Review Time
On December 13th, I took a flight from Madrid to Cancún. I checked my luggage properly, paid the extra baggage fee, and followed all the required procedures. However, upon arriving in Cancún, I was shocked to find that my suitcase was NEVER checked in from Madrid. It simply didn’t make it onto the flight. Now, it has been 13 days. THIRTEEN DAYS without my luggage, without essentials, and facing unexpected expenses that I won’t be reimbursed for. My vacation has been completely spoiled. That suitcase held Christmas gifts for my family and personal items of great sentimental value that cannot be replaced. I wasn’t alone in this. At the Cancún airport, I encountered 5 other passengers facing the SAME issue. This was not an “isolated incident.” It was a clear case of negligence. Their response? NOTHING. The customer service over the phone is absolutely TERRIBLE. They simply instruct you to “send an email” and wait. We followed all their procedures to locate the luggage. Days later, they claimed they “sent the suitcase to Cancún 9 days ago.” But where is it? I HAVE NO IDEA. No one confirms anything, no one provides clarity, and no one takes accountability. I have requested THREE SEPARATE TIMES the information needed to file my formal claim and to cover the expenses I’ve incurred. The response? ABSOLUTE SILENCE. They disregard my messages as if they don’t exist. In a few days, I must return to Spain. I will have spent ALL my vacation without the luggage I PAID FOR, without the gifts for my family, and without my personal belongings. AVOID THIS AIRLINE. This service is a poor choice. Their customer support is virtually non-existent, they refuse to take responsibility for their errors, and they completely abandon you when issues arise. They have ruined my vacation and lack the decency to address the situation. I will continue to share this experience on every platform possible until I get my luggage back and receive the answers I deserve. By the way, I can predict that they will respond to this post asking for my booking number and other details THAT THEY ALREADY HAVE. A generic response from a generic budget airline.
On December 13th, I boarded my Madrid-Cancún flight with World2fly. I checked my luggage correctly, paid the additional baggage fee, and followed all procedures to the letter. Upon arrival in Cancún, the surprise: my suitcase was NEVER checked in from Madrid. It simply never made it onto the plane.It’s been 13 days. THIRTEEN DAYS without my luggage, without basic necessities, incurring completely unforeseen expenses that no one will reimburse. My vacation, completely ruined. That suitcase contained Christmas gifts for my family and personal items of high sentimental value that are irreplaceable.And I wasn’t the only one. At the Cancún airport, we found 5 other passengers in the SAME situation. This wasn’t an “isolated incident”. It was systematic negligence.Their response? NOTHING. Customer service by phone is absolutely TERRIBLE. They just tell you to “send an email” and wait. We completed all the procedures they requested to locate the luggage. Days later, they tell us they “sent the suitcase to Cancún 9 days ago.” Where is it? I HAVE NO IDEA. Nobody confirms anything, nobody gives me certainty, nobody takes responsibility.I have requested THREE SEPARATE TIMES the information to file my formal claim and have them cover the expenses I’ve had to incur. Response? ABSOLUTE SILENCE. They ignore my messages as if they don’t exist.In a few days I have to return to Spain. I will have spent ALL my vacation without the luggage I PAID FOR, without the gifts I brought for my family, without my personal belongings.DO NOT FLY WITH WORLD2FLY. This airline is a terrible choice. Their customer service is non-existent, they don’t take responsibility for their mistakes, and they completely abandon you when a problem arises. They ruined my vacation and don’t even have the decency to show their face.I will continue sharing this experience on every platform possible until I recover my luggage and get the answers I deserve.Btw, I can bet that they will answer this post asking for my booking number and some other details THAT THEY ALREADY KNOW. Generic response for a generic poor cheap flight company.
Flight was cancelled (Madrid to Havana), not leaving until 24 hours later. Under EU laws, I am entitled to €600 compensation, but World2Fly are completely ignoring all requests and correspondence, after multiple attempts 3 weeks later. Looking like I now have to pursue legal route (and thus incur more costs): very poor form.
I travelled to Havana from Madrid in November 2025, when they cancelled my flight. One month later, they simply told me in a template-sort-of email that they are not obligated to pay compensation in this case, as it was a force major. They cancel flights way too often for everything to be a force major.As if it wasn't enough, on my way back from Havana to Madrid, they lost my luggage. Two weeks have passed since, and there is zero communication about the whereabouts of my suitcase. They don't give information over the phone, and in the email they sent as a response after I tried to get some explanation several times, they said, it's not their job to respond to my claim. Holy shit. Whose job is it then?
Very rude personnel by the check in and not helpful even 1 of them started raising her voice because she didn't like what I said departure 1 hour later than it should be .the personal inside the plane very very helpful and nice that's why I give 2 stars instead of 1 because of them.
1 - Couldn't do check-in online 2 - Wait at airport for in-person check-in. 3 - After waiting in a very slow line, get told "you've been affected by overbooking. You'll have to wait until check-in is finished to see if we have a free seat" despite having a connecting flight and train that I'd miss, and having been left alone without suitcases, as family travelled on another flight. 4 - Zero freaking empathy simply in the staff's demeanor. They say it as a robot, not a human being, and as if that money was going into their pockets, not their CEO's. Overall, throughout check-in, boarding, flight : very dry & cold demeanor. 5 - Finally ended up getting a ticket but they kept me and another guy in suspense the whole time, they didn't give us any news as we had waited for check-in to be over and stood by the counter. They didn't seem to care. I never even got told "oh good we found you a seat", they just handed me the ticket. And even after all that and check-in was over and all passengers accounted for, they still couldn't tell the other guy if they had a spot for him too, they gave them a standby ticket to wait at the gate with. Seats are counted and assigned, how do you not know at that point if you have one or not? That guy was going to get screwed over visa-wise for it too. Hope he made it.
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