✅ Trip Verified
| Florence to London via Dusseldorf in September 2017. First flight from Florence delayed by 3 hours, resulting in missed connection. This wouldn't have been an issue, especially considering the airline was meant to reimburse all customers for costs of the delay. However, my checked baggage was misplaced. Again, this wouldn't have been an issue under normal circumstances. I spoke to the baggage handler who told me to come talk to him prior to the next mornings flight, which was due to leave at 6am. I was forced to pay for a taxi which totalled 100 Euro each way (with promises of reimbursement) to the hotel which the company had placed passengers in only to stay there for 4 hours before having to leave again to catch the rescheduled flight. When I went to see the baggage handler I wasn't able to find anyone in the department. I went to the Air Berlin help desk and after explaining the situation to the woman at the desk she said there was nothing she could do. I asked if she was able to call the person who handled baggage as I needed to put my checked luggage on the new flight and she said she could but wasn't going to. When I asked again, saying "Please, I need to catch my flight on time. I can't wait for someone to answer me knocking at the door, my flight leaves in less than an hour and I have to go through security" She promptly said to me (in these exact words) "Why don't you just do everyone a favour and go away." I flew to my destination sans baggage and deeply offended. Being under 19 years old at the time and a solo flyer I am to this day outraged by the lack of sympathy and understanding of the customer support team. I had to wait 4 whole weeks for my luggage to arrive at my final destination. The airline owes me over 500 Euros in reimbursement, which it has managed to avoid paying due to their own fiscal troubles. I hope this airline is never resurrected and that no one is treated like that in there travels.