Airlines Inform - your guide to airlines all over the world.
Copyright © 2008-2024 www.airlines-inform.com. All rights reserved.
your guide to airlines all over the world
Vueling Airlines Discussion
We flew Barcelona to Brussels on 24th July. Woman at check in desk didn't read my passport properly and checked us in as two completely different people on a different flight and sent our bags off down the conveyor with the wrong tags on them. We realised after this and she promised to chase our bags and change the tags but the never made it to Brussels. Now they have no idea where they are or what tags are on them and we have given up hope of ever seeing our belongings again. Ruined our dream holiday. NEVER USE THIS AIRLINE!
Reply
I booked two days ago with Vuelings and am now receiving another persons itinerary with the same booking reference. Vuelings seem to have a 'shrug shoulders' attitude on there 'chat'. They (the other people, that I do not know) are due to fly tomorrow morning and I am due to fly on Tuesday 29th July 2014. I have managed to find a UK telephone number (that I will share when I call first thing tomorrow - if it works!). Anyone know why I should have the same booking number as some one else that I do not know? Or am I stupid in thinking this could cause a big problem for all parties concerned?
Reply
We lost our luggage because of a delay in a flight, resulting in not enough time for our bags to be transferred. Fair enough, except that we were flying home to New Zealand the next day. Our bags were located a couple of days later, and rebooked to fly Paris/London/Singapore/Sydney/Wellington. The Paris Orly baggage services then closed the file, before the bags had even arrived in NZ. This caused great problems as the helpline number given at the airport kept telling me that the bags had arrived in Wellington - but first we spent over a week while she told me they were on their way, when they should have already arrived. The helpline was hopeless and eventually refused to deal with us any more. Vueling is dificult to get hold of, take up to a week to reply to emails, and said that they would get Paris Orly to reopen the file on 2 occasions and never did. After 3 weeks, we did get our luggage back, but only due to the efforts made by our local airline Air New Zealand, who located the bags at Heathrow and arranged for their transfer. The key point I have noted on this journey is that you need to be aggressive in contacting the help line once the website tells you they have found your bag - don't sit back and assume that they will take any responsibility or initiative to relocate your bags. Ask for help from other services, and don't expect Vueling lost and found to help (after the 30 mins it takes to get through.
Reply
Arrived fr om Gran Canaria 3 days ago and had a change over in Barcelona wh ere they think the Lugage went lost. Still not heared anything, no answer on the numbers they provided, and no update on the website... We have a small baby who has everything in the bags. This is *
Reply
Did you get it back? I lost it today as well !!!!!!!!! Guest : MORE LOST LUGGAGE !! :( THANKS TO VUELIG Flight VY8744 we just came back home to find out that all our luggage was lost in transit FROM BARCELLONA airport !! We were offered to also check-in for free our hand luggage and we did...! :( this was a stupid thing to do as now we are left with empty hands ...3 lost luggage in all...all we have is a report and a very weak hope that they will be found! THIS IS OUR FIRST AND ALSO LAST TIME TO USE THESE AIRLINES
Reply
Exactly same thing is happening to me.. Barcelona to Naples..Lost 2bags and it's been 4 days.Have you found your bag, yet? Hans : To say this airline is Disgraceful would be an understatement! Highly recommend People not fly with them unless you want your luggage damaged or lost with no compensation, 5hr delayed flights with no explanations... I have used veiling four times in the past two weeks and my luggage was lost on the first flight and the flight was delayed two hours, second flight five hour delays with no meal vouchers, third flight four hour delay and the fourth flight damaged luggage with a four delay. Kaleigh Kaczmarek : Lost luggage on flight VY1004/25 June MAD > BCN Paid extra to be able to check a bag and it still hasn't arrived. The clerk at the airport said it would be returned yesterday evening and it hasn't been. Over 20 bags went missing on our flight (I've got an excellent picture of the hoards of people waiting). The world tracer services hasn't been updated with my bag location and just says "PENDING. PLEASE CHECK BACK LATER". I've been on the line for over 30 minutes and no one is able to pick up the phone... this is a great way to spend my vacation.
