Review Time
My luggage was lost during my journey to Porto. I reported it missing and was assured it would arrive within a day. When I followed up the next day, I was told they had attempted to contact me for delivery, but I received no calls and there was no delivery attempt. This repeated the following day with the same lack of communication. After spending 30 minutes on the phone with a representative, trying to remain calm but growing increasingly frustrated, I was finally informed that my bag was at the airport and I could retrieve it myself. An entirely frustrating experience with the service.
A representative at the airport took the initiative to assist my wife and me in locating my elderly sister. This individual didn't have to help us but went out of their way to do so. Their dedication and kindness were remarkable, and we truly appreciated their professionalism and courtesy. This person is a valuable asset to the team at the airport.
If I could rate this lower, I would. I arrived in Sydney this morning, Saturday the 6th of December, on a flight. At the luggage carousel, I was informed that my luggage had not arrived. I was then directed to the 'lost luggage' counter where I filled out a form for my missing items. I mentioned to the staff that my luggage had been scanned at my departure airport and loaded onto my flight, but I was told that this information was incorrect. However, it was not incorrect; my luggage did reach Sydney. After leaving the airport, I received a call from a representative informing me that my luggage had arrived but was either stuck or missing. I later received a rude phone call from a staff member claiming my luggage was on the carousel and that I needed to return to collect it. I told the staff member that the service needed to sort out the delivery of my bag, and the representative was incredibly disrespectful and hung up on me.
I had a very frustrating experience upon arriving in Sydney on a recent flight. At the luggage carousel, I was informed that my luggage did not arrive. After filling out a report at the lost luggage counter, I was told that my luggage had not been loaded onto the flight, which turned out to be incorrect. Later, I received a call stating my luggage had indeed arrived but was either stuck or missing. I then received a rude call from a staff member insisting my luggage was available for pickup. I expressed that the situation needed to be resolved between the relevant parties, but the staff member was unhelpful and hung up on me.
My experience with the recruitment process was incredibly disappointing. I provided all requested documents, including travel credentials, and was accepted for a role after attending training. However, I was later informed that I did not meet the criteria for an ID pass, despite this being known from the start. This last-minute revelation was shocking and has caused significant stress and financial strain. I reached out for clarification, but the response did not address my concerns. I hope the company reevaluates their recruitment practices to avoid misleading applicants in the future.
This experience deserves zero stars. My family was offloaded from a flight due to a minor issue with a checked power bank. My husband was pulled from the plane for identification and was misled into thinking he could return. We were all removed from the flight, causing distress for my children. The staff's handling of the situation was poor, and there was no guidance on what to do next. We missed our flight and had to rebook, leading to significant inconvenience and added costs. The lack of proper communication and assistance was unacceptable.
I want to highlight a serious issue I faced at the airport involving a denied boarding situation. Despite having all necessary travel documents, I was turned away based on incorrect information from staff. I presented my passport, Green Card, and onward ticket, along with proof from the government that I didn’t need a visa. Despite acknowledging the facts, staff still refused boarding, which forced me to buy a last-minute flight at a high cost. Their response to my complaint ignored the legal misinterpretation and focused instead on irrelevant policies. This experience has caused me significant distress and financial loss.
I am formally complaining about the wrongful denial of boarding for my mother on a recent flight. The check-in staff misinterpreted EU law regarding visa requirements for non-EU family members. Despite holding a valid residence card, she was told she needed additional documentation. I explained the legal framework, but the staff refused to acknowledge it. This error caused significant disruption and distress. I request an acknowledgment of the mistake, an investigation into the issues, and compensation for the consequences of this denial.
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Menzies Aviation is the leading service partner to the world’s airports and airlines, with operations on six continents, at more than 265 airports in 55-plus countries, serving more than 4 million flights a year and handling over 2 million tonnes of cargo. Supported by a team of over 45,000 highly trained people, the company provides complex and time-critical ground services, including passenger, lounge and ramp services; air cargo services, including handling, warehousing and wholesale freight forwarding; and fuel services, including fuel farm management and into-plane fuelling.
Menzies Aviation is recognised across the industry for delivering the safest, most secure and sustainable services tailored to customers’ needs and is essential to keeping passengers, aircraft and cargo moving, round the clock, every minute of every day.
Menzies Aviation is headquartered in London, and since its founding in 1833, has become the largest aviation services group in the world by number of countries and aircraft turns.
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