airberlin 

This is the complaint I have sent to Air Berlin severla times with no reply and I do not expect to receive a reply.
"I have sent this complaint before but your systems cannot rather conveniently find the reference code given by you: V1107357. AB4024 was 3 hours delayed leaving Abu Dhabi and it was not due to operational problems - we did not receive any meal or drink ticket to compensate waiting in a small rather primitive airport like Abu Dhabi - we waited 1 hour onboard the flight for 4 passengers. The crew did not feel responsible and the captain did not apologise in his first announcement. I would require compensation for this delay from Air Berlin.
There was also a muslim prayer on the Etihad flights which many of us found very offensive - never Etihad again. I will await compensation from Air Berlin under the EU rules as Air Berlin is based in Germany
looking forward to hearing from you"
Nothing has happened and no info from Air Berlin who like all other complaints they have received ignore customer complaints.
We as a family will NEVER fly with Air Berlin and Etihad Airway again

If you don't speak german - don't expect that they are nice and help full,nearly suspicious towards you, but if you do speak their native - I'm sure they are very helpful, they just need to realise that more people in the world speak englisk and that german.

There was a lot of trouble on our way back with a german male passenger, who was very rude and loud to alot of other passengers including us, the staff did nothing but pet him and his bad behavour had no consequence except they moved HIM to better seats and again they spook to him in their language, so you are lost and could therefor not argue with him. I will never fly AB again for sure, I'd rather swim to the US from Europe.

My baggage never arrived from Copenhagen to Zurich with Air Berlin.
I was so lucky to get my baggage back home after 10 days and had of course lots of extra expences on a holiday without baggage for 10 days.
Air Berlin have only been giving me an offer with 75 EUR or 120 EUR as a fligth voucher or 10.000 miles. That's absolutely a crazy joke. I have refused and am not hearing more from Air Berlin.

That was my first and last flight with Air Berlin.

Kort for talt, så havde jeg ved booking af vores biletter tilvalgt og betalt for at få 2 kufferter med til Berlin fra CPH. Da vi skal hjem bliver vi opkrævet 2x70 eur for taskerne da vi "jo kun havde valgt at vi ville have kufferter med på udturen". Vi fik derfor valget mellem at betale 2x70 eur taskerne eller lade dem blive i tyskland. Jeg vil fremhæve at dette er over 460% af normal prisen pr kuffert. Se detajler nedenfor.

Vi sendte et brev til Airberlin (se nedenfor) d. 18 Juli, og har til dags dato d. 16 Oktober endnu ikke fået behandlet vores klage.

Det er ikke godt nok! Aldrig mere Airberlin!


Brev til kundenservice@airberlin.com sendt d. 18 Juli 2013:

Hi Airberlin,

My family and I recently traveled with you on a return flight from Copenhagen to Berlin (see attached invoice XXXXX). During on-line booking I could see that checked-in luggage was not included in the price of the fare; I therefore selected to book-in two pieces of luggage at a cost of 15 euro pr item (see invoice.). However, when we arrived at the airport in Berlin for our return flight to Copenhagen, we were told that the checked in luggage on our return flight was not included in our booking, even though I had chosen to pay for two pieces of luggage when booking the flight.

At the service desk in Berlin airport I was informed that I had only booked luggage for the outward flight. When I booked the flight it was my clear impression that I paid for two pieces of luggage for both outward and return flights. I was then informed that I would need to pay 140 euro (2x70 euro) for return transport of our luggage (see attached "reciept1.jpg" and "reciept2.jpg"), which I found very irritating as I thought that I had ensured that the booking included baggage. I was further informed that I must have made an error when booking, as I would have had to pay an additional 2x15 euro for the bags for the return flight during booking.

I can understand the need to book in luggage as a separate payment in order to keep flight fairs low, and paying 2x15 euro for the bags for the return trip is in my opinion acceptable. However, being demanded to pay 2x70 euro is in my opinion rather extortionate. At the service desk I was told that if I wanted to get on the flight with the bags I would need to pay the outstanding amount immediately and that I should then contact Airberlin by mail for a possible refund of the extra cost.

