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XL Airways Passenger Reviews and XL Airways Customer Trip Reports
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Excel Airways - by Graham Fairclough
27 November 2006
Manchester to Gran Canaria return. It took 2.5 hours to serve breakfast,
which cost £5 and arrived cold and tasting terrible. The crew seemed to
be trying hard and were pleasant but gave the impression of poor
training and inadequate experience. Information was confused and self-
contradicting, such as airport screens saying check in would open in 30
minutes, yet wandering around I found it was open and I was the 49th
person to check in 2 hours before the flight. The return journey was a
shambles. I arrived two hours before the flight and found the desks had
just opened. It took 90 minutes to reach the desk, as a serious fuss was
being made each time somebody had 1kg above their 20kg luggage
allowance, requiring people to go and stand in another queue to pay a
supplement and cause further delay to them. I chose XL after reading the
other comments on this website and was surprised how poor an experience
it was. On the plus side, both flights left on time. I wonder if this
meant some of the people behind me in the check-in queue missed their
flight? They were calling last call as I was handed my boarding pass.
Not good enough on just about every measure. I will only fly XL again if
I can find absolutely no alternatives.
Excel Airways - by J Warmston
21 November 2006
Excel Caribbean Flights. Caribbean charter routes with specific long haul cabin layout, economy leg
room is 32"-34" and Excel One is top quality and great value compared to
schedule airlines offering a similar service.
Excel short haul and Far East charters are not on the same level as the Caribbean charter and
therefore should not be confused or compared to.
I've had good experiences with Excel to the Caribbean in economy and Excel One as mentioned by S
Brammall and M Hodgson. Would I recommend - yes.
Excel Airways - by Ken Wilkins
20 November 2006
Bristol - Sharm el Sheikh in Economy. Check in was quick, the (leather)
seats were comfortable with just about enough leg room, (I'm 6 feet
tall). Flight service was more than adequate from a very hard working
and courteous bunch of cabin staff with a good hot meal and plenty of
snacks and drinks, all at extra cost but this is a budget airline. We
had a couple of films going out and one coming back all for the price of
£2.50 for a headset. Flights both ways were on time, we were even half
an hour early getting back. All in all I was pretty impressed so well
done Excel!
Excel Airways - by Frederick Crowley
8 November 2006
Once again Excel Air failed to Excel!! Tickets for a flight to the
Canaries on 30th November arrived on the 19th November. In the same post
was a letter from Excel telling us to ignore the flight times on the
ticket, as the flight had been put back by three hours! Nevertheless the
flight out left on time (albeit 3 hours later than expected), and was
reasonable. On the return flight we were informed that that our pre-paid
meal would not be provided as Excel had discontinued the service as of
the 1st November, we were however told that we could purchase a meal!! A
guy behind us asked for a pillow and was told he could have one upon
payment of £5.00, he could also have a blanket for another £5.00!!
As far as we are concerned, enough is enough - goodbye Excel!!
Excel Airways - by Penny Platt
2 November 2006
Manchester to Sharm el Sheikh in Economy. Theflights were on time on
both journeys in fact arrived back in the UK 15 mins early. We had pre-
booked seats, we felt there was plenty of legroom and we are not the
smallest of people, the food was typical airline food but to be fair it
was edible and filled some time in. We couldn't fault the staff, they
looked the part and were very pleasant. For the return journey as the
four of us couldn't be seated together two of us were upgraded free of
charge to extra legroom seats, our daughter was under 16 so was unable
to have the seats in the exit otherwise we would have all been upgraded.
As someone said in an earlier post people seem to write reviews only for
complaining which I do understand. However, you also have to give
credit where it's due and hopefully our positive experience will help to
put peoples mind at rest that it isn't necessary all doom and gloom. I
would definitely have no hesitation in flying with this airline again.
Excel Airways - by Sui Yip
27 October 2006
LGW to Paphos. Outward journey no major problems, but food was
disgusting, my friend was charged for 4kg excess baggage (even though
our hand luggage was almost empty and my luggage was below weight
limit). Return leg was a nightmare. Queues for check-in the worse I've
seen for years. Delay of 16 hours with no information. Jumbo 747 so
around 400 passengers forced to stand for 2 1/2 hours waiting for info
and not allowed into the gate. Finally sent to dismal hotels, where no
food or drinks provided. A passenger phoned the airline who agreed
finally to pay for drinks only. No drinks provided whilst at the airport
and no provision for elderly or young passengers who I really felt sorry
for. The main complaint is the lack of information to passengers and
lack of food and drink provision - people had not eaten for most of the
day. I've flown with many airlines and been delayed and Excel surpasses
even my nightmares of poor service. The positives, well at least the
crew and staff were apologetic and helpful. I'll never fly Excel again,
it's a cheap airline who care nothing of its passengers.
