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.
Claim your business profile now and gain access to all features and respond to customer reviews.