Reply
5hr delayed flight with no information from Staff and promised food vouchers and given nothing and to top it off my luggage was badly damaged to the extent that my digital cameras and other belongings either fell out of the big big hole or were stolen. It's been 3 days and still no reply to my emails. Absolutely disgraceful!
Reply
Without a doubt the worst airline I have ever flown on. I had to book my family party of 5 onto their flight from Florence to London Gatwick on Sunday last week (29th June 2014) at 3.15pm. They advertise themselves as a low cost airline but the £1800.00 I spent on tickets for this single way fare seems to suggest otherwise. I tried to check in a week in advance to be organised and found that they only had single seats available nothign together. This was a problem for me as I have 8 and 6 year old children who would not have been happy sitting alone for the flight and even to book these tickets in advance I had to pay another £14.00 per seat and added this to the luggage which we needed which cost another £50.00 for just 3 suit cases. I called there customer serives team up at this point to discuss this issue of which they said they could do nothing about it. I asked them how they could allow family groups to be seperated and they told me that was the airlines policy, I should have read the confirmation and terms before booking and I should try and ask people to move seats when i boarded!!! - very helpful. In addition their customer service line costs their customers 75p per minute to ring so after arguing for what must have been at least £5.00 worth I eventually gave up and put the phone down on them. In addition to this I also sent a complaint email which after 10 days still has not received any response. On the day of travel we arrived at the airport early to try and resolve this issue and were offered - by the airport staff running check in not the airline staff - 3 seats together at the very back and 2 seats together at the front with no talk of compensation. A thoroughly unpleasant company, providing a horrendous service with no thought for there customers....never ever ever ever again!
Reply
Horrible - lost three of five bags! Terrible customer service and no one cares! No idea where or when and no one picks up the phone - do not use this airline!!!
Reply
MORE LOST LUGGAGE !! :( THANKS TO VUELIG Flight VY8744 we just came back home to find out that all our luggage was lost in transit FROM BARCELLONA airport !! We were offered to also check-in for free our hand luggage and we did...! :( this was a stupid thing to do as now we are left with empty hands ...3 lost luggage in all...all we have is a report and a very weak hope that they will be found! THIS IS OUR FIRST AND ALSO LAST TIME TO USE THESE AIRLINES
Reply
I chose this airlines because I thought it was best option to get from Nice to Barcelona. Wrong! As most have stated in other postings, very bad customer support. Very rude e-mail responses. We ended up eating our flight cost and renting car and driving to Barcelona. Never will I use Vueling Airlines. Read comments before choosing your options.
Reply
Avoid these guys. In problem mode, their service level is a disaster. Never a feeling anyone really cares about your problem. Owned by Iberia, the other horrible airline of service when things go wrong. Running an airline is more than just flying planes.
Reply
My last statement was meant to say, unless you have a carry-on, avoid these folks. Then again, even if their prices are good, spend a little more and make Vueling your dire LAST choice! Awful. I will not stop here. I will submit some of your comments to the E.U. office of consumer complaints and to the National Enforcement Bodies (NEB): ec.europa.eu/transport/passengers/air/air_en.htm I would encourage everyone else to do the same. In addition, the European Union allows has a small claims court. I plan to file for "punitive" compensation. I hope you don't give up, send paper work and complain. If Vueling is not listening, then the E.U. must.
Reply
Vueling lost my luggage on 22 june 2014 from Paris connecting in Rome to Cantania Sicily. Personnel in Cantania ( 14:30) said it would arrive in the evening for delivery to my hotel, never did. Tried calling next day, phone ranged with no response. Arrived in Bologna next day, checked there, reps for Vueling were not helpful or informative, offered no compensation for food clothing etc. Said to call "number", again no response. Two more days in Bologna, nothing, no call back, email, nothing. Arrived at airport to return to Paris on 25 june, flt was cancelled! Now no baggage nor flt. Vueling rep in Bologna only offered option to cancel or rebook flt to next day. I chose next day and had to find hotel, again no offer of compensation, no one gave a "damn". Apparently, under EU rules, cancelation was result of France strike, so no hotel compensation permitted. But food and transport? Vueling has shown nothing but incompetence at every moment of need. The "rental" staffs at various airports do not adequately address or confront customer crisis, have little to no authority to offer immediate help, and distributes meaningless phone number on behalf of Vueling which do not work. Returned home on 26 june, after 45 minute flt delay, passengers waited in cue for more than an hour before boarding. Received email about my bag, arrived in Cantania on 25 june. VUELING, the problem is top down, management. Now that it's owned by Iberia, it's even worse because Iberia's customer service level was already a disaster. Unless you carry on, avoid these folks.
