We accept that weather-related flight diversions happen and that safety comes first. What was unacceptable was the lack of support, visibility, and clear communication from Topflight once the diversion occurred.
After landing in Munich in the early evening with young children and elderly family members, there was minimal staff presence and no reliable or consistent information on onward transport. We were left waiting for hours with unclear and repeatedly changing timings, leaving us unable to make informed decisions in an already stressful situation.
As a result of this uncertainty, and by approximately 22:00, our group was forced to split — with children and elderly parents travelling by taxi while other family members waited with luggage to travel by coach. Those who waited eventually boarded a coach at approximately 23:10 but did not reach the hotel until around 03:20, nearly ten hours after our plane landed in Munich. This was later characterised by Topflight Customer Services as an “excellent outcome.”
While basic meal expenses were reimbursed, no acknowledgment was given for the disruption caused or for unavoidable transport costs incurred. When we raised these concerns with customer support, we were told our account was “factually incorrect.” This arrival time has since been disputed by Topflight, despite reflecting our direct experience. Despite also being told that no other guests had raised similar concerns, multiple public reviews from guests travelling on 27 December describe very similar experiences.
During the holiday itself, guest support was largely limited to SMS/WhatsApp messages. We met our resort representative, Eimear, briefly on the first morning and again only when departing for the airport. In contrast, we observed Crystal Ski with staff physically present at our hotel each morning checking in with guests, which highlighted how unsupported we felt by comparison.
We attempted to resolve this privately but were ultimately told this was Topflight’s “final position.” Prospective customers should be aware that support during disruption may be limited. While we have enjoyed many holidays with Topflight over the years, we have noticed a gradual decline in service, and this experience has confirmed that we will not be booking with them again.
Claim your business profile now and gain access to all features and respond to customer reviews.
We at Topflight are proud to be a fully Irish-owned company and a market leader in providing quality holidays both to summer destinations as well as having an award-winning ski programme. A fully licensed & bonded company and trusted by holidaymakers for over 40 years, you can book with confidence with Topflight.