Excel Airways - by John Bailey
27 October 2006
To Kos from Gatwick and the return. B757-200 both ways. Outbound check-
in fine. Allocated seats were re-allocated to the very front of the
plane at the departure gate. My (window seat) a bit uncomfortable
(padding was poor) and there was a damp smell - quite unpleasant but I
did not complain. The plane felt a little bit worn inside but by no
means in a poor state. Flight ran ahead of time. Inbound - allocated
seats towards the rear of the front cabin - these were more comfortable
than the outbound flight - no complaints. Flight took off and arrived
ahead of time but the advantage was lost due to slow baggage recovery at
Gatwick which was poor. Both ways cabin crew were courteous, flight was
smooth both for take off, cruising and landing and the flight crew kept
us informed. Meals were typical airline food but not unpleasant. In
flight magazine pretty good with a few interesting articles. Overall I
was pretty happy and would be happy to fly with them again.
Excel Airways - by Susannah Mason
27 October 2006
We tend to use Excel where we can, last flights were GLW-ARE-GLW earlier
this month. Outbound was on time but as we had row 14 and were unable to
recline our seats we were a bit sore by the time we arrived. Coming back
checkin was a nightmare and we were delayed but by pure luck were
allocated seats in row 16 - thus we had a very comfortable flight home
with loads of leg room. As always the crews each way were friendly and
chatty. Food acceptable and overall excellent value for money flights.
Excel are generally very good value.
Excel Airways - by Mike Kirk
22 October 2006
MAN-Arrecife-MAN. Check in at MAN was quick at dedicated desks. Outbound
arrived 1 hour late. Return check in horrendous (as usual at Arrecife)
arrived MAN 20 mins late. Seat comfort better than average, food and
drinks dearer than average. Couldn't listen to good outbound film as
there was a fault with my seat's socket, film on return was a cartoon.
Overall quite satisfied bearing in mind ticket price and ideal flight
times.
Excel Airways - by Duncan Whiting
15 October 2006
LGW-Dalaman return. B757 had been refurbished with nice leather
seats, until I got to my section at the back (row 31 onwards ) that must
have been the original seats from this ageing aircraft - uncomfortable
and full of stains. I was given an exit row seat so had no complaints.
No movie or IFE due to a circuit breaking after take-off. I declined the
meal as I was under the impression you paid extra for the meal when
booking the ticket (not so). Friendly cabin staff, regular updates
from the captain and a smooth ( on time) flight so no complaints.
Return leg I got another exit row seat on a fully refurbished 757. IFE
was working and I tucked into a very satisfactory sausage and mash meal.
Again, on time arrival into LGW
Excel Airways - by Frederick Crowley
10 October 2006
On the last two occasions that we have flown with Excel this year, we
have had the same passenger announcement. Sorry ladies & gentlemen, we
have not got enough meals for everyone. If anyone is prepared to forego
their meal, we will give them a free drink. On the last flight, several
of the overhead lockers came open as we took off from Gatwick, this was
due entirely to the fact that the cabin attendants had failed to check
them! We frequently travel with charter airlines, and we accept that
generally we are going to be treated like cattle. However, Excel manage
to turn this into an art form!!
Excel Airways - by Jo Davidson
10 October 2006
LGW - Dalaman 22nd September. Prebooked extra leg room seats on both
legs only to find we did not get them either way. We arrived at Dalaman
to have some else's luggage (later found out they had travelled to Egypt
with ours). Airline have been completely unhelpful (that's putting it
politely) about the whole situation and generally have just taken our
money for both extra leg room and flight and now trying to get hold of
someone who will take some sort of responsiblity is impossible. We
tried to make the most of a week's holiday with just the clothes we flew
in (thankfully we were able to buy some extra clothing but how those on
a very tight budget would survive I am unsure). And I have spent the
last week trying to get some type of response from the airline (you are
only able to email their customer relations - so each time you get a
different response and have to go through the whole thing again and
again). At one point they told me that they had indeed found my case in
Egypt and it was going to be flown back on Friday ... now they have
changed their minds and have gone back to the "we don't have a clue"
story. Appauled by them.
Excel Airways - by Martin Layton
5 October 2006
We flew to Parga return. We were more than happy with both flights.
Check in took 10 minutes - using the new self check in option, security
was very thorough, which we were pleased about. Excellent service on
board. Very pleasant cabin crew and kept fully informed on the progress
of our journey. On the return journey, check-in was a bit manic as they
wanted to get everyone through as quick as possible, but this was check
in Greek style. Again, the return journey was smooth and very
acceptable. The seat on both journeys were leather - I am 6 foot 2 tall
and 20 stone. I found the seats acceptable. The toilets are a little
small, but aren't they all? I will be flying with this company again and
will be more than pleased to do so.
