airberlin 

Apparently the change of policy was on the internet 1 month before they changed from 2 drinktrolleys and a snack to no free water or food at all. There was no note on the website when I booked, there was no note on my outbound flight which was a few days before the change, I did not get an email about the change or hear a flight attendant make such an announcement. To expect the customer to go visit the website just in case anything has changed is rediculous! Every small company can send an email when a change is made, but Airberlin can not??!! I was really lucky to buy myself water and food at the airport for half the price. So the legspace gets less and less, no free drinks or snacks, but the prices stay. How does that make sense? Lousy service airberlin.

I just talked to a guy working the night shift and I have never in my life talked to such a rude person in my life!
I called Air berlin the day before yesterday to make a name change cause my second given name wasn't on the ticket, and I talked to a girl who would change the name on the ticket. Then I looked at the ticket, and the name still wasn't changed. Then I called again and this time she promised me that they would change the name. Then I looked this morning and the name still hans't changed. So I called again this morning and get through to a guy and suddenly I get the information that can't change my name at all, I have to contact the company i bought the ticket through. Of course I get upset cause this is the first time I hear this, but I am not rude in any way, I am questioning why I haven't heard this before. Then the man that i talk to is so rude back ans screams "like I said three times you have to call the agency where you bought the ticket" and then hung op on me!!! The only thing i wanted was an explanation, I mean what kind of service is this? I didn't even get a sorry for the inconvenience! This trip to New Yourk was supposed to be a happy experience, but now I just don't feel like going.
This guy seriously have an anger issue and I think you should look over your customer service staff if this is hov it is supposed to be.

/Fie Sund

This airline is a study in how NOT to treat their greates value: their custormers.

We incountered several delays. Which let to more than a 24 hour delay...

Further more our seatings was scrampeld all over the place in one flight. In another my mothers seat had a sign saying it was "faulty"
- We had to make the personal aware of this problem our selfs, letting to somewhat confusion... but as we got rearranged it turned out that the seat was ok, they just had to use it for an extra cabin member during the flight... ohh my, just at least be honest...

All in all. A BAD EXPERIENCE!

And worts of all is, they dont even respond to any of our mails.

If Air Berlin needs any reference, then this is all i ever heard from you:

"Your personal reference number is V1456661"

1st problem:
There is a limitation on characters in the input field at the online booking system. Not allowing me to type in my full first name according to how it is in my passport.
I call in immediately and I'm told my name has been corrected. In the confirmation email my name is correct at the top...and I don't notice that it's still not correct under the "passenger" field. I only notice this a month before my flight as I can't access my booking.
So I call in and they have to refund the old ticket and I have to buy a new one (in which they can correct my name, the booking system still has the same limitation issue)...and of course this new ticket is more expensive than the 1st one. Grrrr.

2nd Problem:
I booked a one-way ticket...and as I did I specifically asked...on 2 separate phone calls to Air Berlin "is it a problem...do I need a return ticket to be admitted on the plane?" Both times I was told no, no problem!
But is was a problem!!!
And at the airport...half way on the journey to my destination...I had to buy a return ticket. That of course was unbelievably expensive...155 Euros more than what it is sold for on their website....on a return date that does not fit with my travel plans at all. So of course I will have to pay them another 150 Euros to change the flight to when I actually need it.

3rd Problem:
Traveling with "Pet in Cabin", and having called to confirm it on several occasion they still had to move other people from their seats at the last minute, to be able to accommodate me traveling with my pet. Not like they didn't know we were coming!!!
And at the airport, when I am forced to buy a return flight that I don't really want they say at the end they could not add the Pet in Cabin feature. That it would have to be done later, it appears that they did charge me for it...but of course calling in they say it's not payed for and I will have to pay for that extra feature.

Not cool Air Berlin! Not cool at all.
The flights in them selves went quite well. But the miss-information, the hours on the phone and all the stress around the booking process have been a very unpleasant experience.

Sure Air Berlin offers cheap-ish flights online. But just hope that nothing goes wrong, or you have any special need and you have to call them. That's when your trouble begins. They will have found a problem...and it will cost you more to fix it. Even when the fault is on their part...repeatedly... =P

cancelled flight. Callcenter totally incompetent - no answers - keeping people waiting for hours. Giving wrong information. Its the worst Service I ever experienced with any Airline. The cancellation of the flight was even the smallest problems - but any contact with the Airline was so extremely annoying - I have never experienced such a bad customer support.

We booked a flight from Hamburg to Chicago by Airberlin via Flightfinder. Due to a schedule change between Airberlin and an alliance partner of Airberlin (American Airlines), the original flight could no longer be carried out according to the original time schedule. Airberlin suggests us to rebook our tickets - but there would be an overnight in Düsseldorf airport. Airberlin offered us to pay our hotel expenses if we accepted the rebooking.
When we afterwards presented the hotel bill from our stay in Düsseldorf (as agreed) - Airberlin refused to repay the hotel expenses due to "operational backgrounds"!!!!!

