Review Time
The service cancelled my flights and rebooked me to new times that I did not agree to. According to EU Regulation 261/2004 (Article 8), passengers are entitled to a full refund. Despite this, the support team repeatedly refused to assist, claiming they “cannot help” simply because the ticket was purchased through a travel agency. This is incorrect under EU law—the operating air carrier is responsible for the refund, regardless of where the ticket was bought. I referenced EU261 and relevant consumer practices, but customer service kept repeating internal “procedures” instead of adhering to the regulation. This has been a very disappointing experience. Passengers should be aware that the service seems to deny legal refund rights for bookings made through an agent.
The service cancelled my flights and rebooked me to new times that I did not accept. Under EU Regulation 261/2004 (Article 8), passengers have the right to a full refund. Despite this, the support team repeatedly refused to assist, claiming they “cannot help” simply because the ticket was booked through a travel agency. This is incorrect under EU law—the operating air carrier is responsible for the refund, no matter where the ticket was purchased. I referenced EU261 and established consumer practices, but customer service continued to repeat internal “procedures” instead of complying with the regulation. A very disappointing experience. Passengers should be informed that the service seems to deny statutory refund rights for bookings made via an agent.
Not very helpful or eager to answer questions. The moment our flights were delayed, the entire staff disappeared from the check-in area for 5 hours and only returned when the flight was scheduled to arrive. This is when you need staff to be available, not to vanish. There was no accountability, and we were left sitting for five to six hours without any information about our flight, while other flights departed. It's ridiculous. This company has been operating since 2002 as a monopolistic provider despite poor ratings, which seems very questionable.
I had to use the service to return home from Italy and was worried after reading negative reviews. However, I was pleasantly surprised: the flight was perfectly on time, smooth, with a friendly atmosphere and attentive staff, without the pressure to buy extra services like other low-cost airlines. The aircraft’s Wi-Fi allowed me to browse their app for entertainment options. The only downside was limited legroom. Overall, a nice surprise.
My suitcase was lost for five days. I received no responses from the service for 72 hours. The phone lines went unanswered; I couldn't leave messages, and the email response was simply 'don’t know' after 72 hours. There was never an apology. The reimbursement form for clothing purchases fails to accept any ID numbers from the suitcase.
After reading alarming reviews before booking with the service, I had very low expectations for myself, my partner, and our luggage. Our return journey involved three flights with only 50 minutes between them, yet we all made it back in one piece and on time. Perhaps we were just lucky, but we found the experience seamless and would consider booking again.
Frustrating experience with this service. Our flight kept getting delayed, causing us to miss our next flight. It seemed clear they were delaying the flight due to low occupancy. They provided no information on how or when we should travel to our next destination, and the app was not updated. The customer service at the airport told us to call the service, but they did not answer. I hope the management experiences this kind of treatment daily to understand the frustration.
I’m three days into my trip, and the service has still not located my delayed baggage. It includes essential items for my baby, such as a car seat, stroller, and hiking carrier. These are not optional; they're necessities for his care. Despite numerous calls and assurances, there has been no progress or accountability. I had to find temporary baby gear, which is incredibly stressful while traveling in rural areas. It's outrageous that an airline can lose such critical items and provide no meaningful support. The customer service has been slow and unhelpful. I chose this service for its local reputation, but I regret it deeply. If traveling with a family, especially with infants, avoid this airline unless you are ready for a logistical nightmare.
The absolute worst airline and customer service. We were denied boarding due to overbooking without prior notice. We were left stranded with no assistance from customer service. They kept insisting “they rebooked you” without providing any details. They referred me to a closed phone number, and a representative literally walked away. This resulted in 500 euros in additional expenses and a 14-hour delay. I will never fly with them again.
Poor experience. The flight was cancelled after boarding due to scheduled runway maintenance. How could the flight crew not be aware of this? The staff refused to assist and directed us to an online chat. After waiting over an hour, I was disconnected, and the chat closed before midnight. There was no shuttle to the hotel, so I had to pay for a taxi myself. It seems like I’m losing a day from a three-day work trip.
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