Excel Airways - by Tom Collins
5 October 2006
BRS-MLA-BRS: Outbound flight was okay, although the interior of the
737-800 was looking rather worn. Flight on time and no real complaints
on the outbound leg. Received a free breakfast which was tasty. The
return flight posed some problems for us; we were traveling in a party
of 4, and one of us is 6ft 5in tall. We arrived at Malta airport with
over 3 hours to spare, in the hope of getting overwing exit seats for
our friend. However, despite Excel saying they'd open check-in 3 hours
prior to departure, they opened less than 2 hours prior. By this point
the check-in area was heaving with passengers waiting to depart, and so
even with eyes glued to the screens we were unable to get anywhere near
the front of the queue in time. When we did get there, we were informed
that each of us would have to pay £20 in order for us to take the row
with the overwing exit. We found it shocking that revenues were put over
and above health and safety considerations. Our friend is physically fit
and would have been an ideal candidate for the operating of the overwing
exit had there been an emergency.
Excel Airways - by Glad Wynne
25 September 2006
Manchester to Malaga. We were booked on 11.45 am flight. When we
arrived at check-in we were told that we would be "dropping people off"
at Faro, Portugal first with as quick a turn around as possible. We
boarded the plane around 11.15 am. When we arrived at Faro not only
were we dropping people off but people were also boarding for
Manchester. We finally arrived at Malaga airport at 6.30 pm - not bad
when you consider this should have been a 2 hour 15 mins flight. We
then had to wait a further 1 hour 30 mins for our luggage to come
through as the luggage handlers were busy loading up the same plane for
the "quick turn around to Manchester". We have done this trip many
times before with different airlines and never had any problems. The
trouble is you are then worried all your holiday wondering what you have
to face on the return flight.
Excel Airways - by Bob Turner
22 September 2006
MAN-SFB. Used this service for the second year running and once again
paid extra for 'Sunshine First' which is worth every penny in my
opinion. Outbound flight left MAN half hour late (which these days could
be considered on time), but made up the time to arrive on schedule.
Cabin crew were friendly and attentive, and the food and service were
excellent. Return flight landed 35 minutes ahead of schedule on
returning to MAN. Only gripe is that no amenity kit or hot towels were
provided on the return flight. This carrier appears to have improved
it's scheduling problems which it experienced last year.
Excel Airways - by Colin Barrett
16 September 2006
Agree with an earlier comment from another traveller that people seem to
post to things when something goes wrong. Manchester to Kos return -
flights were absolutely fine both ways. No frills, but cabin crew were
competent and friendly. Only negative was that the in-flight
entertainment was not working on either flight. I guess if you go with a
charter carrier then if things go wrong they have fewer options to get
you to your destination - hence all the bussing around and overnight
delays that have been recorded in this forum. If you pay more for a
scheduled flight with a big carrier (BA etc) then I suppose they have
more options and resources for dealing with problems. I never thought of
this until I'd read the comments of others on this forum, but I guess it
is something I'll bear in mind when arranging holiday flights from now
on.
Excel Airways - by Anne Hymers
13 September 2006
Newcastle- Zante. Two of the best flights I have had. Crew friendly and
efficient, meals were quite good, movies quite entertaining - keeping my
two teenage kids entertained for most of the flight. Most people only
add comments when they have had a bad experience and I felt compelled to
address this.
Excel Airways - by Scott Barker
13 September 2006
AGP-MAN-AGP. The check-in at Malaga was a breeze and we boarded with no
problems. Seating as expected on a charter airline, seating upholstery
is Blue leather. The aircraft on all sectors 737-800, looked a little
tired. Cabin service is nothing different to any other carrier, you pay
for everything, all over priced with a choice of two hot snacks -
Baguette or Panini, both £3.50. Cabin staff all looked very smart and
quite friendly.
Excel Airways - by Caroline Jones
11 September 2006
MAN-SSH-MAN. Very impressed with what we got. Return was delayed a
little due to Egyptian Immigration holding 15 passengers for further
questioning, although this is hardly the airline's fault. We were kept
informed of the delay. Drink and snack prices are expensive. Overall,
would fly with them again, although would take my own snacks!!
Excel Airways - by Pat Holden
9 September 2006
Manchester to Chania. Flights on time. 767 outbound with OK leg room
(row 10). 757 inbound with less leg room (row 35) - fairly
uncomfortable. Food OK, but not the best I've experienced. Overall a
good service.
Excel Airways - by Graham Jones
6 September 2006
Manchester-Paphos. Two Excel flights joined to fill one elderly 747,
looking at the aircraft from the tarmac it looked as though Excel had
painted the tailplane that morning but missed other areas where bare
metal could be seen. Onboard my wife and myself were seated in the old
first class area that actually had new carpet. The video was out of
action as was one of the front toilets. The senior FA reading of flight
safety instructions descended into a farce when she could not stop
laughing. Having paid in advance for a meal it seemed that everyone on
board received one - at least it stopped the confusion that seems to
have happened to passengers on other flights with Excel. Having to pay
for drinks and snacks is bit of a shock, two gin and tonics plus a small
Pringles came to £8.40 - to think we could have flown BA for the same
price. Do not expect the same standard of service you get on many
schedule carriers, and the sight of the cabin crew cleaning the toilets
etc before landing is not good. The fact that Excel has won a charter
award should alarm many would-be Excel passengers if the standard of the
aircraft and onboard facilities that I experienced both out and back are
typical of the airline in general. Excel need a more modern fleet and
better staff training.