Reply
Lost luggage on flight VY1004/25 June MAD > BCN Paid extra to be able to check a bag and it still hasn't arrived. The clerk at the airport said it would be returned yesterday evening and it hasn't been. Over 20 bags went missing on our flight (I've got an excellent picture of the hoards of people waiting). The world tracer services hasn't been updated with my bag location and just says "PENDING. PLEASE CHECK BACK LATER". I've been on the line for over 30 minutes and no one is able to pick up the phone... this is a great way to spend my vacation.
Reply
Vueling worst airline in the world. Never again. Two days of cancelled flights from Ibiza to Amsterdam. They let you wait until the last moment, do not know how to handle, no hotel , no drinks. Other flights in one week available. Never never never again!!!!
Reply
Flew a flight fr om Split on 22 June to Paris, Orly via Rome and still have not received my luggage or an idea of wh ere it is and when it'll be here in Paris. Messed up and put my prescription medication in my bag too so it's a bad situation. Fly back home to Aust on 26 June so time is running out
Reply
This is te worst most unhelpful airline I have ever flown. The lost my bags flying fr om Paris to Mykonos connecting via rome. I strongly suggest not using this airline. We don't have the bag for 2 days now and nobody has any idea wh ere it is. I don't understand how a bag an just disappear like that. And on the phone they just have a don't care attitude. Even the people at Mykonos airport were a joke they didn't seem interested at all. I will go out of my way to make sure Vueling suffers more of a loss than I had in my bag. I'm an owner of one of te largest marketing/advertising companies in the world and I have lots of money to spend on making sure vueling suffers the same loss!
Reply
I was flying by VY 1849 from Frankfurt to Barcelona on the 8th June, 2014. At the end of taxiway, it developed some technical snag and came back. Unable to fix the problem yjey off loaded all the passengers along with their luggages and send back to the terminal. At the terminal, it was a chaos, no information, no food no waster was offered. After a couple of hours they announced that it'd take off. We all were transported to the aircraft and made waiting inside the aircraft for hours. Then ultimately, it took off and we arrived at Barcelona 7 hours late and to our biggest surprise we were informed that our luggages were at Frankfurt. All were issued the PIR informing that the luggages would reach to our hotel the very next day. There was no sign of my luggage during the next two days. There was no information from Vueling either. On 10th June,I went to the airport Vueling counter and was informed by them that my luggage is still in Frankfurt. Requested them to instruct Vueling Frankfurt to keep my luggage in Frankfurt as I'd be returning back to Frankfurt en rout to Mumbai on the next day and would collect it from Frankfurt and they obliged. I was in the same dress for the last 3 days. So had to purchas a set of dress from the local mall. Next day on 11th, when I approached the Vueling "Lost Baggage" counter at Frankfurt, they informed that my luggage had gone to Barcelona. On my request, they forwarded a request to rush my luggage to my home address at Mumbai. I returned back to mumbai on the 12th morning. Since then, everyday I'm making ISD calls to Vueling "Lost Baggage" cell on +34 902 48 66 48 and have been getting erratic replies. The last information I received is that my luggage were sent to Mumbai via BA flight through London, that was to reach Mumbai on the 18th night. 6 days have passed till then, I'm yet to get my luggage, Vueling has no update on this. With this type of services, their licence should be cancelled. THEY SHOULD NOT BE ALLOWED TO PLAY WITH THE PASSENGERS. IS THERE ANYBODY LISTENING IS THERE ANYBODY TO TAKE SOME ACTION AGAINST THIS IRRESPONSIBLE AIRLINE COMPANY
Reply
Very bad customer service representative on the phone they just west your time and they advise you to use the website for your concern so why the f... I'm calling them for really the worst service and worst fly always on delay guys really pay 50 euros more and fly with Profesional airline
Reply
Guest : I was on the flight fr om Florence to Gatwick. We have called several times to Vueling in the UK and finally Thursday they said it was to be delivered Friday morning before 11. This did not happen. On Friday they said it was on the truck, and would be delivered by 10:30PM. Today no clue as to wh ere my bag is, and I have been here in London juggling appointments believing that my bag would arrive from one moment to the next. How do people usually cope with this? At this point I have no choice but to buy the clothes i need for my business engagements, and seek reimbursement not only for these but for the damage to my business incurred by this unexcusable delay.