I have travelled many times with Airberlin with nothing to complain. From my point of view they are better than Alitalia airfrance etc. One of their big challenges is lost or stolen baggage. Someone should look into this problem statement as a improvement project.

When everything works according to plan, it is fine and often at a good price. But when something goes wrong, the handling from AirBerlin is terrible, and their respect for European compensation rules are non-existing. They try to pay all passengers off with small symbolic compensations through vouchers, very well knowing they are obligated to pay substantial cash compensations. It's a direct insult against their customers.

Worst flying experience in my life so far: lost luggage, two 2 hour delays, therefore missed connecting flights, indifference of stuff. Total travel time Helsinki - Kathmandu ~50h.

Must be a bottom low in customer service.
I am quite disspointed to say the least.
I am flying with you almost every month and never had this horrible experience before.

I had a problem booking the flight using a mastercard gold, tried 3 times and get error (not wrong data but just error try again) so I call in to make the reservation instead.
The agent is polite and calm, there is no conflict of interest of any nature. He manages to identify the flight I am booking for me and another passanger.
He identifies I have gotten a price generated in swedish crowns which is being confirmed.

However he now tells me the price will be higher due to paying with this card. I ask him how that can be considering I have supplied your booking system online with the correct info and given it the data saying I want to pay using a Mastercard (gold) and the total price I would be legally liable to pay by clicking the button is roughly 40 euros lower then he says it will be.

I ask him how come and he tells me I would get that information in the next step (ergo after the booking and payment have been made and also the legal commitement). That they will charge me extra for using that card. But it doesnt say when clicking the price where I make a legal commitement and where a total price very clearly is communicated being something else.
I ask him how that is even legally possible to communicate on the (air berlin) site (having given it the info that I intend to use mastercard gold) that I would cost me X, click here to pay total price of this, and next page would actually show me that no, the price is not X its Y but you have already made the legally commited action by pressing the button.

The agent reaplies, by not saying anything but instead hangs up on me. Very profesional. I couldnt care less about 40 euros in this context. But the mere fact that you cannot explain it, and instead hangs up on me (there have no been a discussion or conflict during the call at any point).

What kind of practices do you actually entertain? I have now wasted over 1 hour trying to book tickets which are still not booked. I was given the option to get the same flights on your planes using another booking service which would save me about 100euros, I choose you instead because you have a better reputation (trustpilot etc.) and I have had good experience using you every month before. And now despite being prepared as a loyal customer to pay another 100 euros just because I rely on your customer support more then the other agencies selling the same tickets, on your flights, 100euros cheaper. I get this result.

Shame on you!!! It is embarrising, this is not how a profesional company should be behaving. Must be a bottom low in customer service.
I am quite disspointed to say the least.
I am flying with you almost every month and never had this completely useless and rude experience before.

I had a problem booking the flight using a mastercard gold, tried 3 times and get error (not wrong data but just error try again) so I call in to make the reservation instead.
The agent is polite and calm, there is no conflict of interest of any nature. He manages to identify the flight I am booking for me and another passanger.
He identifies I have gotten a price generated in swedish crowns which is being confirmed.

However he now tells me the price will be higher due to paying with this card. I ask him how that can be considering I have supplied your booking system online with the correct info and given it the data saying I want to pay using a Mastercard (gold) and the total price I would be legally liable to pay by clicking the button is roughly 40 euros lower then he says it will be.

I ask him how come and he tells me I would get that information in the next step (ergo after the booking and payment have been made and also the legal commitement). That they will charge me extra for using that card. But it doesnt say when clicking the price where I make a legal commitement and where a total price very clearly is communicated being something else.
I ask him how that is even legally possible to communicate on the (air berlin) site (having given it the info that I intend to use mastercard gold) that I would cost me X, click here to pay total price of this, and next page would actually show me that no, the price is not X its Y but you have already made the legally commited action by pressing the button.

The agent reaplies, by not saying anything but instead hangs up on me. Very profesional. I couldnt care less about 40 euros in this context. But the mere fact that you cannot explain it, and instead hangs up on me (there have no been a discussion or conflict during the call at any point).

What kind of practices do you actually entertain? I have now wasted over 1 hour trying to book tickets which are still not booked. I was given the option to get the same flights on your planes using another booking service which would save me about 100euros, I choose you, Air Berlin instead because you have a better reputation (trustpilot etc.) and I have had good experience using you every month before. And now despite being prepared as a loyal customer to pay another 100 euros just because I rely on your customer support more then the other agencies selling the same tickets, on your flights, 100euros cheaper. You manage me like this? It's like a bad tasting joke.

Shame on you!!! It is embarrising, this is not how a profesional company should be behaving.

German efficiency? Think again.

4 hours late. Denied compensation, Lost Luggage. Countless hours lost trying to fix issues they caused me and my fellow passengers.

If somethings goes wrong there is ZERO Accountability with this airline! Save yourself one BIG headache and HOURS of time and select another carrier that actually wants to help their customers.

Flight 4 hours late on connecting flight because the airline chose to use the plane we were supposed to fly with, for another route to LA, whose aircraft had broken down.