Excel Airways - by Marlene Hunt
6 September 2006
Swift check in with Excel One - equivalent to Business class, only
disappointment were told that we could use the Business class suite to
relax before our flight but then were told that we had to have a voucher
to use it but we were not sent one in advance from the airline, after
the misunderstanding we were allowed in. The flight was delayed for
around 3 hours which was fairly understandable as this was due to the
recent terrorist threats but we were not offered any refreshments for
free. Once we were off we were welcomed with champagne and the flight
was very pleasantly comfortable, leather seats recliners, with more than
enough leg room. I think we had the best seats sitting in the front
row. Three course meal - excellent and very tasty to my surprise.
overall a very pleasant flight and the staff were more than welcoming.
Would definitely fly with them again but maybe only in Business Class,
economy did not look too inviting.
Excel Airways - by Colin Daulby
12 August 2006
Premium Economy from Gatwick - Tobago return. Flight out was good with
dedicated check in meaning no delays and flight left on time. In flight
service average although crew "disappeared" for nearly 2 hours at one
stage. Return journey excellent with dedicated check in at Crown Point;
travelling with my elderly mother the flight crew could not have been
more helpful checking all the time that she was comfortable and had
every thing she needed - even giving her copies of the magazines
reserved for Excel One passengers! Having flown to the Caribbean with
Virgin I would rate Excel as at least equal to that airline but would
advise paying the extra to travel in premium economy
Excel Airways - by Liz Stowell
12 August 2006
Excel One - Gatwick to Tobago. Had an excellent first time trip with
Excel Airways. VIP lounge at Gatwick, priority check in, and a 47" seat
pitch. Lots of room to stretch out, good standard of inflight meals
served on china. Staff efficient and friendly.
Excel Airways - by Sue Dudley
30 July 2006
Excel to Samos in Greece. We found Excel to be superb. The check in
service on the way out was quick and efficient with no queuing
whatsoever. The flight left on time and the meal on the plane for both
journeys was the best we have ever had. The plane was nice and clean
with leather seats which added to the comfort. There was ample leg room
and I am 5' 8" tall. On the return flight we did endure a 4 hour delay
due to technical errors but a meal voucher was provided and the captain
flying the plane could not apologise enough. We have flew many times
before with other more well known airlines.
Excel Airways - by Sandra Brammall
30 July 2006
Just returned from Barbados on 29th July. Flew from Manchester with
Excel Airways, no complaints what soever. Flight was on time, lots of
legroom, staff very friendly, food very nice. No delays at all, had
read a lot of bad reviews about his airline but I honestly thought they
were great.
Excel Airways - by Carol Sykes
30 July 2006
Manchester -Bodrum return with Excel. Efficient check-in, punctual
boarding and departure. There wasn't much legroom. An enjoyable
vegetarian meal served on both legs, as booked, with no quibbles. On
the return leg we departed early as all passengers had boarded, and were
back in Manchester well before the scheduled time. Crew on both legs
were competent and pleasant without being patronising or effusive.
Altogether a good experience, and we will use Excel again.
Excel Airways - by Bobbi Green
18 July 2006
Excel to Faro via Gatwick. The only problem at Gatwick was that the
check in Agent was too Jobsworth. My Husband has Parkinsons. The
disability service was excellent though and the flight was on time, the
cabin crew were not too bad. What a difference on the flight back. The
check in agent at Faro was so helpful and on the ball. My husband was
given an excellent seat - he should have had the same one going out and
the cabin crew could not have been better - shame they were not on the
flight going out. The flight was on time and the service at Gatwick was
excellent. If we book with the same travel company again we would
probably fly this airline again.
Excel Airways - by Alan Mitchell
18 July 2006
GLA-TFS return on Excel. On outbound flight got 4E and F, which
surprised my wife and I in terms of very ample legroom. Service was fine
with a tasty breakfast served. On flight back however we were 7A and B
which offered practically no leg room at all, with my wife feeling very
claustrophobic indeed. Very few passengers had meal on return flight
which took about 1/2 hour to serve to the 40 or so passengers sitting
towards the front mainly because only 1 stewardess was dishing out
meals. Impressed on way out but not on way back. Not cheap at £289 per
person return.
