Review Time
I arranged my holiday through a travel agency, and my experience with the airline was incredibly disappointing. The guidelines for travel documents were confusing and poorly communicated. While the airline charges for seat selection, the booking confirmation lacked essential details. Although online check-in is available, there’s an unmentioned requirement to visit the ground staff. If the travel document is incorrect, why allow check-in and printing of the boarding pass when they are aware of the issue? At the airport, the ground staff treated us poorly and in a discriminatory manner. One staff member remarked that holding a certain passport does not guarantee all benefits, which felt disrespectful; there are better ways to communicate. Since the holiday was booked via an agency, I had no direct way to report these concerns. The agency team showed minimal interest: Four days passed without support. No refund or alternative arrangements were made. Not a single act of courtesy was offered. To make matters worse, the airline updated the booking status with the hotel/airline as “no-show.” Meanwhile, the online platform continues to send emails inquiring about their service, despite the unresolved issues. I sincerely hope the airline reviews their policies, staff behavior, and online systems to prevent this from happening to others.
I arranged my holiday through a travel agency, and my experience with the airline was very disappointing. The guidelines for travel documents were unclear and poorly explained. The airline charges extra for seat selection, yet the booking confirmation lacked essential information. Online check-in is available, and boarding passes can be printed, but there’s an unmentioned requirement to see the ground staff. If my travel document is incorrect, why allow check-in and printing of the boarding pass when they are aware of the issue? At the airport, the ground staff treated us poorly and in a discriminatory manner. One staff member stated that holding a certain passport doesn’t guarantee all benefits, which felt disrespectful; there are better ways to communicate. Since the holiday was booked via an agency, I had no direct way to report these concerns. The agency team showed minimal interest: Four days passed without any support. There was no refund or alternative arrangements. Not a single act of courtesy was extended. To make matters worse, the airline updated the booking status with the hotel/airline as “no-show.” Meanwhile, the online platform continues to send emails asking about their service, despite the unresolved issues. I sincerely hope the airline reviews their policies, staff behavior, and online systems to prevent this from happening to others.
If only zero stars were an option! I booked a flight to a destination in January and they changed the flight times twice, making it unsuitable for our plans. They are trying to offer us credits instead of a refund. I urge others to steer clear of them.
Having read numerous reviews about this airline, I was hesitant to book a trip, but limited options led me to try it. We flew from one location to another and faced few issues. The main drawback was navigating the website, which could be more user-friendly. I understand why some people get frustrated, which likely affects the atmosphere at the airport. We checked in luggage without much hassle, and the staff at the check-in were well-trained and courteous. Both flights were on time, and the cabins were clean with attentive crew, even on full flights. The flight to the destination arrived ahead of schedule. Well done!
When booking with this airline through any third party, be aware that online check-in in advance is not an option. Upon arrival at the airport, expect to be charged not only when leaving the UK but also upon return. It feels like a scheme to extract money from customers, and you will be advised to seek reimbursement from the agency you booked with.
The plane was delayed by 13 hours. There was hardly any information provided at the airport, and when we sought assistance regarding hotels and food, we were told to make our own arrangements and that it would be refunded. Attempting to use the app was frustrating as it showed no hotels available. The claims process afterward was a nightmare. They repeatedly asked for the same information, refused to answer questions, and denied compensation, claiming it was beyond their control but then refused to provide any evidence, citing it as a "trade secret." Eventually, they offered compensation that was less than half of what we paid for the hotel and a quarter for food. They refused to negotiate further, so we are now pursuing alternative dispute resolution. This seems to be a tactic to wear down customers in hopes they will give up. An absolutely disgraceful company, and I will never use them again.
Our outbound flight from one airport to another was delayed by nearly three hours without any information provided. The return flight was also delayed by close to three hours, with again no updates. This level of incompetence is unacceptable for an airline. I would advise against using this airline.
This airline blatantly disregards EU regulations by refusing compensation, claiming they have no records of overbooking, despite being legally obligated to maintain them. The ground staff misinform at check-in, stating no documents are needed, and fail to provide the necessary denial of boarding form. They later refuse to process claims without it. Customer service is appalling; they ignore emails and provide rude, unhelpful phone support. The treatment received is disgraceful, and I would not recommend their so-called "customer service" to anyone.
This was my first and last booking with this airline. I planned my entire holiday, including rentals and hotels, only to receive a cancellation notice 14 hours before the flight. There was no alternative flight offered, no refund options, nothing. I had to book a last-minute flight with another airline, which cost three times more to a different airport, and then arrange a lengthy coach ride to collect my rental car.
I was informed via the app that I couldn’t access my ticket upon arrival at my destination and had to go to the check-in desk to get my boarding pass. After waiting two hours in line, I was told I had to pay an additional fee for my boarding pass, or I wouldn’t be allowed to fly. Once through security, I was put on a bus waiting to board, and a staff member tried to stop me, claiming I hadn’t paid for my bag, despite it being a carry-on. I later discovered that the delay was due to this same staff member refusing boarding to other passengers with the correct paperwork. Complaining to the airline proved impossible, prompting me to write this review. I encourage anyone with similar experiences to contact their bank for a refund. This airline is disgraceful and I will never use them again.
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