Denied Boarding Despite Timely ArrivalThe check-in for our flight was scheduled to close at 2:45 PM. I arrived at the counter at 2:42 PM with my passport, my parents' passports, and all of our luggage. My parents, aged 81 and 85, were en route but had not yet arrived due to mobility difficulties. I was in constant communication with them, encouraging them to reach the counter as swiftly as possible.Inconsistent and Unprofessional Staff ConductAt the check-in desk, two of your staff members were present. The first was understanding and immediately began processing my check-in upon recognizing the urgency of our situation. However, her colleague insisted on closing the check-in promptly at 2:45 PM, despite my pleas and the fact that my parents were moments away. She had all of our passports and luggage in front of her but refused to assist further. My parents arrived at 2:47 PM, a mere two minutes after the official closing time.Lack of Empathy and ProfessionalismI explained that we were traveling for my wedding in Tangier—a once-in-a-lifetime event. Despite this, the second staff member remained inflexible and even displayed a mocking attitude, which was both unprofessional and hurtful. Competent customer service involves adapting, understanding, anticipating, and assisting passengers, especially in extenuating circumstances. She had all the necessary documents and could have easily begun the check-in process, finalizing it upon my parents' arrival. This procedure was later confirmed as acceptable by my wife, an air traffic controller, and another Vueling employee. Additionally, the flight was delayed, which should have permitted some leeway.Inappropriate Response and ThreatsWhen I expressed my dissatisfaction with her behavior, she retorted that I would never travel with Vueling again. While she may be correct—by my own choice—I found her threat inappropriate and beyond her authority.Disappointing Experience at the Ticketing CounterAfter being denied boarding, despite my sister, brother-in-law, and numerous guests already on the flight, I proceeded to the ticketing counter for assistance. I explained that we had lost three tickets to Tangier, including paid extras for front-row seats and checked baggage. Unfortunately, there was no attempt at a goodwill gesture or solution.Witness to Discriminatory BehaviorMoreover, while at the ticketing counter, I witnessed deplorable service: several customers of African origin and two British citizens of Indian descent were insulted by the young employee present. He also refused to provide his name when requested. Such discriminatory behavior is unacceptable and severely tarnishes the reputation of your airline.Consequences and Final ThoughtsUltimately, I was forced to purchase three tickets on an Air Arabia flight later that day, causing me to miss the pre-wedding dinner—an irreplaceable moment in my life.
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Vueling Airlines, SA is a Spanish low-cost airline based at El Prat de Llobregat in Greater Barcelona with hubs at Barcelona–El Prat Airport and Leonardo da Vinci–Fiumicino Airport in Rome, Italy.