Flight cancelled with less than 1 hour’s notice from Munich to Düsseldorf where I had a connecting flight to Edinburgh. No reason for cancellation given. No assistance from Eurowings to get home, just left to get on with it. Eurowings charged over £600 for these short haul flights. Managed to get booked onto a late night easyJet flight home which cost a further £190 with a 10 hour wait.
Despite the appalling service, inconvenience and additional costs incurred, this company continues to frustrate and inconvenience me. Trying to get compensation and refund on the cancelled flights is proving difficult. On the 3 occasions I’ve actually managed to get through on the phone, waiting up to a hour at a time, I’ve been met with a total lack of willingness to help, one customer service adviser was in fact rude and antagonistic. I’ve politely requested updates by email but I’m getting no response.
I understand flights occasionally need to be cancelled and I accept that. What I can’t accept is the poor customer service thereafter. Eurowings had a chance here to make a bad situation better but instead they’ve chosen to make a bad situation even worse. I’ll pursue them until the matter has been resolved, if this means alternative dispute resolution or legal action then so be it.
To be avoided...high risk of substandard service, frustration, inconvenience and financial loss...never again!
Review by TrackMyRisks Srimal1 month ago
Euro wings is a despicable company. They offer international flights from Europe to the US but requires that you pay for your food, and drinks, and snacks. We have flown overseas many of times including Japan Airlines, Swiss Airlines, American Airlines, Canada Airlines and they all provide food, and drinks for free for all customers. Beer and wine of course cost money. They offer free headphones, pillows and covers. Euro wings charges 4 euros for headphones and 5.99 for covers. The movie selection was inconsiderate as most movies didn’t have subtitles. Our credit cards were stolen along with bags and passport and all we had was cash and they didn’t accept any cash transactions, so we were on a flight for almost 10 hours where we could drink nothing but water and they only offered that 4 times. It was a small cup at that. I’m so disappointed in their services that we canceled our next trip through them, we I’ll pay the same price through Japan Airlines and will receive quality services. Japan Air also offers you a warm wet washcloth once you arrive to wash your face after a long international flight. This should be a full disclosure on your website that you don’t even provide a snack or peanuts, or a meal and It’s really a sad shame!!!
Review by Lawaza2 months ago
My mother just had an awful experience. We had booked wheelchair assistance as usual as she is 81 and has to fly on her own from Duesseldorf to Manchester . She arrived in Manchester but no assistance was available and she was left on the plane for 1 hour with the pilot warning her he needed to fly back to Duesseldorf . She was then escorted off the plane and asked if she can walk at all and made to walk . She reported she was frightened to death as she is unable to walk without a waking aid and the lights in the corridors were already switched off . Only due to the help of some airport staff , my mother asked for help , was she able to finally make it to the exit , as that person found a wheelchair for her. She is still suffering from the after effects of her ordeal , physically and mentally . This is an absolute disgrace !!!
Review by DaniB Iacovitti2 months ago
Worst airline site i have ever been on, cannot book a flight. well done!
Review by Amgard Derrow2 months ago
Worst experience ever, flight got delayed than cancelled, had to stand in line for four hours to get another flight out two days later. My friend got cancelled two days in a row, would never book again, customer service terrible, on hold for over an hour
Review by Shepman3 months ago
Worst airline ever - super customer unfriendly from boarding to cabinet service. Tools such as etickets very hard to open on Android (actually impossible), delayed flights and overall mega inexperienced and simply rude employees. No words.
Review by Fieldskill3 months ago
Terrible costumer service....worst experience ever...
Eurowing Hotline put you on hold for more than 30min...unbelievable..and when your finally get someone on line they treat you without respect...
This is the last time to book with eurowings...never again...they don't deserve it.
Review by Syahriz3 months ago
In my first experience with Eurowings, I had booked a window seat, and when I checked in at the airport they changed the seat and I ended up with an aisle seat. I complained in the terminal, but as the flight was full they couldn't do anything, but assured me I would get a pillow and blanket. On the flight, and they refuse to give me a pillow/blanket due to the seat where I'm sat. I'm a traveller though, so I always bring my own pillow and blanket, so no problem, but it's just the contradiction between the members of staff and bad service.