Reply
Hi, May I know did anyone who travel on VY1500 from Florence to Paris on 16 June received their luggages?
Reply
I was on the Florence to Gatwick flight on the 16th June when 20 people were bumped off and the airline decided to fly without anyone's luggage, because of 'strong winds'. The same thing had happened the day before, 20 people bumped off, for the same reason. No luggage arrived at Gatwick for anyone and the airline didn't even have the courage to tell passengers they weren't taking the luggage, even though they knew this. When I was filling in my lost luggage form, someone next to me said the same thing happened the last time they flew this airline from Barcelona. Still no luggage four days later and Vueling can't even confirm whether it has arrived in Gatwick. They are a joke and I definitely won't fly with them again.
Reply
I am in the same situation. I flew from Munich_Rome_Palermo on 18th of June I Will be for 3weeks in palermo and my luggage is stuck in Rome..no trace of it,after 2whole days. The representative from vueling in Rome Airport says she has no idea how to help me... Vueling never agin
Reply
We were on june 15th from florence to barcelona. Same as other posts here. 18 passengers removed because of 'wind' that didn't seem to exist. Almost everyone got no baggage in barcelona. Four days later the Vueling baggage can only say the bags are in Florence but not why. Vacation ruined. No one is interested in either in solving or informing o the problem. Stay away from this airline.
Reply
For anyone interested: I called Florence airport not ten minutes ago (9am their time Thursday) and found out that they are sending all of the bags between today June 19 and tomorrow. Seems that due to weather conditions, Vueling has been unable to transport the bags. Let's see if we do get them back in the next 24 hours. My only question is: why is it that I always seem to get an update from Florence but never from GBS or Vueling here in the UK? Guest : From the Florence flight on Sunday, it is my intention to commence an action for breach of contract and negligence against them if we have not heard by Friday evening. I think the fact that they deliberately determined to send the luggage back to the hangar when it was at the side of the plane waiting to be loaded moves this out of the normal case of lost luggage for which they claim protection under the Montral Convention. I found out last week that Vueling is owned by IAG who also own Iberia and British Airways.I am also writing to Willy Walsh, the CEO at IAG in advance of litigation.
Reply
From the Florence flight on Sunday, it is my intention to commence an action for breach of contract and negligence against them if we have not heard by Friday evening. I think the fact that they deliberately determined to send the luggage back to the hangar when it was at the side of the plane waiting to be loaded moves this out of the normal case of lost luggage for which they claim protection under the Montral Convention. I found out last week that Vueling is owned by IAG who also own Iberia and British Airways.I am also writing to Willy Walsh, the CEO at IAG in advance of litigation.
Reply
I am having the same problem - I called Vueling today and they said that my luggage was 'lost' I was also on the 16 June flight from Paris to Gatwick.
Reply
We are having the same problem. I remember the flight to London and to Paris is the same time on 16 June 1630hr. The whole carrier passenger luggage did not arrived at Paris Olry airport too. This is definitely too much, how can they airline be so irresponsible on the passenger luggage? Anyone buy the insurance from Europ Assistance thru Vueling ticketing? How to get help from there? Tina : Anyone get their bags back from Vueling? I am at my wit's end trying to get them back. Have called GBS, Vueling and even Florence airport. I do not know what to do at this stage: chalk it up as a loss and spend hundreds of pounds replacing items or not? Guest : 15th June - flight from Florence to London Gatwick. Initially delayed 35 minutes. Everyone loaded onto bus to go to aircraft and then everyone taken back to the airport. Airline offloaded 20 people because they said strong wins meant the aircraft was too heavy. They then failed to load any of the baggage onto the aircraft at all. The entire truck with all the cases was sent back to the terminal and the hold was closed. Passengers then boarded and took of 90 minutes late - no strong winds by the way. Landed at gatwick and waited an hour for luggage eventually to be told it was still in Florence. Bunch of crooks who should not be licensed to fly.
