Review Time
Completely illogical and arrogant approach to carry-on baggage!
"I would like to warn fellow passengers about Smartwings' current boarding practices. Although our suitcases met all size and weight limits, we were forced to check them into the cargo hold right before boarding the aircraft.
The most baffling part of the entire process was that the overhead bins were not even full. The gate staff was extremely uncompromising and refused any discussion, even though it was obvious there was plenty of room in the cabin.
I consider this approach pure harassment of passengers. It unnecessarily complicates the journey (having to wait at the carousel at the destination and risking damage to a suitcase that isn't built for rough handling in the hold). If you pay for a fare that includes carry-on baggage, you expect to have it with you, not to be forced to hand it over without any rational reason
Flight QS1034 departing from Prague with Smartwings: over 1 hour delay on a flight that’s less than 2 hours long, no assistance, and no consideration for passengers with onward connections. Result: missed train, extra costs out of pocket, and absolutely no solution offered.What makes it even more frustrating: I was forced to pay for checked baggage for just 1 kg over the limit, with staff claiming the flight was full… while the aircraft was clearly far from full. Strict enforcement when it benefits the airline, but zero flexibility or support when the delay comes from them.I understand that delays can happen. What’s hard to accept is the complete lack of effort, commercially or even just humanly, toward passengers impacted by those delays. We pay for tickets, baggage, and onward travel — the least that could be expected is some basic consideration and assistance when a delay causes us to miss the rest of our journey.Very disappointing experience. I will seriously think twice before flying with this airline again.
My flight was delayed more than 24 hours and i tired to make a claim through an insurance agency and the would not supply the information (which is required by EU law) to do this.when you try to make get any information they are not helpful. Its been a 2 year process and ongoing...
My flight was delayed more than 24 hours and i tired to make a claim through an insurance agency and the would not supply the information (which is required by EU law) to do this.
when you try to make get any information they are not helpful. Its been a 2 year process and ongoing...
I don’t usually leave negative reviews, but this experience with Smartwings left me no choice.I was flying from Dubai to Málaga via Prague and arrived at the airport fully prepared. I had my passport, booking, and official proof that my Spanish residency had already been approved. Spain was my final destination — my home.At check-in, the agent told me I could not board because of the Prague connection. I tried to explain, calmly, that I was legally allowed to enter Spain and showed my residency approval. It didn’t matter. The decision had already been made.Standing there, realizing I wasn’t going anywhere, was incredibly stressful.Because of that decision, I lost my flight and €360 in prepaid baggage fees. I then had to scramble to find another way home — buying a last-minute flight with a different airline, arranging taxis, paying for luggage help and storage. What should have been a normal trip turned into a very expensive and exhausting day.What hurts most is that this was avoidable. Airlines deal with residence permits and transit situations every day. A little care and proper verification would have saved me a lot of money and stress.I’ve submitted a formal claim with all documentation. I hope Smartwings reviews this case seriously — but for other travelers, I’d strongly recommend double-checking everything and being prepared for decisions at check-in that can completely derail your trip.
Terrible airline. The service is dire, the staff was rude and did not want to be understanding. I am a student and have to take a train to see my family right after the flight, which is delayed. My luggage was 0.01 overweight, they nonetheless made me pay 60€ and checked in my luggage. Unkind staff, not willing to be understanding and simply an airline I would never recommend. I was taking a flight from Prague so please avoid this airline at all cost to avoid your Christmas vacations to be ruined.
Excellent experience with their customer service staff and the airline itself. Flight got cancelled due to bad weather at destination. They compensated me for the price of the hotel (but I stayed in a modestly priced hotel), they answered all calls quickly and explained the process. Additionally, the planes were new, clean, with comfortable seating. I will use again without a doubt.
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