Excel Airways - by Gillian Rodger
11 July 2006
Never again will we use Excel Airways. Went to Newcastle Airport at 4.00
am to check in for 7.25am. departure to Verona. Was told by check-in
desk attendant 'You are not flying from here, you are going by bus to
Manchester at 6.00am.' No apology whatsoever. 3 buses eventually
arrived at 7.00 am. After a 3 hour drive to Manchester we arrived at the
airport to find flight was not on the departures board and there was no
indication as to where 150 people should check in. We were eventually
directed by a cleaner to Excel check in area which was in a completely
different area of the airport to where we were dropped off. We were
given £8 in meal vouchers but the checkin clerks could not even tell us
which departure gate we would be using. The flight eventually departed
at 1.45p.m over 6 hours late ensuring we missed the first day of our
holiday. If this was a one off it may be excused as any airline can
have problems but we met a number of other holiday makers who had
similar experiences including one couple who were returned to Gatwick
instead of Bristol.
Excel Airways - by Martin Hodgson
1 July 2006
We flew to BGI in Excel's equivalent of business class - Excel One. At
under £500 per person, the fares significantly undercut economy fares
for every other airline flying between the UK and Barbados. While I
didn't expect the refinement of BA, or the advanced product of Virgin, I
was by no means disappointed. Arriving at Manchester, checkin was a
breeze, with a priority checkin for Excel One passengers. We were
allowed access to the Servisair lounge, with complimentary drinks and
snacks, which helped pass the time until departure. At BGI there is no
lounge access. At the gate, we were priority boarded (though at BGI it
was a free-for-all), and took our seats in the 'One' cabin. The cabin
holds 24 passengers, in a 2-2-2 layout. The seats have 50" pitch, and
are very comfy! On our seats was an amenity kit, pillow and blanket, and
some noise reducing headphones. We were served a preflight drink
(champagne, bucks fizz or orange juice), and we were soon pushing back.
The crew also offered a selection of newspapers and magazines. After
departure, the crew got to work, taking drinks orders. In Excel One, all
drinks are complimentary - several spirits are available, plus four
wines and champagne. Menu's were distributed, and orders were taken.
Crisps were passed around, presented in small dishes. In addition to the
main screen entertainment, and audio channels, Excel One passengers have
a PTV which slides from the armrest. The entertainment is an old video-
based system, however the movies shown were reasonably modern (though
disappointingly, the same movies were shown on the return), and there
were some recent TV programmes following the films (including 'Extras'
on the outbound, and 'Little Britain' on the inbound). There was also a
moving map function, though this was disabled on the return. The food
was excellent - it was served as a three-course meal, with individually
served dishes. I was actually surprised at how nice it was - I was
expecting little more than a glorified economy meal, but was pleasantly
surprised! Cheese and biscuits are served with dessert and coffee. The
crew themselves were good - not in the same league as BA or VS, but they
were by no means bad! Based on the price we paid, I found Excel to be a
superb airline - offering a proper business class service for an economy
price! I would not hesitate to fly Excel One again, though I would be
reluctant to fly in economy - which looked very cramped in comparison.
Excel Airways - by Paul Edwards
18 June 2006
Never again! Outbound flight from Manchester to Corfu delayed 45 minutes
with absolutely no explanation. Irritating, but not the end of the
world. Return flight back to Manchester delayed for 4.5 hours, with
"technical difficulties" (seems to be a regular occurrence for this
airline). When plane eventually turned up pilot gave long drawn out
explanation a) first the plane needed fixing b) then a crew member
became ill so they got delayed c) pilot was a replacement meant to be on
his day off. Pilot's attitude seemed to be that we should be grateful
the aircraft turned up at all. Cabin staff were (in fairness) friendly
and polite but also utterly indifferent to the huge inconvenience
caused. End result is got back to Manchester at midnight, too late to
catch a connecting train home, had to pay £70 for a taxi having allready
bought train tickets in advance. Eventually got home at 2a.m. after
travelling since lunchtime. Excel pretty much ruined what had been a
good holiday up to that point.
Excel Airways - by M Hicks
10 June 2006
Gatwick to Gran Canaria on May 8. Checked in on time - flight scheduled
to leave approx 1530. Passengers were given a letter when checking in
notifying us of problems with the aircraft causing a long delay, but
Excel had found an alternative flight leaving approx 1445 but having to
fly via Manchester! The aircraft was a 747 so it seemed that rather than
fly it half empty down to Gran Canaria from Gatwick (a waste of money),
someone at Excel had a brainwave and decided to fly the Gatwick
passengers to Manchester and fill up the 747 with people and then fly
down to Gran Canaria, therefore saving money at the expense of annoying
those flying from Gatwick and Manchester who were delayed by 4 hours
minimum. hat didn't help was that the 747 developed a fault just before
take-off so had to taxi back to the gate for engineers to investigate.
And at Manchester all those from Gatwick had to stay on the plane for an
hour for refuelling and change of cabin crew. Passengers complained to
the crew, and one of the stewardesses started raising her voice over the
PA system basically shouting at us to stop complaining and be grateful
for the crew accepting to work on their day off. How unprofessional.
Fight back home - a smiling holiday rep gleefully informed us of at
least a 7 hour delay,and that in 3.5 hours we would be taken to a hotel
to be fed and watered and then brought back to the airport. Several
disgruntled passengers told her that it was nothing to smile about. I
complained to my holiday rep who managed to squeeze us on an Astraeus
flight leaving within the hour. I don't think I will fly with Excel
again. They certainly did not excel on this occasion. I wonder how they
can justify the delays and expect people to keep flying with them.