The next journey was from Cuba to Denmark, with a layover in Dusseldorf. First of all I had to argue with the stewardess for our meal in the flight. I told her we booked the fare with the meal included, and she wanted to argue, that because of where we were sat they were not included, and asked me for proof, I asked her if she doesn't have a list over the names, and eventually she went to check her list, and at the same time I found the email that said it was included. She apologized and we got the meals we should have during the flight.
Then the bad part. In havana airport we had bought rum in the airport, which the women there put in the standard airport security bags. When at Dusseldorf airport, we had to go through security check again, and there they tell us that the receipt must be inside the bag, otherwise we cannot bring it with us, so we have to goand check it in, using our handluggage. So at the Eurowings desk, we are told that this is a common problem, and that the only option is to check a bag in. I had paid for an extra suitcase, and asked if he could not get it up to the desk, so that we could just put it in there (this is 4 hours before our flight), but it's not possible because it's already being transferred from one flight to another and there's not enough time to look for it..
So we have to move everything out of my bag and into my cousin's bag, and some stuff I had to carry in my hands, just so that we could check our rum in, which ofcourse we don't want to lose. He tells us it will cost 15euros for the flight from Dusseldorf to Copenhagen. When we are about to pay, oops, it actually costs 30euros because our original flight came from outside of Europe.. even though we are only checking my backpack in on the European flight. He says that probably we can take this up with customer service.
It's ridiculous because it's a known problem that they don't put the receipt in the bag in Havana airport, so they're aware of this problem, whilst we have no idea until it's too late. They could avoid this problem by simply asking the check in staff/terminal staff (Eurowings own staff is what I'm referring to here) to let people know, before the flight "please make sure that you have the receipt in the bag..." So then it can be avoided before. But no, because they make money from this problem, they choose to ignore that there are possible solutions, and instead blame the Cubans for not doing their job properly, and blaming the security check staff for doing a too good job, and like this they easily brush off any kind of responsibility for the situation, and happily keep our money.
I did contact customer service, and it took them more than a month to reply that I would not be getting a refund, because it is up to the security check staff and out of their control.
Review by Olexii Yfasmatopoli3 months ago
One of my worst experiences with an airline ever. I will never fly EuroWings again! I'm traveling several times per year as a business class passenger with multiple airlines mainly between the US and Europe. When boarding my flight in Duesseldorf as business class passenger to Las Vegas I was directed in an incredibly harsh way to turn in my small handbag and to pay 35 Euros to get it checked in as normal baggage. The bag was ripped away from me so that I did not even have a chance to grab my medication, my notebook or sweatshirt which are all essential accessories during my regular flights. Because of the rude treatment other passengers looked at me probably thinking I was a criminal trying to illegally enter the plane. I was so much in shock about the embarrassment of the situation that I found myself almost paralyzed and unable to protest. Looking back I should have refused to comply with their senseless request and insisted to speak with a customer service manager. In 10 years of flying business or premium economy class that same small handbag has never been rejected as it easily fits into the above-seat compartments of any airplane in any position. To make the situation completely grotesque I found out that not even 20% of the available space in the cabin was actually occupied, some of the compartments completely empty! As a business class passenger paying the multiple amount for an airplane ticket I obviously expect some lenience regarding the size of my carry-on especially if it its acceptable to any other airline in the world. After my return I complained about my treatment trough email with the customer service department of EuroWings and their response was even more shocking than my boarding experience. I'm happy to share this unbelievable communication thread with anybody who is interested to see it. It is just incomprehensible how this airline treats its clients and I am sure that EuroWings will follow soon into the steps of all these other low cost carriers filing bankruptcy right now because of their complete lack of understanding of the minimum rules of customer service.
Review by Skeggy Derrow3 months ago
I flew from Düsseldorf to Barcelona the 20th of August 2019, on arrival I notice that my luggage was tempered with and my electronic devices were missing (iPhone, iPad, power charger and my reading glasses that were in padded bag inside my case.
I reported it straight away to groundforce at the airport and was given a report and the reassurance that eurowings will contact me to try to settle the issues, until now I haven’t heard anything.
This airline isn’t trustworthy and very discourteous.
German efficiency gone missing
Review by AberBargo3 months ago
On 8/20 I arrived 1.5 hrs before departure to check into my domestic flight at MUC. There were 2 gate agents for 3 flights with a huge queue. I repeatedly step out to ask to be moved up, but was told to return to the queue. Eventually I pushed through to the desk and was told it was now too late to check in. At the service desk I was then told my "basic" ticket could not be rebooked. Thus I also lost my connecting international Eurowings flight to MIA - and had to purchase a new ticket with another airline. With me were 20+ passengers who also missed their flights - and were not rebooked or refunded.
