A 35 minute flight on a new 787 from Madrid to Barcelona. Plane was immaculate, crew was friendly and flight was on time. Only downside was the chaotic boarding in Madrid. Would definately recommend
A 35 minute flight on a new 787 from Madrid to Barcelona. Plane was immaculate, crew was friendly and flight was on time. Only downside was the chaotic boarding in Madrid. Would definately recommend
1,193 - 1,197 of 12,495 reviews
My wife and I recently flew from London to Bogota with Air Europa. The experience was so bad that I wrote to the CEO jhidalgo@globalia.com explaining what had happened and asking if they might give an upgrade for the return journey to make up for the awful experience. I received a reply from Emma in customer "services" that said "we can't satisfy your request". There was no rational or explanation for the rejection - simply a "NO". In her email, Emma misspelled my name twice as further evidence of lack of attention to detail and lack of respect for customers.
Coincidentally, on the same day I received an email from Intrepid Travel to whom I had made an earlier complaint about an unsatisfactory airport transfer. Intrepid refunded the entire cost of the transfer and gave me a voucher for 10% off my next tour with them.
No prizes for guessing which of these two companies I'll continue to deal with in the future! Air Europa, I suggest you take some lessons from Intrepid !!
If anyone is interested in the details of my complaint they are here below:
Details of issues encountered with Air Europa
1. At check in we were given no indication that our flight was delayed even though this was already known by the staff. Of
course I do not hold you responsible for weather delays, but only how you respond when such delays occur.
2. On entering the departure lounge just a few minutes later, the flight was already showing as delayed - the gate information only being available from almost the scheduled departure time. This time moved back several times suggesting a further delay. Nevertheless there was no announcement.
3. Eventually at the originally scheduled departure time we were called to the gate. We stood in line at the gate for at least 15 more minutes before an announcement was finally made.
4. After boarding I was assured by the flight attendant that the long delay would not affect our connection in Madrid. He
told me that as it was an Air Europa connection they would know we were coming very soon and would hold the plane. He also said that the arrival gate and our departure gate were next to each other so there would be no problem. When I asked if there would be a problem with the baggage he again assured me that “the baggage moves faster than the people” so I should not worry.
5. On arrival in Madrid my first discovery was that the attendant was completely wrong to say that the departure gate was “next door” - in fact it was a considerable distance away. It also necessitated going through security. I began to run as fast as possible to get to the gate.
6. I arrived at the gate breathless, dripping with sweat and very stressed only to be told by the young lady at the desk that the gate was closed. When I pleaded with her she called a colleague who explained that (despite the “fake”
reassurances of the previous flight attendant) we had been cancelled from the flight. However given my polite protestations he reinstated us.
7. In view of the time pressure, I had left my wife behind - having been able to disembark from business class much more quickly. When she arrived at the gate she was in a state of near collapse. She was gasping for breath and very, very stressed by the whole situation.
8. On boarding the plane it was clear to the crew that we were very distressed. I explained that we had been given false reassurances and had experienced a desperate chase across the airport. I said it was the first time I had flown with Air Europa but given the experience so far it would probably be the last. Then, realizing that there was a vacant seat next to mine in business class I responded to the sympathy of the crew by asking if my wife could be upgraded to sit next to me. Unfortunately the Purser said no. I further explained that I felt she was missing an opportunity to convert a very negative situation into a positive one. It would be a gesture that would convert a very disappointed first-time customer into a long term loyal customer. However she said that company policy did not allow it. So we had to politely end the discussion by agreeing to differ. I spent the next 9 hours or so very frustrated by the presence of the empty seat beside me!
9. The plane remained at the gate for approximately a further 15 minutes so we cannot understand why we were put through the stress of being cancelled from the flight. At the time we assumed it might be that our bags were being loaded.
10. On arrival in Bogota the baggage (that was supposedly faster than me!) failed to show up. We were again reassured by your airport staff that it would be tracked and delivered to our Quito hotel the next day. We were therefore forced to fly on to Quito with Avianca without our bags.
11. The next day (Sunday) I called the number I was given to check on progress and was again told the bags would be delivered.
12. The paperwork I was given in Bogota stated I would receive a PIR number by text or email but I never received it via either method.
13. The bags did not arrive on Sunday evening as promised so on Monday I called your Bogota office and was again told the luggage would be delivered but it was no longer the problem of Air Europa so I should call Avianca!
14. The bags still did not arrive on Monday evening so I called Avianca only to be told they could not tell me anything and would not deliver the bags to the hotel as it was Air Europaʼs problem!
15. On Tuesday still without the bags we decided, as we were about to leave Quito to travel south in Ecuador, the only way we would be reunited with our bags was to take time out from our holiday and make the 2 hour return journey back to Quito Airport to see if we could locate them. So we eventually found them sitting in the Avianca office and we collected them ourselves.
16. So, we were without our bags for 3 days and were given incorrect advice or no help at all to get them back. I understand that bags can get lost, it is how your airline responds when this happens that is how you should be judged. You did not do well.
17. Throughout the entire period from booking to check in and the baggage loss etc almost all of the emails I have received from you have been in Spanish- a language I donʼt speak or understand. This is not the service I expect from an international airline.
I traveled in this company due to a cancellation of TAP and I had a pleasant surprise. Although the crew were not as friendly as TAP's are, they were quite professional. The plane, a Boeing, presented in economy class a more comfortable chair and a more spacious place than the Airbus where I have traveled. It was a pleasant trip. The only negative point is that no food or drink is offered during the flight.
Bad experience, will avoid in future - plane into London from Taipei was made to wait for docking by 15 minutes or so, I had a close connection for Air Europa from London to Madrid (this flight did not delay for connecting passengers). At transfer desk, told to call the Air Europa service who was supposed to bring down a boarding pass. They didn't answer for 10+ minutes, I called again, made to wait as they dealt with people at their desk. With less than 30 minutes for my flight, their system had "closed out" could not issue my boarding pass. With meetings in Madrid the next day, this was a potential disaster. Thankfully, another airline had a flight to Madrid later that night. So, I spent an hour in passport control, $450 on a new ticket, and arrived quite late to Madrid. Unacceptable, will avoid in the future.
It is a very convenient airline for short flights, the planes are comfortable and the in flight service is good