Excel Airways - by David Taylor
1 June 2006
Just arrived back from Barbados after over a 27 hour delay. We were due
to fly home direct to Manchester on Friday May 26th, and arrived at 6am
on Saturday - we actually got to Manchester (via Gatwick)at 9.15 am on
Sunday May 28th. The first excuse was crewing problems which later
became technical problems and on the plane the captain blamed the
airport staff who refused to work longer hours to check us in. A
frequent flier told us that this happens all the time. It won't for us,
it ruined our holiday. We won't be going again.
Excel Airways - by K Brooker
1 June 2006
We were due to fly back from Las Palmas at 19:30 on 29.04.06, so our
party turned up at 17:00 to check in. After standing in line for
approximately 45 mins, we reached the check in desk to find a photocopy
of a fax informing all passengers that the flight was not due to leave
until 01:00 on 30.04.06. Not one person communicated with any of the
passengers and we were left with a €9 food voucher and a hell of a wait.
The pilot gave us some rubbish of a fault. We then noticed that the
front of the plane were being served the inflight meal (which we had
paid for) - after about 1/2 hour we still hadn't received ours. After
finding an attendant we enquired as to where our food was only to be
told that we couldn't have paid for it. They checked their lists and
surprise, surprise were our names! Apparently we were sat in the wrong
part of the plane, and promptly had our food thrown at us.
And to think they win awards for service!
Excel Airways - by Mark Murphy
29 May 2006
The worst airline I have had the misfortune of flying with. I have
recently returned from Sharm-El-Sheikh and had nothing but problems with
this airline. Outbound from Manchester- sat on tarmac for 2 hours -
technical fault with plane. Left and returned to the stand twice. When
we took off their priority was on trying to sell us anything they could
- snacks, duty free, drinks, headphones instead of serving us the meal
that was included in the flight. Return flight - delayed for 4 hours -
same technical fault as outbound journey. Left in departure lounge with
no information or organisation. Treated worse than cattle. Finally took
off and all the pilot could say is "it's not our fault". 20 mins before
landing the pilot breaks the news that they had flown too many hours so
they wouldn't be taking us to Manchester - instead we were abandoned in
Gatwick. My baby girl had been really ill on the flight - had to call on
PA for nurse/doctor. I was asked to fill out a medical incident/accident
form. We were offered a 5 hour coach transfer to Manchester which was
unacceptable but no one was available to discuss the matter with. On the
ground in Gatwick there was one Excel rep who was not interested in
talking to anyone and in fact walked away and refused to talk to me.
There were not enough coaches for all the passengers and I ended up
hiring a car for nearly £200. My wife and I had to manage with our twin
babies and a 3 year old, and despite us taking the pram to the plane, it
was not there when we got off on either journey. Instead it was sent
with the rest of the luggage to the carousel. This was a nightmare
journey and I would strongly advise against travelling with this
airline!
Excel Airways - by Paul Murphy
29 May 2006
This airline demonstrates the worst example of customer service I've
seen. Having phoned the day before departure to confirm flight times
from Faro to Gatwick we were advised that there would be a 4 hour delay
and that the flight was being re routed via Malaga due to a technical
problem. As soon as we landed at Malaga airport we were asked to leave
the plane by the captain due to the smell of smoke in the cockpit.
We remained in Malaga for a further 6 hours making an 11 hour delay so
far and not a sign of an Excel rep to make arrangements for a
replacement flight. 20 minutes after take off from Malaga we had to make
an emergency landing at Madrid due to the same smoke problem. Still no
sign of an Excel representative to explain anything. Exhausted Mothers
with crying children, angry passengers who just want to get home as
promised by their airline ticket. I could go on with this story but I'd
still be writing about Excels appalling service to their passengers for
the next 3 hours. Anyway, 30 hours later we arrived finally at Gatwick
via Malaga and Madrid. I'm not directing this at the crew as the
situation was out of their control but at excel themselves. If there's
one thing that I've learned from this experience is that for the sake of
saving a few pounds over a scheduled airline is that it just isn't worth
it. Come on Excel just because your tickets are a little cheaper don't
give your passengers a cheap service to go with it.
Excel Airways - by Isobel Hammond
29 May 2006
On 20 May we flew home from Faro suffering a 31 hour delay from Faro to
Gatwick, Excel took the long route stopping off at Malaga and then
Madrid due to smoke in the Cockpit. Zero communication to passengers,
many had small children. We were left stranded in Faro, Malaga and also
Madrid airports. The staff were very rude, crew had attitude problems
and on our last flight from Madrid to Gatwick we did not even get
offered a drink let alone food - apparently we were lucky to be on a
flight at all, this sums up a shoddy airline.
