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.
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