end we spent 4,5h only in the line in front of the info point to be told that new boarding passes were generated for tomorrow flight (information we knew already) and that the company does not book accommodation or offer us any kind of support in actual situation, and we were redirected to the Iberia website to read 'what to do in such situations'. We were very disappointed to see how such a big company does not care about people's time (staying 4,5h in line for 2 min in which we were told to check the website?!) and does not help its customers. | 1 |
Ryanair | We booked flights and airport parking mid Jan 24. Ryanair cancelled the flights Mar 24 and offered to change or refund flights. We chose to rebook but have found there is no way to reschedule the airport parking. How can a company take your money for a service, then change their service and refuse to refund or reschedule part of the service they sold us? Apparently the parking is non refundable despite the fact we bought a service package - or at least thought we had | 1 |
Ryanair | We booked flights at an extortionate amount, so the "affordable" airline is out the window, after going through the mind-boggling pages of "extras" that you need to pay for, we selected our seats, as its such a luxury that you can do that, it requires payment... we went through the security and started boarding the plane, and taadaa, our row (35) doesn't exist, as it only goes to row 33 in that specific plane, so they said wait outside while everyone else boards and then seat in the free seats, no apology or explanation from the staff, as if this is normal everyday occurrence. Didn't assist in finding any seats, so we had to go around the plane looking for a seat. Before they had the selling point of cheap, now it's just expensive and unacceptable. Won't be going near them again. | 1 |
EasyJet | We booked flights for Reykjavik before covid, they would not give us our money back only a voucher.They only allow the vouchers to be spent how they see fit. We could not spend them on a package holiday as since this time period we now have Children.You can't buy food vouchers with the voucher it was plain and simply theft. Our family and anyone who listen to us will never use this company again.I hope you treat your staff better than you do your customers! Absolute and utter scum. | 1 |
Lufthansa | We booked flights for my family to Orlando for 19/05/20 and Lufthansa cancelled it (almost $5000 USD worth). We have called Lufthansa multiple times since for a refund, and the customer service operator just gives a generic answer that "refunds are being processed" but they can't gurantee the time frame for refund. Not sure if the refunds are even being processed or this is just a delaying tactic while awaiting the bailout money. Read online and there are countless other complaints that Lufthansa is giving the runaround for refunds for months. We are just providing an interest free loan for them!We booked flights with Delta and Cathay during the same period and they refunded us within 3 - 5 days with no issues. Extremely bad service from Lufthansa! When I last flew with them around 10 years back, they had a aircrew strike too!Very shortsighted from the management, when global air travel recovers in the future, I'll definitely never fly with them again! | 1 |
Vueling | We booked flights from Gatwick to Barcelona for a family holiday (myself, husband and two young children) through the British airways website - as a comparison site found the cheapest flights for us.We booked the flights seamlessly online but I didn't notice the small print that said the flight was actually with Vueling.The day before our flight, I checked the flight number and that's when I realised we were not flying BA. I'd never heard of Vueling so the first thing I did was check trust pilot. I was MORTIFIED. The reviews were AWFUL and I had that sick feeling in the pit of my stomach! I was certain it would be a nightmare!How wrong I was!!!!Check-in was speedy and straight forward (!3 lady on the desk was polite and professional.We boarded the plane and although it's probably the most basic cabin I have ever been in, it was clean and tidy.The cabin crew were excellent and seemed extremely competent.We were delayed by a few minutes due to some late passengers but the pilot communicated the delay and informed us that we would not be held-up too long.The flight was fantastic. In-flight food and drink were reasonable.We had cross-winds to contend with during landing but I have to say it was one of the smoothest landings I've ever experienced!Our baggage came out on the carousel before we'd even got through passport control and all bags and buggy were present and correct - no damage or missing items!We had exactly the same experience on our return flight and for the money, I can strongly recommend them!I wish the other few hundred passengers on our flight would leave a review too because it would certainly put people's mind at rest!Much better than my previous easyJet and Ryanair experience so if you're contemplating using Vueling, then I say GO FOR IT.Thank you very much! | 5 |