Review by MichaelandJudy3 months ago
Terrible communication and awful customer service. I booked a flight from London to Thessaloniki and there were concerns that there may not be enough time to allow me to make my connecting flight from Stuggart. This concern was sent to me via email from Eurowings and it takes a minimum of 2 weeks for a response email so I had to make an expensive international call from Australia to ask what to do. I was told there would be no problem and that I couldn't have that in writing. Of course I did miss my connecting flight as security and passport control checks are outrageously inefficient and my original flight was delayed. I was told by Eurowing representatives at the airport that I would be reimbursed for this and they organised a new flight for me with Air Serbia (as Eurowings did not have another flight for 2 days). I sent detailed emails and made multiple phone calls to the Eurowings call centre, I was told by every representative over the phone and in person (at the airports) that I would be reimbursed. However, I was told via email that even with the delay that I was still at fault and I would not be reimbursed. The contradicting information given to me was over the period of 2 months. Never book a flight with Eurowings that doesn't have multiple hours between a connecting flight. I will never fly with them again.
Review by Proyectos3 months ago
Ich konnte meinen Flug nicht online einchecken, weil mein Passwort nicht akzeptiert wurde. Zurücksetzen ging auch nicht. Also anrufen. Angeblich 5 Minuten Wartezeit. Nach 15 Minuten spielte immer noch die Musik. Also dann halt per Kontaktformular. Da kommt die Antwort: "Ihr Anliegen wird innerhalb von 4 Wochen bearbeiten". 4 Wochen Bearbeitungszeit? Da bin ich schon längst wieder von meinem Flug zurück. Was soll das? Schlechterer Service geht wirklich nicht.
I could not check in my flight online, since my password was rejected. Resetting the password did not work. Ok, then let's call them. Presumingly 5 minutes waiting time. After 15 minutes, the music of the telephone loop was still playing. Ok, then let's use the contact form instead. The automatic answer was: We will reply to your request within 4 weeks. 4 Weeks of processing time?? In 4 weeks my flight is already long over. Really, worse service is not possible.
Review by Derouiche Bezden4 months ago
Customer service is totally useless.
It is impossible to have an advanced search for multi stop flights on the website. Thus I am thinking of calling service for help, since they should have the systems available. She basically said: you have to do it yourself.
WHAT? I have spent 15mins calling from another counrty (expensive!) and listening to crap music for her tell me i have to do it myself? The funny thing though: I can't. Because their system is limited.
Ok. Thats it for Eurowings. Plenty of competitors to choose from. Then I rather pay more for actual service.
Review by Wintermouse4 months ago
Eurowings Website is full with bugs. I am not able to book my flight, and several times before the payment this website has changed the flight dates. Via mobile phone this website is even worse.
Review by Rishton4 months ago
Bad bad customer service from EUROWINGS (code share fl w/Lufthansa) counter and gate agents at Munich airport. The worst was the Premier counter agent with the glasses and blunt cut brown hair. Neither my paper or electronic boarding pass would work to let me into the security gate area. The machine directed me back to the ticket counter. When I told her what happened, all she said was “do you want a new boarding pass?”. I said I didn’t know what was wrong with it because I’d already tried two of them. She said that wasn’t her responsibility. Even when I said the machine directs back to the counter, she said it had nothing to do with her. Again and again, “do you want a new boarding pass?”, to which I answered “yes, i want one that works”. She told me I had to be clear what I wanted so she could give it to me, and told me I needed to act “normal”. I was not raising my voice or using bad language, just said I need a boarding pass that worked, because what if the new one doesn’t work and I have to queue up again? She offered no options and my flight was already boarding. I will be writing the company about this completely unhelpful situation.
Review by Ekkhart4 months ago
Flying from Leipzig to London...via Frankfurt June 25 today...R.Bohme checking my adult daughter in ...was inordinately rude and unprofessional...Refusing to give a simple answer to the question “ please could you tell me if my bag will be checked thru to LHR”...Frau Bohme repeatedly stated “ you are flying today...this is the same day “...refusing to give a simple answer...