According to EU article Right to care, the airline is legally obliged to provide passengers with a MEAL proportionate to the delay.

Airberlin gave the passengers - and I'm not joking - ONE bag of Crisps and ONE bottle of water. That's refreshments at most, not a meal during lunch hours.

I complained to their manager who said I was welcome to have lunch at the airport
as long as I saved my receipts.

I did and uploaded it to airberlin.com /complaint site as per instruction.

Furthermore, in accordance with EU law, I requested compensation from this airline for a delay that exceeds 3 hours.

One month later they replied that they were not going to pay any compensation because they "had determined that my flight was less than 3 hours delayed".

Even though it's an objective fact that it was more than 3, almost 4 hours late. And is verifiable through countless independent sites that check flightstatus. I have now hired a flight compensation specialist firm to take Airberlin to trial.

To top this disaster in PR and customer service, they managed to lose my cabin luggage from Stuttgart to Dusseldorf. Which they, by the way, forced me to check due to insufficient cabin space.

One month later and they still haven't found it, and I don't expect they will offer any compensation what so ever.

If you value your time and possessions I would stay far away from Airberlin. Not worth it to save a few euros on airfare and lose up to a thousand euros on lost property and time.

No number to call, nothing. They couldn't care less about their passengers.

Zero service, incompetent personnel and not even appropriate prices for what you get.

So in the case of any change, if you haven't selected any option then you can not do anything:
- cant change the flight
- can not cancel the flight
- can not even ask for the taxes refund, which they should be entitled to
- in case of a return flight, you lose everything.

This simply feels like we're back on the early days of flight booking!! without any flexibility and a massive lack of customer experience.

Have booked a flight from Copenhagen to Stuttgart arriving in Stuttart at 18:15.
The fligt from Copenhagen was delayed two hours, but in the fligt the crew could tell me, that the fligt to Stuttgart also was late, and that they would wait for me.
We arrived ten minutes to late, and instead of changing my fligt at the gate, i was send out to their Tickets & Service, and it took 1 hour and 40 minutes to change my flight, not to the 19:05 but to 21:35 since the gate to the first one was closed when my tickets was changed!
I have tried to send my complaints to Air Berlin, but everytime i press SEND it comes back with a FAULT 500!!!
I accept that a flight can be delayed, and have tried it many times - but i have never experienced such a lack of customer service! Actually i am not sure they even have a customer service, or care about the customer!

I called your service phone th. 17 of January because I wanted to bring my skiies on my flight to Munich.I was told that I could bring them and pay 50Euros in the airport. The 23 of January I showed up in CPH airport and they charged me 115 Euros. The lady at the counter told me that this wasn't the first time she experienced that people was told the price of 50 Euros, then charged 115 Euros on arrival. On arrival in Munich I went to the AirBerlin counter to claim my 65 Euros back, but they told me that I had to contact you by Email to claim them. Looking forward to getting my money back.
I filled in the complaint on their webpage and pressed send, but it went to a page saying "An unexpected application error occured"...

Our flight from Berlin to Copenhagen was overbooked by 18 persons so we did not get on the flight!!!The person at the Airberlin customer service promisef a compensation of 250 euro per person which could get paid out in cash! Now customer service is claiming that we sre only eligible for 250 euro in total and we got a voucher!!have been writing back and fourth with the customer service without any luck!!This is not acceptable!!!

I'm flying with Air Berlin. I can pay more than with cheap airlines, because I like comfort and secure. Good customer service, comfortable airplanes, lots of connections.
I feel really safe with AirBerlin
Thanks!

Never trust airberlin in paying for (Extra) luggage. We payed for one suitcase return via their homepage (max price by the way?) AND was also charged i Kastrup - even more than we had alreaddy payed? We did NOT pay on the way home and they have agreed to refund approx half of the cost in Kastrup still having payed more than 50 euro too much without getting any answer WHY?

Flight cancelled - please call Service Line for Platinum Guests - Service Line does not answer for 40 minutes - tells me he cannot help me and I needed to go to the airport to find a solution. At the airport in Munich - Service Staff not enable to support properly - all other flights are fully booked - only solution stay in a hotel at the airport - but oh sorry we don't have any rooms any more in the hotel at the airport you have to go to Freising which is 12 km from the airport BY BUS!!! (which of course you have to pay by yourself or hand it in and by the way you will never see your money again!). The room in the hotel in Freising - of course next to the street and the railway with freight trains passing in a room which is disgusting - Air Berlin you could not have made it worse for one of your best clients - Platinum - that has totally changed my view on you and the quality of your service.

My fiancé and I flew with Airberlin from CPH-TXL-LPA and home again LPA-DUS-CPH. We thought that the flights were very pleasant and the crew seamed very nice. My fiancé hat some trouble being understood by the crew since he doesn't speak german and they didn't speak english very good.

The only minus was that on our vacation we received information on email about the flight home and check-in in german! Fortunately I speak and can read german! but otherwise that would have been very disturbing. Foreign costumers should receive information in english. And I thought it was a bit annoying been greeted in the emails as "Mr." when I am Miss :)