Review Time
I am writing this review to warn other travelers about the unacceptable service I received from BudgetAir.THE SITUATION:On October 5, 2025, at 9:42 PM, I made a booking on BudgetAir for a London-Paris flight (€629.46). Within 30 minutes, I realized I had selected the wrong flight time and immediately contacted their customer service chat.WHAT THEIR AGENT PROMISED IN WRITING:Agent Ananda Rajan confirmed the following in writing (I have screenshots):The tickets were NOT yet issuedI could cancel with only €60 service feeAt 10:09 PM, when I asked: "So I will be refunded €629.46 minus 60 euros. Is that correct?" - The agent replied: "Yes, you are right."At 10:09 PM: Confirmation that cancellation was processedWHAT ACTUALLY HAPPENED:Based on this written confirmation, I immediately booked the correct flight on another website.Then at 10:14 PM (just 5 minutes later), I received a contradictory email claiming the booking was "out of the void window" and subject to airline policy.When I contacted customer service again (agent Sabahat Sania), I was told:The tickets had been "issued" (FALSE - I never received any tickets)The refund would now be €0.00Total cancellation cost would be €118 instead of €60THE PROBLEM:Because of their agent's written confirmation, I made another booking elsewhere. Now I'm stuck with:Two flight bookingsNo refund despite written promisesContradictory information from different agentsComplete dismissal of their own agent's commitmentsWHY THIS IS UNACCEPTABLE:Misleading information: Their agent gave me explicit written confirmation that was completely falseNo accountability: They refuse to honor their own agent's commitmentsFinancial loss: I'm now out of pocket for two flights because I trusted their informationPoor customer service: Instead of fixing their mistake, they hide behind "airline policy"THE TIMELINE:9:42 PM: Booking made9:48 PM: Contacted support10:09 PM: Written confirmation of €60 cancellation fee10:14 PM: Made new booking based on their confirmation10:14 PM: Received contradictory email11:13 PM: Told refund would be €0.00Total time between booking and cancellation request: 32 MINUTESMY DEMANDS:I expect BudgetAir to honor their agent's written commitment:Either refund me €569.46 (€629.46 - €60 as promised)Or provide a voucher for €629.46 valid for 24 monthsEVIDENCE:I have complete screenshots of all chat conversations showing:Agent Ananda Rajan's written confirmationThe contradictory responses from agent Sabahat SaniaTimestamps proving the 32-minute timelineLEGAL ACTION:If this is not resolved, I will:File a complaint with EU consumer protection authoritiesInitiate a chargeback with my bankReport to aviation regulatory bodiesContact consumer protection organizationsWARNING TO OTHER TRAVELERS:Don't trust verbal or written confirmations from their agentsTake screenshots of EVERYTHINGBe prepared for contradictory informationThey may not honor their own commitmentsBudget airlines like this can cost you MORE than traditional carriers when things go wrongThis is not just poor customer service - this is misleading business practice. A company representative's written confirmation should be binding. The fact that they refuse to honor it shows a complete lack of integrity.UPDATE WILL FOLLOW depending on how they resolve this situation.Would I recommend BudgetAir? Absolutely NOT. Save yourself the stress and book directly with airlines or use reputable travel agencies that stand behind their commitments.