Reply
Anyone get their bags back from Vueling? I am at my wit's end trying to get them back. Have called GBS, Vueling and even Florence airport. I do not know what to do at this stage: chalk it up as a loss and spend hundreds of pounds replacing items or not? Guest : 15th June - flight from Florence to London Gatwick. Initially delayed 35 minutes. Everyone loaded onto bus to go to aircraft and then everyone taken back to the airport. Airline offloaded 20 people because they said strong wins meant the aircraft was too heavy. They then failed to load any of the baggage onto the aircraft at all. The entire truck with all the cases was sent back to the terminal and the hold was closed. Passengers then boarded and took of 90 minutes late - no strong winds by the way. Landed at gatwick and waited an hour for luggage eventually to be told it was still in Florence. Bunch of crooks who should not be licensed to fly.
Reply
I could've written that entry! I was on the same flight and two days later, still have no information about where my luggage might be. UK baggage services told me today that passengers of the Florence flight weren't alone - the flight from Barcelona that evening was the same and that trying to get info from Florence airport baggage handling was like "banging your head on a brick wall." Vueling "customer service" appears to consist of a generic e-response to the tune of : "We would like to take this occasion to send you our warmest greetings and thank you for the trust you have placed in our company." F***** hilarious. Guest : 15th June - flight from Florence to London Gatwick. Initially delayed 35 minutes. Everyone loaded onto bus to go to aircraft and then everyone taken back to the airport. Airline offloaded 20 people because they said strong wins meant the aircraft was too heavy. They then failed to load any of the baggage onto the aircraft at all. The entire truck with all the cases was sent back to the terminal and the hold was closed. Passengers then boarded and took of 90 minutes late - no strong winds by the way. Landed at gatwick and waited an hour for luggage eventually to be told it was still in Florence. Bunch of crooks who should not be licensed to fly.
Reply
Vueling is a complete joke. They insist that you check in luggage, to make more money. Then they lose your bag, then they have no information about where it might be, then they deny any responsibility for anything. I have had lost luggage on other airlines, but Vueling is by far the worst I have experienced. Just nothing more than a bunch of kids who pretend to be a company; and Spaniards, ie if you have a problem, don't complain to them, because it will hurt their PRIDE...
Reply
This is Grace Paliohoetomo, I was in flight VF1010 from Madrid to Barcelona departed at 11.30 this morning ( 25 May 2014) I checked in at the madrid terminal 4 at vuelling terminal at around 9:30 am with a blonde lady not using a blazer and with their collage name Barbara. She made a mistake not attaching the baggage tag to my luggage as me and friends still saw the luggage tag on the desk when my luggage got sent to the back and my luggage did not turned up at barcelona airport. This is a gross negligence from vuelling as i have not received my luggage on the same day. They told us that they have everything was ok but obviously not I have my prescriped medication and my clothes in my luggage which i wont be able to use tonight. Please help me to settle everything on my lost luggage as I really need my medication. My reference number is : BCNVY68663 Name is: Grace Paliohoetomo Luggage tag no : Q28D3
Reply
Calling Vueling a 3rd world airline is doing 3rd world airlines an complete injustice. Vueling is representative of why Europe is going down the toilet, its run by complete imbeciles who couldn't care less about their customers.
