Inflexible and lacking customer focus! I had a very disappointing encounter with the customer service team. I mistakenly booked the wrong date and realized it almost immediately. I attempted to contact customer service by phone right away, but the numbers provided on the website were ineffective—no one picked up despite several tries. I then reached out to the local office. A representative requested that I send an email for internal forwarding, but this did not lead to a solution. I also contacted the main office. On Friday, I finally received a reply with a reduced ‘goodwill’ change fee, but it came with a strict deadline. Unfortunately, I was not well during that time and missed the email. As soon as I noticed it on Sunday, I responded right away. Even though there was no fare difference, the change was requested over 30 days before my departure, and I reported the mistake immediately, the goodwill offer was taken back. I was then informed that I would have to pay nearly the same price as the original ticket—simply because I missed the response time while being ill. There was no flexibility or understanding applied. While I comprehend that rules are in place, the lack of phone support and refusal to consider my illness or circumstances is troubling. How can such an unfair decision be made when I attempted everything possible to resolve the issue?
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airBaltic is the national Latvian airline that offers cheap flights to over 50 destinations in Europe and beyond from Riga, Vilnius and Tallinn. Its convenient flight schedule is great for both business and leisure travel, and frequent online deals at low prices provide the option to book holidays well in advance or grab a last-minute flight. Tickets are available for booking online on airBaltic.com, at travel agencies or via airBaltic call centre.See more