Dear BudgetAir Customer Service,I previously sent a formal email regarding my refund request; however, I did not receive any response or meaningful action.As a result, I raised this issue publicly on Trustpilot in order to seek assistance and clarification.Following this, a partial refund was issued without prior agreement or proper explanation. This amount does not reflect the full extent of the loss I have experienced.In addition, a public response was posted stating that the issue had been resolved, which is not accurate. My case remains unresolved, and I have not received a clear or satisfactory explanation regarding the refund.For clarity, I am requesting a full review of this case and confirmation of whether a full refund can be issued.Please note that I am documenting and retaining all communications and actions related to this matter.Passenger names: • Daeheung Lee • Nau KimBooking ID: BA-20390179I would appreciate your prompt response and a fair resolution.Kind regards,Daeheung Lee
EDIT1: they commented the will come back within 48 hours (the flight is in 10 hours). They already told me 15 hours ago they would come back to me in 2h and then in 6h. So their comment does not seem to mean anything.EDIT2: After a call, and after we have manually booked new flights on our own budget, we got a written reply but no solution or commitment to payments/refunds yet. Will keep this thread updatedEDIT3: In the end, BudgetAir did refund the difference in fare for our group — but only after we were forced to book different outbound flights since there weren't enough seats available on the original itinerary. This meant we had to carry the risk and inconvenience ourselves, rather than having BudgetAir proactively find a solution for our group.While the chat support was completely worthless and unable to resolve anything, I have to acknowledge that the complaints team — though not very fast — was at least competent.That said, the overall experience was stressful and poorly communicated. In summary: BudgetAir's issues with support and reliability remain, but the complaints team did resolve the financial aspect in the end. This is why I increased my rating to two stars.Original comment: I am writing this review at 4 AM, completely exhausted and furious, just hours before my flight is supposed to take off. Thanks to Budgetair, I have no idea if I will be flying at all.This has been the single most stressful booking experience of my life. When I tried to check in for my flight, both the airline's website and their customer service confirmed they had no record of my booking.I contacted Budgetair's support, and their initial advice was dangerously incompetent: "Just go to the airport, it will be fine." If I had followed that advice, I would be standing at the check-in counter right now with no ticket, about to miss my flight.After I did their job for them and called the airline myself, I discovered the shocking truth. My booking was cancelled weeks ago, and the airline had already REFUNDED Budgetair. They took my money, never secured my ticket, and failed to inform me of the cancellation.For the past several hours, I've been trapped in a cycle of useless support chats. First, an agent promised a resolution within 1-2 hours. Nothing. The next agent extended that to 4-6 hours. Still nothing. It's now 4 AM, I'm on my third attempt to get a straight answer, and all I'm hearing is "our specialized team is looking into it."I have spent the entire night setting alarms to wake up every couple of hours, desperately checking my email for the update they keep promising. But there is only silence. They have my money, I have no ticket, and their support team is incapable of doing anything besides making empty promises.This isn't just bad service; it's a complete failure to provide the product they sold. Do not trust them with your travel plans. Book directly with the airline. It might cost a few euros more, but it will save you from the absolute hell I'm going through right now.
We booked our flights through BudgetAir.nl and were unfortunately very dissatisfied with the level of service received, particularly after sales.When our outbound flight was cancelled and the replacement flight was delayed, causing us to miss our connection, we contacted BudgetAir.nl for assistance. Instead of offering meaningful support, their only suggestion was to cancel our return tickets in exchange for compensation—leaving us to arrange our own return flights and all related expenses. This was not a helpful or reasonable solution in a stressful situation.In addition, prior to travel, BudgetAir.nl advised us to add extra luggage through their platform at a cost of more than €200. We later discovered that the exact same service purchased directly from the airline cost less than €100. This left us with the impression that the platform is more interested in upselling than in providing value or transparency to customers.Overall, the lack of support during a critical travel disruption and the misleading upsell around baggage fees has convinced us not to use BudgetAir.nl again. Professional after-sales service and genuine customer care are essential in the travel industry, and unfortunately we did not experience either in this case.
Booked seats , got cancelled, did not receive any refund, budgetair says it takes 8 weeks, after one whole year, no refund, after mailing up and down with their lazy costumer service it still did not get solved, made a dispute with my payment provider to get the money back. I will not book with budget air again.
They overcharge for seat reservation. I had to pay €160 extra for the flights even when the site of the airline itself says it’s free! When I called customer service they kept saying that this are their prices. They would not help. I highly recommend using another booking site, because some of them do not, or do lesser, charge you for seat reservation. Also first time I tried to call customer service I waited for 30 minutes and could not reach anyone.
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