I needed to change the date of birth on my ticket with two different airlines, as well as resolve an issue regarding a stroller. At CitizenPlan, they responded to my first inquiry within 8 hours, and... See more
Company replied
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Review summary
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I honestly can’t thank this company enough. They completely took away the biggest headache I had with my stuck reservation — fast, professional, and genuinely helpful. If you ever find yourself stress... See more
Company replied
Excellent CS! Never heard of that flight agency and accidentally booked a trip via a large travel agency with them. Accidentally because I booked the wrong date. Citizenplanes page stated "genera... See more
Company replied
Booked 8 tickets with a family through citizen plane. Just like anyone i was quite hesitant when the booking was made as the credit card got blocked and didn't get a confirmed PNR however the CP team... See more
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Company details
About CitizenPlane
Written by the company
CitizenPlane provides discounted fares on a selection of flights across the world.
If you have any question regarding a booking with us or if you want to make a claim, please contact us first by email on: CONTACT@CITIZENPLANE.COM.
All emails are read and answered within 24 hours.
Contact info
Paris, France
- contact@citizenplane.com
- citizenplane.com
4.6
Excellent
2K reviews
Replied to 80% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from CitizenPlane
Hello,
Thank you for your wonderful feedback! We’re delighted to hear that our support team was able to help you effectively. Your satisfaction means a lot to us! ✈️
Best regards,
The CitizenPlane Support Team
The replies are amazing and dont have…
The replies are amazing and dont have to wait dhe choices are super
September 8, 2025
Reply from CitizenPlane
Hello,
Thank you so much for your kind words! We’re thrilled to know you’re happy with our quick replies and the choices we offer. Your satisfaction is exactly what we aim for every day. 😊
Best regards,
The CitizenPlane Support Team
The costumers service are very…
The costumers service are very professional and helpfull to resolve my issue
Thanks again
September 8, 2025
Reply from CitizenPlane
Hello,
Thank you for your wonderful feedback! We’re so pleased to hear that our customer service team was able to assist you professionally and resolve your issue. Your trust means a lot to us, and we’re always here whenever you need support. 😊
Best regards,
The CitizenPlane Support Team
Support team
Very rapid feedback of the support team when contacted to ask for a modification of my tickets
September 8, 2025
Reply from CitizenPlane
Hello,
Thank you so much for your feedback! We’re delighted to hear that our support team was able to assist you quickly with your ticket modification. Your satisfaction is our priority, and we’re always happy to help. 😊
Best regards,
The CitizenPlane Support Team
Support team was good but why the…
Support team was good but why the company doesn’t give the right airline reservation mumber at first and we need to email them.
September 7, 2025
Reply from CitizenPlane
Hello,
Thank you for your feedback and for pointing this out. We’re glad to hear our support team was able to assist you, but we sincerely apologize for the inconvenience caused by not receiving the correct airline reservation number right away. We understand how important it is to have this information promptly, and we’re working on improving our process to make it smoother for our customers in the future.
Best regards,
The CitizenPlane Support Team
Absolutely great customer service
Absolutely great customer service. I was helped quickly. Thanks.
September 5, 2025
Reply from CitizenPlane
Hello,
Thank you so much for your kind words! We’re thrilled to hear that our team could assist you quickly and provide the great service you deserve. Your feedback truly means a lot to us. 😊
Best regards,
The CitizenPlane Support Team
I had an excellent experience with the…
I had an excellent experience with the customer service. They reply very quickly and really take the time to explain everything in detail. You can tell they truly care about the customers and do their best to meet their needs. A truly high-quality service!
September 4, 2025
Reply from CitizenPlane
Hello,
Thank you so much for your wonderful feedback! We’re delighted to hear that our team’s quick responses and detailed explanations made a positive difference. It’s great to know you feel we truly care about our customers—that’s exactly what we strive for every day. 😊
Best regards,
The CitizenPlane Support Team
CitizenPlane Escalation
Reply from CitizenPlane after escalation
Hello,
We understand how important it is to have the correct name on your ticket, and we truly regret the inconvenience this situation has caused.