Lufthansa | We booked flights from the UK to the US because the price was a good one and we started planning our trip, booking car hire and hotels etc.7 months on and just 2 months before the trip, they called to let us know that the price had gone up.. by nearly double.I spoke with trading standards who said Lufthansa would be in "breech of contract" and when I next spoke to Lufthansa I was told I had to speak to the customer service team as they were only the reservations team. I asked for a number to call and apparently they only take email queries. What kind of company only takes emails?What's more, the last time I emailed with a problem, it took them 3 months to pick up the email. Our trip will be over if it takes that long again. | 1 |
EasyJet | We booked flights months before covid happend, and when it happend we knew there are gonna be issues. But the series of events that unfolded left a bitter taste in my mouth and we will probably never use this company again. At first they kept changing our flights, that caused me to loose a deposit on a hotel... Then when we were all set up and both countries allowed to travel back and fort. They cancelled our flights. So we rescheduled to next year. And again they kept changing our flights. And then cancelled it again. So we wanted a refund. They charged us the cancelation fee and when I wanted to get it touch with them via email, I was always redirected to a FAQ or a bot, that didn't understand, what I wanted. When I filled their little message window, that promised me to get in touch with a human. I recieved an mail few days later, refering me to FAQ or the bot... | 1 |
Jet2.com | We booked flights only Bristol to Faro with return. They did everything as well as expected with very little fuss. Will definitely fly with them again | 5 |
Jet2.com | We booked flights only but we were kept informed from the date of booking right up to our departure. Staff were very friendly and helpful at check in, boarding and during the flight. Will continue to use Jet2 whenever we fly. Excellent. | 5 |
Jet2.com | We booked flights only to Dubrovnik from Manchester Airport. Staff on the plane were pleasant enough. Getting on the plane the boarding staff said gates open & to board the plane which involved a flight of stairs. Everyone started to go downstairs then we all had turn around and go back up the stairs & out because one member of staff said someone had left the lower door open and it wasn't them that had opened it !! We then had a further 10 minute wait until she checked with whoever she had to for us to go down the stairs again! Very confusing to say the least. | 4 |
EasyJet | We booked flights to Athens and to return via Crete! There were no delays but both planes were outsourced to different companies on unmarked aeroplanes ( one being Latvian airways)The leg room was minimal and the seats were really uncomfortable! It actually felt like there was no padding in the seat or back area! Boarding wasn't great either! They just let everyone on the plane at the same time! | 2 |
EasyJet | We booked flights to Brazil to see family. The flights were from Birmingham airport to Lisbon and then a connecting flight from Lisbon to Fortaleza, Brazil, with EasyJet taking us the first leg of our trip to Lisbon.The occasion was exceptional for us as a family as my brother and his wife, who live in Brazil, have had their first child, my parent's first grandson. It was also to celebrate my parent's long marriage on their 45 wedding anniversary.We made all the arrangements in March 2023. It was to be a once-in-a-lifetime trip for my parents 73 and 65. The flight was at 10:35 23-05-23. We arranged the taxi for 6.30 am and arrived at Birmingham Airport just after 7 am. The EasyJet check-in desk didn't open until 8.35. We had already checked in online and got our boarding passes, and we just needed to drop off our baggage. We had to join a long queue and patiently waited our turn for almost an hour. We were not advised that more long queues awaited us. We assumed the airline and airport had a duty of care towards us. We could not have been more wrong!!Going through security took two hours as there were hundreds of people. By the time we eventually got through security, the gate had closed, and we weren't allowed to board the plane, just in time to watch it take off.We spoke to airport staff who told us quite a few people had all missed their flights due to the queues at security. I called the EasyJet help desk, and the call representative was rude and not helpful, blaming us. We couldn't book another flight as EasyJest wanted another £110 each. We don't have that kind of money to pay extra on top of what we had already paid, and we don't understand why we should have to pay when it wasn't our fault in the first place. What was particularly distressing was watching my parent's hearts break as the trip we had all worked and saved so hard for disappeared, unable to hold their grandson and celebrate their long marriage. | 1 |
Lufthansa | We booked flights to Munich and soon after found out our son had a life threatening medical condition.Called Lufthansa expecting a straightforward refund but was told in no uncertain terms that they would not be issuing on as it is not an "extreme circumstance".Disgusting company lacking in compassion. | 1 |
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