Excel Airways - by Judith Siford
18 May 2006
I returned from Paphos on April 26, having flown out the week
before. I am disabled and was more than pleased with the standard of
care on Excel - the staff were charming, food reasonable and assistance
was swift and delivered with a smile.
Excel Airways - by J Morris
13 May 2006
Sarah-Jane Howard's account of the trip to Barbados on 28 April - no 29
April -and back on 5/6 May is very detailed and largely accurate -
although our late arrival at Manchester from Barbados was more like 9
hours than six. The most appalling things for us were the catalogue of
no information / mis-information / bare-faced lies by Excel
representatives and other staff at Manchester and Barbados airports
(everybody else on the island was so helpful and friendly - what happens
to people working in airports when things go wrong?) and the inability
of people to say sorry. The Excel rep who met with about 80 angry
passengers at the Manchester hotel was the only one who knew this word
and did a great job of reassuring us all would go well the next morning.
But it didn't, did it?!
Excel Airways - by Sarah-Jane Howard
9 May 2006
We were due to depart for Barbados from Gatwick at 09:15 on 28 April
2006. We arrived at the airport at a little before 06:00. When we
arrived at the check-in desk there was nothing on the screen so we
decided to walk and check back soon. A little while later an
announcement was made over the loud speaker that passengers awaiting
flight XL852 should arrive at the desk at 07:00 for further information.
We went down to see what was happening straight away. Already there
were a few distraught passengers and staff told us that there were
‘technical difficulties’ and that it looked as if we would be coached up
to Manchester to catch the flight from there. I had researched Excel
Airways after they failed to deliver my tickets and were unhelpful and
lacking in any customer care skills; therefore, I had been warned due to
a barrage of complaints online that ‘technical difficulties’ happened
often and matters were not looking too promising. Upon arrival at 07:00
a long queue had formed and no staff members were visible. Eventually,
people started approaching the desk and the queue went down. We were
all handed a letter stating that we would be coached up to Manchester to
meet the flight there at 14:00. I asked the member of staff to confirm
that the flight would definitely wait for us and she replied that they
certainly would as there was over 100 of us. We received a £5 food
coupon each. As we reached the coach (we were to depart at half seven
but left an hour later) we were beginning to wonder if we would all fit
on. We asked the staff member this question and she said she hoped so
as it held 80 people…?! This was the same lady that told us there were
over 100 of us. Sure enough, we were further delayed as they arranged
taxis for the overspill. We arrived by coach at Manchester airport 5
hours later, dead on 14:00. However, as we arrived there was a member
of staff waiting to inform us that there never was a flight departing at
14:00, instead we would have to wait until 20:30! We were given another
letter. They checked in our bags, although under the label of flight
‘Test’, and we were given a further £5 food coupon each. Manchester
airport was very quiet. We were left wondering what had happened to all
the passengers we were due to pick up, had there ever been a plane, or
had they left without us, and would we definitely leave that night?
When talking to Excel representatives all we received were lies and
hostility, when we were behaving perfectly well under the circumstances.
I phoned through to Excel headquarters and spoke to a supervisor called
Danielle who informed me she was disgusted at how we had been treated
and would call me back when she knew what was happening. However, when
she called me back about 15 minutes later she was abrupt, citing
technical difficulties, and said she knew no more. From the change of
tone in her voice and manner I was left feeling as though she had been
hushed up. Later that day we were told that we would be escorted to the
Radisson SAS for dinner before returning to catch the flight later. The
food was appalling and embarrassing, and once more no representatives
could be found. Just gone 20:00 hours we were told over the airport loud
speaker that we would not be flying that night and to report for check-
in at the Radisson Hotel. The dismay was highly audible. Everyone
descended on the customer information desk but all the Excel
representatives had gone into hiding and were nowhere to be found.
People were crying and screaming and to calm us down they sent in armed
police!!! We were told to collect our bags (some of which they had
managed to lose although no-one had ever left the terminal!) and go
straight to the hotel where a representative would meet us at 22:00
hours. We checked in and went to meet the representative. It was chaos
in the lobby, and the gentleman was very good at his job, but he told us
that he could not account for what had happened earlier in the day as he
was not on duty, but that Excel had paid Monarch to fly us out at 09:00
the next day. We were sent off to bed with another letter for another
early start in the morning. Check in went well the next day and we
received more coupons for breakfast. We boarded the plane no more than
one hour later. However, the pilot soon informed us that they were
having difficulties with their navigational equipment. We were sat on
that plane for four hours before take off, with only a glass of water
each. Excel representatives arrived but refused to speak to passengers
and refused to give us their names. They hid in the cockpit talking to
the cabin crew and got the hostesses to relay the information to us.