As soon as we received your request, we immediately reached out to our supplier, who then contacted the airline directly. Unfortunately, the airline confirmed that this ticket type does not allow any name changes, even minor corrections. This is an airline restriction that we are required to follow.
To assist you as much as possible, we have asked our supplier to add a note to your booking indicating the correct name. This note will be visible to the airline staff during check-in. We recommend that you bring your identification and arrive early at the airport.
We understand this is not the ideal solution and appreciate your understanding. Please rest assured that we have done everything possible within the airline’s rules to help.
Sarah
Customer Support Lead, CitizenPlane
----------------------------------------------------------
I have replied below:
On Wed, Sep 3, 2025 at 10:08 PM Deb D
Hi Sarah,
Thank you for your response. I have a few important clarifications to request:
You mentioned that your supplier has added a note to the booking indicating the correct name. Could you please send me written confirmation of this, including a copy of the note or documentation that shows it is visible to WestJet?
If WestJet denies boarding because the ticketed name does not match the traveler’s passport, what will happen at that time? Will you take responsibility for reissuing the ticket or reimbursing the full cost?
You state that you have no direct contact number. If WestJet staff at the airport want to verify this with you during check-in, how exactly will they be able to communicate with your team?
Finally, I would like to remind you that your own website states that you can handle corrections in such cases. However, your current actions are not consistent with this declaration.
I kindly request a prompt reply with clear confirmation and accountability before my scheduled travel.
I must emphasize that this ongoing situation has caused me significant stress and inconvenience over the past several days. I would strongly prefer to resolve this matter directly and avoid regulatory escalation.
However, if no immediate action is taken within the next 24 hours, I will have no choice but to proceed with formal complaints to the relevant consumer protection authorities in Canada(CTA & Consumer Protection Ontario ) and the EU (DGCCRF France and ECC France).
I hope we can resolve this matter directly without the need for regulatory escalation.
Regards,
Deb
September 3, 2025
Unprompted review
Very prompt solution for wrong family…
Very prompt solution for wrong family passanger name.
September 1, 2025
Reply from CitizenPlane
Hello,
Thank you for your great feedback! We’re glad we could quickly resolve the issue with the passenger name. 😊
Best regards,
The CitizenPlane Support Team
Maybe next time
I was able to obtain my tickets on the airlines website 24 hours before departure which was good. However, the international tax was not included in the ticket price. I had to pay an extra $137 on top of what I already paid.
August 14, 2025
Reply from CitizenPlane
Hello,
Thank you for sharing your experience with us. We’re glad you were able to access your tickets easily. Regarding the international tax, these fees are sometimes collected directly by the airline at the airport or during check-in, as they are not always included in the ticket price. We understand this can be frustrating and appreciate your feedback as it helps us improve transparency for our customers.
If you have any further questions or need assistance, please don’t hesitate to reach out to our support team.
Best regards,
The CitizenPlane Support Team ✈️
Reply from CitizenPlane
Hello,
Thank you for your feedback! We’re happy to know you had a good support experience with us. 😊
Best regards,
The CitizenPlane Support Team
Reply from CitizenPlane
Hello,
Thank you so much for your kind words! We’re glad we could respond quickly and give you the help you needed. ✈️
Best regards,
The CitizenPlane Support Team
TThat respond to fast and trying to help! In the end they help me very good service! 5/5
That respond to fast and trying to help!
August 13, 2025
Reply from CitizenPlane
Hello,
Thank you so much for your kind words! We’re happy to hear that our team was able to assist you quickly and provide the support you needed. Your satisfaction means a lot to us! ✈️
Best regards,
The CitizenPlane Support Team
Excellent customer service
Excellent customer service, very quick response, and problems solved very quickly. Very satisfied, I highly recommend.
August 11, 2025
Reply from CitizenPlane
Hello,
Thank you so much for your wonderful feedback! We’re delighted to know that our team could assist you promptly and make your experience a great one. ✈️
Best regards,
The CitizenPlane Support Team
Amazingly fast support!
My issue was solved within 10 min via email! While Pegasus took 2 hours via chat and Edreams hasn't even bothered to answer in 72 days via chat (and I have premium btw).
Thank you!!!
