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.
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