Smartwings

Will never fly Air France again. I had a flight from PTP Guadeloupe to Miami (3.5h flight) scheduled. I was staying in Miami one night to visit friends and had a separate flight to LAX the next day. The day before my flight to Miami, I received an email from Air France stating my PTP-MIA was cancelled with no option to rebook on a similar flight. When I called AF, customer service agent stated the only way to travel back to the US before monday morning was to travel via Paris. I had to cancel my non-refundable hotel in miami and flight to LAX and instead flew Air France PTP-CDG-LAX (22h flight). When I arrived at the PTP Guadeloupe airport, imagine my surprise (and anger) when I see the PTP-MIA flight listed as having left on time earlier that day. I have spoken to several AF agents in person and on the phone and no one is willing to give me an explication or reason for the cancellation, offer accommodations or take any accountability. I suspect Air France had overbooked the flight and kicked me off of it to sell my seat to someone else. I have filed an online complaint and request for compensation for my cancelled hotel/flight and received a response from AF stating they are not able to respond to me any time soon due to high volume of complaints...

Compramos nuestros billetes muy cómodamente a través de la aplicación móvil y, cuando llegó la hora del vuelo, hicimos el check-in muy fácilmente. Tampoco nos hicieron esperar mucho al embarcar. Embarcamos a tiempo. Ni siquiera nos dimos cuenta de cuándo despegó y aterrizó el avión. Fue muy agradable.

From Unprofessional to Unlawful – A Shocking Airline Experience My husband and I were flying from Cape Town to Berlin with a connecting flight in Amsterdam. We arrived at Amsterdam with plenty of time and sat at the gate indicated on the screens. The screen only showed a delay—there were no announcements over the speakers and no information from staff. Suddenly, we received a text message informing us of a gate change. We immediately went to the new gate and arrived just five minutes after the message, only to be told we could not board because we were “too late.” However, two passengers who arrived after us were allowed to board without issues. How is that acceptable? We were checked in, had boarding passes in hand, and were present at the airport the entire time. Based on what we witnessed, it appears our seats were given away to other passengers. To make matters worse, the three women at the gate behaved incredibly unprofessionally—they were dismissive, rude, and even laughed in our faces as we explained that our minor children were at home alone in Berlin, waiting for us to return. We asked for their names and they refused to provide them. We received no support. The complaints desk simply rebooked us for the next morning. As a result, we are now spending the night in the airport—exhausted, distressed, and extremely worried about our children at home. This experience was not only deeply unprofessional, but it raises serious concerns about fairness and compliance with passenger rights. How can it be legal for a company be allowed to operate this way? They sell you something and then do not deliver. And then there is no accountability, communication or owing up to a mistake. Deceitful company. I would be ashamed to work there.