In my opinion, I booked a return flight for 3 people, and at the time of booking chose to pay for two pieces of luggage. Having then to pay a fee of an additional 110 euro, due to an extremely unclear booking process, seems rather excessive. I booked the flight in good time, January 2013, and was convinced that everything was as expected and that the luggage was paid for and that I could look forward to my family holiday. I was apparently sadly mistaken.

This situation revolves around what I consider to be an unclear booking process - you could also call it an honest mistake. I hope you can understand my frustration over this issue and that you will show a reasonable approach in trying to resolve the situation by refunding the difference in luggage fees amounting to 110 euro. I can also inform that you that the luggage on the outward flight was delayed by four days (see attached file "DelayedLuggage.jpg"), which I also consider as being poor service.

Yours faithfully, xxxxxx

they lost the whole planes bags (about 100). They ruined my whole vacation. They promised me money back for all of the clothes I had to buy. This was 2 months ago. They told me to send them all of the recipts. Now they dont answear to my emails, they dont have a phonenumber that I can reach someone. I STRONGLY RECOMMEND ALL OF YOU TO NEVER FLY WITH THEM. RUINED MY WHOLE VACATION AND WONT GIVE ME MY MONEY THAT THEY OWE ME!!!!!!!!! STAY AWAY FROM THIS COMPANY (Even ryanair is better!!!!)

I have had serious problems to have reply to the claim I sent AirBerlin in February 2013. I got no answers and when I sent them new mails, I always got the same standard mail as reply."Thank you for your mail - we have for the time being a lot of Work to do, so we ask for your patience". When I finally got contact to a person it was always a new employe, that asked the same questions again and again and when I replied, I got again the same standard mail.
After numerous mails I tried to take contact to the COO of AirBerlin - he read my mails, but did not do anything at all, and I newer got a reply from him. I therefore contacted the CEO of AirBerlin to ask for his help and finaly I got a reply from the customer Service with clear reference to managements involvement. AirBerlin had settled my claim and had decided to give me 250 euro for the inconvenience I have had during the handling of my claim.
I were satisfied with the settlement of my claim, but then AirBerlin did not transfer the promised 250 euro and when I asked for the Money transfer, the same story of no reply started all over again. I contacted again CEO and now I got a reply that they had rewieved again my claim and now they would not transfer the 250 euro.
I therefor think that all new customers should know that they cannot trust AirBerlin and that the CEO is willing to act non thustworthy just to save 250 euro, he already promised to pay out.
So my question is - are AirBerlin not thrustworthy or do they have Financial problems?
Best regards
Erik

Very bad customer service. I've used a lot of Airlines but this one tops the list with bad attitude and false information.

I flew with AirBerlin a bunch of time and everything worked fine...no extra delays, nice helpful staff, good communication and customer service when I had problems. Planes were nice and tidy too. I was quite impressed.

I have travelled several times with Air Berlin from Denmark to Spain (and back) with connecting flights from different airports i Germany. And I have allways experienced good connections and no/limited delays. My familiy uses Air Berlin too and they have once experienced a delay that resulted in a missed connecting flight. Air Berlin took full responsability and housed my relatives in a hotel near the airport and got them on the first flight out. Good customer-service on the phone.

Lost my baggage in Itally for 7 days, Airberlin refuced to giv me for 3 days because they would not drivet outside Catania - Wonderful service. Have called and send email to airberlin after i got home but no answer after 3 month. :-(

Was with the company from Copenhagen to Berlin and back.
Fligt okey and similar to any economy campanies.
In Berlin however, it took a very long time before we got our luggage. We heard along the way a big bang out from the back.
My suitcase was damaged and a wheel was missing. It was a whole new samsonite. I tried to get my wheels back or get it replaced.
After countless emails and filling out online formulars I gave up.

you get seat allocation a dring and a snack from a well organised airline who exploit the digital age well for booking and checkin