Reply
to whom it may concern i am wrighting this email to you to tell you of your appauling treatment i recieved with your company having lost my husband suddenly and going through a very difficult time in my life my daughter whom works for costa cruises offered me a holday onboard one of there ships unforutanley the weather was bad and the ship was going to be late for my flight to milan to barcelona on the 19th of april 2014 so my daughter rang your company and the offered me another one from nice to barcelona costing 219 99 euros your company assured us there would be no problem with my connecting flight from barcelona to alicante which cost me 487 33 euros on arrival they refused me to board the plane it was the first time i have travelled on my own since my husband died and i was left totally stranded in barcelona airport the totally refused to help me i was left stranded and in tears and they did nothing to help me i was all alone i was so frightened to be left stranded i made my way to barcelona train station were i was mugged and robbed of my money credidt cards everything i would not have been in this situation if your company had helped me i was taking to the police station in a very dissressed way i had to wait 19 hrs to get a train back to alicante i had to sleep out side the train station untill they opened and my daughter brought a train ticket on line for me if it hadnt been for the lack of help from your company i would never have been in this situation i have been deeply distressed over this incident i hope that this never happens to anyone else in total i paid 707 32 euros to be treated in this way iam deeply * and upset the way you handle this situation and would like some answers yours sincerly lynne mccue email address lynnemccue@hotmail.com
Reply
Hallo! I was hoping to travel with my 12 years old son from Berlin to Rome a couple of weeks ago: but the flight that day never showed up, and passengers got booked on a new flight ... 18 hours later. Vueling calls that "a delay" and therefore refuses to provide cancellation fees (!). In any case, according to European legislation I would be due at least the refund of the ticket which we did not use (we left on another airline). More than a week ago I asked for the refund both on the website and over the phone but still nothing came through. It is despicable to be treated this way by what considered to be a reliable airline. Sincerely yours, Ilaria Romeo
Reply
DO NOT FLY VUELING!!! Delayed by hours every day!! No customer services, no information at the airport! DO NOT FLY VUELING
Reply
Calling from NYC, USA, imposible to get a telephone number that answers to cancell a reservation due to an emergency operation. Do you have a valid (useful nunber) for me to call. I hope that you can help. Thanks, Nelly
Reply
DDO NOT USE VUELING. What seems a good deal isn't, they are cheap, nasty, money grabbing sharks.
Reply
Vueling lost my checked bag on a flight from Barcelona to Palermo. I paid to check my bag. Hoefully ?i will get it tomorrow, a three dy dlay. I aked for a refund of the checked baggage fee and they seemed insulted that I woud ask. I will be disputing he charge when I recive my charge card statement. The seats on Vueling are too close together. You get what you pay for, cheap ticket price = uncomfortable seat and no help with lost bags.
Reply
Hi There, We are ALL missing our luggage. Was supposed to be sent from Florence to London on March 7th. There has been no customer service whatsoever and we would all like an update. Not one bag was sent to London from this flight. Terrible customer service. Please advise immediately for further information Flight #VY 6204
Reply
Rashida hossain : hi i got triple charge for one ticket please help me my card no 465935193380
Reply
Frustrated in France : Impossible to contact this airline through website, email or telephone to Spain. A complete ripoff - NO CUSTOMER SERVICE!!! If you hit the contact us icon on their website, miracle, there are a series of tel numbers you can ring from, from uk, France, rest of the world etc. each no is different. The +44 no they had at the top of the we page does not even exist! In any case, I rang one of the numbers and miracle again, it was answered quickly , very polite, but I did not get what I have asked, I made a mistake and double booked for us on the sane flight same date and rang vueling immediately and nope, very rigid, no refund no cancellation, so now I have 4 tickets for same flights for two of us, and £700 out of pocket. Cathy from australia
Reply
Plane was delayed by 8 hours due to a mechanical fault. These things happen so was not complaining at first but the communication was appalling. Then , despite having 8 hours to sort the baggage out they flew without any of it . And they did not bother to tell anyone this . We just were waiting at a baggage reclaim belt with details of our flight and another spanish speaking passenger let us know . Vueling could not care less, they lied about the reasons blaming a faulty x ray scanner and their sole motivation was to get a plane to Barcelona at any cost to customers to avoid losing revenue. I do a lot of budget travelling and have low/ reasonable expectations but vueling is so much worse than any of the others . Never again!
Reply
how long is it before I can fill in my API for vueling, just seems i'm going round in circles filled it in 3 times and no confirmation email to say it's been accepted...?
