I honestly find it disappointing that the only way to get a response from a company is by leaving a negative review. Should it really have to come to this?
My experience with Bravofly has been extremely frustrating from start to finish. The service and communication were so poor that I felt I had no choice but to write this review on Trustpilot. Ironically, it was only after posting a negative review that I finally received any kind of response.
Here’s what happened:
Bravofly informed us that a segment of our flight had been cancelled and claimed they were “working on it” for over 10 days—without providing any updates or solutions. Concerned, I decided to contact the airline directly, only to discover that the flight had not been cancelled at all. The departure time had simply been moved 15 minutes earlier.
This means Bravofly never even verified the information with the airline. Instead, they sent out cancellation notices, causing unnecessary stress and confusion.
I then contacted Bravofly again to explain their mistake. The chat support was completely unhelpful—agents repeatedly sent scripted responses saying they were working on alternative flights, despite me clearly explaining that no alternative was needed because the flight was still valid. It felt like no one was actually listening or understanding the issue.
I eventually called customer service, which took a long time just to explain the situation. All they needed to do from the beginning was contact the airline to confirm the status—something they claimed they were already doing, but clearly were not.
Did I receive any acknowledgment or apology for pointing out their error? No. No thank-you, no follow-up, no accountability.
Only after posting my review did I receive a generic reply saying they lacked sufficient information and wished they could assist further. This response only highlights the lack of internal communication and responsibility.
To make matters worse, the following day I received an email suggesting “alternative options,” including a partial refund—as if the flight had actually been cancelled. This is completely unacceptable and shows a continued failure to understand or resolve the issue.
This entire experience has been stressful, time-consuming, and deeply disappointing. It raises serious concerns about how Bravofly operates as a service provider and how little value they seem to place on their customers.
I will definitely not be using their services again.
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Founded in 2004, Bravofly is part of the lastminute.com group, a worldwide leader in the travel and leisure industry. We believe in using technology to make travellers’ lives simpler. Through our websites and apps more than 10 million customers, across 35 countries, book with us each year.