They were cowards, so much so that they had police board the plane to
escort them and keep us away! By this time we were all disgusted at
their treatment of us. Just before the end of our wait the captain
announced that if was looking as though they would have to cancel the
flight and he would understand if most of us choose to abandon our
journey. We were refused exit from the plane though by staff. Just as
we were about to walk off the captain announced that we would be
leaving. We took off at 13:00 that day, 28 hours late. Six days later,
as we approached Grantley Adams Airport to make our return journey we
told ourselves that nothing could possibly go wrong, but we were
mistaken. We asked the representative when we could check-in as we were
departing at 16:30 that evening. She told us ‘not now you’re not’, the
flight had been delayed leaving England and we were looking at a 6 hour
delay. We were dismayed. This time we were given a BDS$30 coupon each.
Sure enough, the flight arrived six hours later. We took off at 22:30.
We had been upgraded, but all that meant was a free drink, a bit more
leg room, and some complimentary socks… not much to make up for losing a
day of our holiday (when we were only going for a week), spending 40
hours waiting around in airports, and being treated appallingly. I will
never fly Excel again, and I will ensure that everyone else I ever come
into contact with never flies with them either.
Excel Airways - by A Munro
26 April 2006
Gatwick-Tobago return - one of the best flights I've had. I was very
satisfied with the cabin service provided and value for money that Excel
One gave. Minor grumbles were the choice of starter running out and
headset problems which were resolved eventually. I would use Excel One
again.
Excel Airways - by J Church
12 April 2006
Excel from Bristol to Las Palmas. I really can't fault the flight at
all, although was expecting the worst! Leg room was better than I had
expected, and both flights were on time. They had lost my order for a
veggie meal option, but both ways had got a spare one so I got a bean
bake and rice, which was quite edible. The meal pack also contained
soft cheese and crackers, a brown roll, and a sweet pudding. Beforehand
there was a snacks and drink service (peanuts, minute tins of coke etc)
which had to be paid for. My only complaint was that there wasn't a
drink with the meal, and on the way back I therefore bought water from
the trolley when it came round first. Tea and coffee came round after
the meal. The meat-eaters in the family had chicken and rice going out
and sausage and mash coming back. Both were fine. There was a film
both ways, but you had to buy the headsets, which of course are no use
for any other purpose being a completely non-standard fitting! Baggage
reclaim very quick at both ends, but had to pay for excess luggage (1Kg
over the 20kg each) coming back, at 7.50E per Kg. Not charged this going
out for the same cases. Would not hesitate to use Excel again.
Excel Airways - by Gary Lopategui
9 March 2006
Due to fly with travel city Gatwick to Florida on 11 Feb 2006.Travel
city changed our airline to Excel. What a nightmare. Arrived at Gatwick
at 7.30 due to fly at 11.40.On arrival noticed information board saying
next announcement to made at 14.00.At 14.00 board changed said next info
at 16.00.Went to find out what the problem was told there were technical
problems with our plane. Eventually boarded at 17.00.Plane took off &
circled for one hour, only to be told by the pilot that he had found a
problem with the plane and had to return back to Gatwick. After
retrieving our luggage we were told that we would not be flying and
would be put up for the night at the Hilton Gatwick. We arrived at the
hotel only to be told they had no family rooms and we would have to
split the family up into two rooms. They supplied us with dinner & told
us we would be flying on the 12th at 14.00. Told to be at checking at
9.00am eventually checked at 11.30am.Another good start.14.00 came &
went so we went to inquire what was going on told that another plane
they had got had technical problems & we had to wait till 15.00 that
came and went to be told they had no crew to fly the plane. Finally at
18.00 we took off 30hrs&15min late good start to our holiday. On
homeward bound journey had to do with a smaller plane because our
original plane was in Barbados - guess what had technical problems. Left
an hour late, no room on plane to move any part of your body.
Excel Airways - by James McCauley
5 March 2006
Gatwick to Tobago. Aircraft (767-300) had tatty interior but was
otherwise comfortable, legroom not great but not terrible. Two free
meals plus tea and coffee, everything else had to be paid for. Outbound
flight left on time, inbound flight left on time and arrived an hour
early. Cheap and fairly cheerful
Excel Airways - by J D Frew
28 February 2006
Flew Excel One to and from Tobago. Excellent all round performance;
plane left on time both ways, food good, wine choice good for an airline
- even if the wine and the wine list didn't quite match on the outward
flight. Cabin crew very efficient and helpful. Check-in in Tobago a bit
'hit and miss' but otherwise fine. In-flight entertainment was good and
the PEA system is just great.
Excel Airways - by J Page
26 February 2006
My wife and I were transferred to Excel Airways by charter firm Travel City Direct for a long haul
flight to Florida on 4th February 2006 . We had specifically booked a Premium upgrade for more seat
room. Assured that seats were the same as the advertised 38" pitch but on arrival at check-in were
told that plane had been changed to one with all economy seating. Found narrow seats with a meagre
27" pitch! Furthermore the plane was not able to fly direct but stopped off at Ganda for refuelling.
This was a very uncomfortable flight in a plane that was not suitable for long haul. We were
extremely worried about the effect on health from many hours in a confined seating position.
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