August 19, 2025
Reply from CitizenPlane
Hello,
Thank you for your kind words! We’re thrilled to hear that our team could resolve your issue so quickly and make your experience smooth. Your satisfaction is our priority! ✈️
Best regards,
The CitizenPlane Support Team
Customer service was quick and helpful
Customer service was quick and helpful. My issue was solved without problems.
August 18, 2025
Reply from CitizenPlane
Hello,
Thank you for your kind feedback! We’re delighted to hear that our customer service team was able to assist you quickly and resolve your issue smoothly. ✈️
Best regards,
CitizenPlane Support Team
Best rates travel fare
August 12, 2025
Reply from CitizenPlane
Hello,
Thank you for your feedback! We’re glad we could assist you quickly and that you had a positive experience with our team. ✈️
Best regards,
Booked a ticket almost four months ago
Booked a ticket almost four months ago, and still the reservation does not exist with the airline. When you see that the booking was made through this fake "third party" immediately call your bank and dispute! eSky (the travel platform that I made the reservation with) keeps telling me that the tickets were confirmed with the airline, when in reality after messaging the airline numerous times, they informed me that the names of the passengers are not in any lists for that specific flight! Later I figured out that the reservation was made with Citizen Plane, and therefore, I did not get any tickets! Extremely exhausting experience! Avoid at all costs!
Lesson learned: just book directly with the airline! Saving 50$ for such an exhausting and draining experience is not worth by any means, nor it is acceptable!
April 27, 2025
Unprompted review
Reply from CitizenPlane
Hello,
Thank you for sharing your feedback, and we are sorry to hear about the frustration you experienced. We would like to clarify some important details regarding your booking.
As detailed during the booking process and in your confirmation email, your reservation was made through a group allocation that a tour operator purchased from Fly One S.R.L. This setup allows us to offer you a discounted fare, but it also comes with some implications:
Passenger list management – The passengers’ list is sent directly to Fly One S.R.L. by the tour operator. In these cases, a personal PNR is not usually created, which means online check-in is not available. If online check-in does become available, you will be informed directly by email. Otherwise, you will be able to obtain your boarding pass at the Fly One S.R.L. check-in desk at the airport, starting 2 hours before departure (please ensure you bring valid ID for each passenger).
Reservation handling – Since the booking is part of a group allocation, Fly One S.R.L. does not manage your reservation directly. The responsibility lies with the tour operator who made the group booking on your behalf.
We truly regret any confusion this situation has caused and understand your concerns. Your feedback is valuable to us, and we will continue working with our partners to make the process clearer and more transparent for future travelers.
Kind regards,
My booking was made into 3 separate…
My booking was made into 3 separate PNRs, we are 5 passengers.
I booked this travel thru Opodo.com, and in the booking confirmation they gave the wrong PNR whcih was not matching with airline. I had to several times to airline, then i got to know about the one pnr which had only 3 passengers out of 5 passengers. I wrote to Opodo but no proper response. So i left the hope of travelling with this booking, but fortunately i received an email from citizenPlane about the booking, so i came to know that my booking is split into 3 Pnr, why you made all this mess?
I never faced such a stressful booking experience, and I will never consider you for booking in my entire life further. Sorry to say this, but you gave me a very hard time.
August 15, 2025
Reply from CitizenPlane
Hello,
We are truly sorry to hear about the difficulties you faced with your booking and the stress this caused you. We fully understand how frustrating it must have been to receive mismatched PNRs and unclear information.
Please kindly note that as soon as we received your message, our team responded within 30 minutes and provided the correct details for all passengers. We regret that the initial booking confirmation from the agency created confusion, but we were glad to assist you promptly once you reached out to us.
We will also review this case internally with our partners to ensure clearer communication in the future and to prevent such situations from happening again.
Your feedback is very valuable, and we sincerely apologize for the inconvenience caused. We hope to have the opportunity to provide you with a smoother experience in the future.
Kind regards,
I made a mistake withe the Name on the…
I made a mistake withe the Name on the Tickets.
No Problem with changing the Name.
Friendly and fast help.
August 15, 2025
Reply from CitizenPlane
Hello,
Thank you for your feedback! We’re glad we could help you quickly and that you had a positive experience with our team. ✈️
Best regards,
The CitizenPlane Support Team
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