Review Time
The customer service experience was abysmal. The website is practically useless, and getting in touch with a representative requires an excessive wait of over an hour. While overseas, I incurred significant long-distance charges because their office was closed on the weekend and didn’t take any calls.
The experience with customer support was extremely frustrating. The website is ineffective, and reaching a representative requires waiting over an hour on hold. While abroad, I incurred significant long-distance charges due to their office being closed on weekends.
Upon landing, I was mistakenly instructed by staff to move to the front of the plane to deboard. Only then did they realize I was not the person they needed, and I was told to continue on my way. This embarrassing situation left me feeling inconvenienced, and there was no apology offered. Even my attempts to contact them later went unanswered.
This experience was worse than that of budget airlines. The check-in process was the least efficient I’ve encountered. Communication was poor, no assistance was provided, and the staff were rude and humiliating to customers who sought help. Prepare for one of the most disappointing flying experiences of your life.
How can business class be so costly yet provide such disappointing service? The wait for meals and drinks was excessively long, and it was frustrating to see the passenger next to me receive their meal well before I even got my starter. Extremely overpriced and very unsatisfactory service.
While I enjoyed the flight, the customer service was terrible. I wanted to confirm that the check-in counter would open three hours before my early morning flight. Using the chat feature was frustrating, and after 90 minutes of no response, I gave up. This needs significant improvement.
After a change in the flight, our seats were no longer together and not by the window, despite having paid for the service. The company offered no assistance unless we paid an additional fee of 1000 USD per person to upgrade. Due to the lack of support, I canceled the flight and booked with another airline.
We are traveling from London to Tokyo with three infants and needed assistance due to our luggage. However, we encountered a rude staff member who bluntly stated that no additional support could be provided. Attempts to escalate the issue were met with evasiveness, and we have yet to receive a callback from a supervisor. The company's dismissive attitude has been quite shocking, especially since we wanted to avoid inconveniencing others.
After taking a flight, I discovered my luggage was damaged upon collection. However, the airline refused to compensate me, stating that I reported it too late, which seems unreasonable. Other airlines allow claims within a 1-3 month window. My luggage cost a significant amount, but now it's unusable due to the damage.
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