I am extremely dissatisfied with my experience and the way my complaint was managed. My family (two adults and two young children) was traveling from one city to another when we were stopped at boarding due to a €50 baggage fee. While we disagreed with the charge, we were willing to pay and actively trying to do so, as we had a flight the next day. When I requested the agents’ names to escalate the issue, they refused to identify themselves. One agent took my phone, accusing me of trying to take her picture when I was only trying to note their details. Despite my repeated attempts to pay the baggage fee, we were informed we would not be allowed to travel, our tickets were canceled, and no refund would be given. There was a lack of empathy towards our children and no effort to de-escalate the situation. We were compelled to buy last-minute tickets with another operator for €274 just to reach our destination. Other passengers who did not speak the local language reported similar accusations for merely using their phones to communicate, which made the experience feel targeted and unfair. Later, the company claimed that the refusal to board was “correct” and closed the case without offering any refund. This incident occurred during what was supposed to be a family trip celebrating my birthday and caused unnecessary stress and disruption. Based on this experience and the company’s response, I will not be traveling with them again and hope they seriously reevaluate their customer service practices, staff behavior, and approach to resolving disputes.
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