Reply
Booking Number - 223007703 Flight VY8463 - Lisbon - Tel Aviv - M Redbourn Below is the first email that I sent to Voeling and after four more I'm still getting stock replies saying that I'm not owed anything. My last email stating that mine is an open and shut case legally, and stating that I would be hiring an attorney upon my return to Lisbon, has so far not been replied to. When I checked it at Lisbon airport I only had hand-baggage but the young lady that checked me in told me that there was no more room in the cabin for hand-baggage so I'd have to check it in. I offered to pay extra because I didn't like the idea', but my offer was declined. She checked my hand-baggage into Barcelona. At Barcelona I waited for my bag which I imagine was one of the last pieces and it had some minor damage in the wheel's area which made it tend to tip over for the rest of the trip. I then asked how to get to the departures area (connecting flights) so that I could go to my gate. But what you have to do is exit the terminal, reenter, and then go through the long security check again, which was very thorough, but also had long lines; and then go through passport control again, and after that make your way to the gate. The upshot? I missed my connecting flight! OK - it's now around midnight and the companies are starting to shut down, but I did manage to catch hold of one of your staff who was just leaving. She told me that the next flight that she could get me on was two days later, and I'd be given 25% discount, if I paid on the spot. I naturally turned down the offer! She was quite sympathetic though, and told me to complain and hinted that although there had been a hand-luggage problem, passengers with transfers should have been given priority over those making direct flights when deciding who or could not take hand-luggage into the cabin. The lady at the airport inquiries desk told me that the only company that had flights the following day was El Al and their prices were sky-high and I understood later that she could only see direct flights. So then I had to get on the Internet and check out different companies. I couldn't find a café with wifi at that late hour, but discovered that the airport has a business office which I visited, but they charge ˆ8.00 an hour. I spent a 1/2 hr there and having found nothing left. It's now around 2:00 a.m and after looking and asking airport workers I found a café which charged crazy prices for a beer, but the Internet was free. And they offered me a socket in case I needed to charge my laptop. I later did need to charge it and panicked when I couldn't find the charger. I found it later but I was getting exhausted and no longer thinking on all 6 cylinders. It's now around 3:00 a.m and I discover that Turkish Airlines have several flights with the first one being at 6:00 a.m with a short stopover, and the price was good, ˆ263.78 so I booked it. The reason that I booked the early arrival with you was to avoid the expense of having to use a taxi from Ben Gurion. I arrived at Ben Gurion at around 3:00 p.m (Friday) and discovered that the last train into Tel Aviv had already left because of the Sabbath. I'm then told that a taxi is now the only choice and the price is 140 shekels, or ˆ30 So I waited next to the taxis and when I saw somebody asking to go to Tel Aviv I quickly asked him if he wanted to share the cost and he quickly agreed. So I paid ˆ15.00 instead of ˆ30.00 So apart from my horrible experience at the airport, I missed a day in Tel Aviv and am presently ˆ299.78 out of pocket! In light of the above, and in consideration of my imminent return flight, I look forward to your reply, by return, in which I request you to inform me how you intend to reimburse me a) for the unnecessary extra travel costs b) for out of pockets expenses and, c) Make consideration as to inconveniences caused Yours faithfully, Michael Redbourn
Reply
I traveled with Vueling and my luggage was delayed approx. 5 hours which cost me 300 EUR in hastily bought clothes for my dinner appointment. I have completed Vueling's website form regarding delayed luggage and received this remarkably unhelpful reply: ------------- Thank you for contacting Vueling. In response to your e-mail, first of all please accept our most sincere apology for not being able to answer your request, we regret to advise you that this department does not have the sufficient tools to respond to your enquiries about luggage. For these types of issues we have a phone number 0034 931518172 or a postal address Vueling Equipajes Apartado de Correos 36342 28080 MADRID –SPAIN- There they will be able to provide you with the correct information; due to the fact that they are staff specialized in luggage incidents We apologize again for not being able to help you through this via Best regards, Customer Service Department VUELING AIRLINES S.A. ------------- A telephone number to a foreign country and a postal address?! This is the 21st century! Email is the most important form of customer service. I bet Vueling is only making it impossible to contact them via email because they want to deter complaints by making it too difficult to bother. I will NEVER fly Vueling again!
Reply