Review Time
A delay in my earlier flight led to missing my connecting flight, and I was instructed to wait in a long line for a new boarding pass, which was complete chaos. There was another connecting flight available in two hours, yet the staff seemed oblivious to the situation and were quite inflexible.
I recently traveled from one city to another with the airline. Unfortunately, the experience was quite frustrating. Our flight was delayed—originally scheduled for 2:20 PM, but we were still waiting on the tarmac after 3:00 PM with minimal updates. More concerning was the poor handling of baggage. I checked in a brand new suitcase, and upon arrival, it had torn fabric at the corners and visible internal structure. For a suitcase to sustain damage after just one flight indicates how carelessly the bags are treated. If you value your luggage, I would suggest opting for a different airline or being ready for potential damage. I have video evidence of both the delay and the condition of the suitcase right after the flight.
I had a disappointing experience with the airline two years ago, but this time it was exceptional. Traveling with my family (my wife and our 2-year-old son), the check-in process was smooth and hassle-free. The staff performed their duties well, and upon arrival, our luggage was ready for pickup. This time, the airline truly deserves a 5-star rating. Disclaimer: "This is my personal experience."
The personnel responsible for luggage booking and boarding pass issuance at the airport displayed a high level of arrogance. They charged me 125 SR for oversized luggage, despite my confirmation at home that it complied with the 62-inch limit (L+W+H). Their assessment seemed arbitrary, and when I requested a measurement to verify the size, they refused. I lodged a complaint, but there has been no response from the airline.
I was denied boarding due to a supposedly missing travel document, even though I had clear proof of its availability through a photograph. Before my flight, I contacted the relevant authorities who confirmed there were no issues with my documentation. This confirmation was acknowledged beforehand. Additionally, I had been given the contact details for the official lost-and-found office. The airline had also assured me through their portal that this wouldn't cause any problems, indicating that such matters are evaluated by immigration officials, not the airline itself. Yet, I was still refused boarding.
There was no clear rationale provided, no accountable decision-maker was identified, and the entire decision-making process lacked transparency. Given this unreliability and lack of accountability, I plan to escalate this issue to consumer protection authorities and request a review of whether this airline should be allowed to continue operating flights to Europe.
The staff and service were excellent, but I encountered a problem with the meals. I contacted the support team to request a change to chocolate sandwiches for my kids. The representative assured me the changes were made, but during the flight, we discovered the meals hadn’t been updated. We had to decline the chicken meals since the kids couldn't eat them. Overall, it was a good experience, and the staff were very accommodating.
My experience with the service was nearly excellent, but there are a few areas that could use some enhancement:
1. The check-in staff were quite inflexible, insisting I remove 1 kilo from one of my bags, even though I had 4 bags and 2 were under the weight limit.
2. Generally, the cabin crew are wonderful, but one member was rather stern.
3. Typically, the flight begins with a blessing, but that was not done on my journey.
The onboard experience was excellent. The crew was incredibly helpful and friendly. I consistently choose this airline because it departs and arrives punctually, without delays. The online check-in process is also very convenient. Overall, I had a fantastic flight.
The journey was incredible from takeoff to landing, with an exceptional crew and a flight I can trust. However, compared to other flights, the entertainment and meal service should be included in the overall cost. The seating space felt cramped, and the aisle was a bit narrow as well.
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Flying to over 170 + destinations and pioneering the best fares in the region, Air Arabia was built for those who have places to go, things to do and people to meet.
Today, people have far too little play in their lives but travel is one adventure that keeps them going. Boosting their spirit to never stop and keep flying, our focus is to offer the lowest fares, more destinations and comfortable travelling. We want to make travel easy, fast, convenient and fun for all our passengers.
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