My check in person when asked the exact same question replied “ yes, your bag will be checked thru ...”
Somewhat inconsistent service is naturally to be expected I guess...Now we are hoping that the pilots have had a good “fruhstuck”...
Review by Diwash4 months ago
Euro Wings is the worst airline I've ever flown with. They charged me 35 euro for a carry on item despite it fitting in the size requirements and it fit in the bin. They were rude and not pleasant at the desk. Never flying with them again after this experience!
Review by MartinJones4 months ago
Horrible horrible airline. Late, slow and inefficient. Staff extremely unpleasant. Would rather pay 100€ more than use this disgrace of an airline
Review by Natelle4 months ago
Its a bit like Mercedes would start producing Trabants from eastern Germany.
My flights early January got canceled just 14 before take off (due to strikes..these things happen and Im sure Eurowings knew they were coming but they did not care enough about their customers to send out any sort of warning...just a happy not 14 hours before saying the flights were canceled).If you are flying in Europe that is not a huge issue since there are normally many others but I was going to Cuba.
Whilst waiting for the Eurowings operator (1,5h) I found a similar flight the day after but considerably more expensive.The operator told me to go ahead and book that more expensive flight and that Eurowings would compensate the difference
This was 6 months ago and I have emailed called chatted but they only ask for patience and when I ask to talk to to the complaints department or someone who is responsible they always refuse.
Apparently the complaints department at Eurowings have no phones.
All in all this is not a serious company and if they are so sloppy and arrogant when it comes to customer service only God knows how safe their planes are..
I would NEVER travel,with them again
Review by Sakis4 months ago
Very very bad airline they have very bad service I just had to fly from London to jfk and I paid about $2800 for 3 one way tickets and when I received the email after I paid they no food and we can’t carry any luggage I said ok we didn’t have no luggage we had only hand carry 3 of us didn’t have more the 18 kg the flight left from London to germney and we had to change flight so we bought some things from duty free shop like water soda coclates and some because we thought there is no food in flight it’s 8 hours flight so each of us had duty free shop bags by the time we go for boarding they said your are over waited they because of water soda and coclates we was 2 kilo overweight we had pay 70 euro look we bought the the stuff for 45 euro we had to 70 euro for wait isn’t that same lot other things be care full this my first time experience never in my life I will fly with with Eurowing air
Review by Toshimi Eggarter4 months ago
Bad bad customer service from counter and gate agents at Munich airport. The worst was the Premier counter agent with the glasses and blunt cut brown hair. Neither my paper or electronic boarding pass would work to let me into the security gate area. The machine directed me back to the ticket counter. When I told her what happened, all she said was “do you want a new boarding pass?”. I said I didn’t know what was wrong with it because I’d already tried two of them. She said that wasn’t her responsibility. Even when I said the machine directs back to the counter, she said it had nothing to do with her. Again and again, “do you want a new boarding pass?”, to which I answered “yes, i want one that works”. She told me I had to be clear what I wanted so she could give it to me, and told me I needed to act “normal”. I was not raising my voice or using bad language, just said I need a boarding pass that worked, because what if the new one doesn’t work and I have to queue up again? She offered no options and my flight was already boarding. I will be writing the company about this completely unhelpful situation.
Review by Wathsala4 months ago
Avoid Eurowings, unless the price is EXTREMELY attractive.
They have lost my luggage and could not relocate it in 9 days! They totally brushed me off with unanswered e-mails etc. and even after finding my luggage, they insisted not to deliver it to my temporary address during my vacation in a foreign country (as if it was my fault to lost my luggage!) in which I ended up driving 300 kms to the airport and picking it up by myself.
The funny part is that my vacation was for 10 days and I could not use even a single piece in my luggage. I am still struggling to get compensation for the expenses I had to make during this horrible 9 days, which I am not very optimistic about it.
This was my worst vacation experience ever.
Review by Maybwill Mandefro4 months ago
Not good! Flight en seats reserved, but few days before seats were not reserved, checking in online not working, on e-mails no respons received.
Review by Dalania4 months ago
A 26 hour delay with no information on what happened and when the flight can be expected to happen. Last time using a German airline.
Flight: Larnaca (LCA) to Cologne (CGN). Flight scheduled for 27.07, 6:10 pm and flight actually departed on 28.07 8:10 pm!!! During all that time no customer service rep or anyone at the airport had any information on what's going on!