Air Berlin

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 487 reviews
5/10
3 star Skytrax Rating
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1/10

"these guys are a joke"

(Australia)

Verified Review | Berlin Tegel to Prague. Never ever will I fly with Air Berlin again, everything seemed nice and smooth from the check in to checking in our baggage but once we landed and we went to collect our checked in baggage we where hit with a shock! Half the flight was missing their baggage (mind you this aircraft had only 70 people on board) ground crew in the Prague told us they always do this and were not surprised. They believe that the bags were still in Berlin and sometimes take weeks to arrive. Now I understand these things happen so I left it and waited no one ever gets in touch with you, I tried emailing ofcourse there was no response. Tried calling the numbers on the website of course they didn't exist. You are better off catching trains around Europe or find proper a airline because these guys are a joke!
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteBerlin Tegel to Prague
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"all very confusing"

(Poland)

Verified Review | Vienna to Krakow via Berlin Tegel. One week. 4 Air Berlin flights, 3 delayed and to close the story a lost luggage for 26 hours. You book Air Berlin, but you fly Alitalia, where they speak Italian in a route between Vienna and Berlin. Or worse you fly with Air One, which supposedly ceased operations in 2014. It's all very confusing. The phones lines both Air Berlin and Berlin Tegel airport are not available all day. Nobody is answering your emails and you don't receive information where or when your luggage will be delivered. Bad, bad, bad.
AircraftA320
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteVienna to Krakow via Berlin Tegel
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
5/10

"worst airline experience"

(Slovakia)

Verified Review | Budapest to Reykjavik via Berlin. Probably the worst airline experience. The worst customer service, nobody able to help you anyhow on their hotline and when you write them through their web form, they don't respond. Lost all 4 of our check-in baggage, which arrived 4 days after us. I called/wrote them several times asking how should we handle the lost baggage, I've got a serious reply the 11th day of our 12 day holiday. Except that we flew our first flight with some old Italian plane and crew (should have been Air Berlin), leg space was really small, 3h 30 min flight without anything to drink.
AircraftA320
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteBudapest to Reykjavik via Berlin
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"will never fly them again"

(Canada)

Verified Review | Copenhagen to Berlin. Terrible customer experience I have had delayed luggage before and realize it is a risk of flying. My partner and I both had our bags not show up on a direct flight from Copenhagen to Berlin (1 hour flight) and it took 3 and 4 days respectively to get our bags. The issue was not the delayed bags but the complete lack of proper communication which could have addressed our concerns and stress. On our flight, at least a dozen people had same issue. No representative present, no informative communication. Automated messages saying no updates were not effective. No number to reach a person. I called numerous times the number I located and emailed and no answer ever at number and email was simply automated with no information. When I finally received an update that my luggage had arrived in Berlin, I asked to confirm where to pick up to ensure they did not deliver to hotel I was leaving at, and never any reply over several hours. I showed up at Berlin baggage service centre on way out of city and they could not locate. I went to the air Berlin business class counter and the woman staffing refused to help and had zero empathy and was rude. I asked for her manager who had same lack of empathy. I asked to speak to her manager and he was finally the first person who tried to help and brought a luggage person who tried as well. But by this point I had lost my patience with air Berlin. They could not locate my luggage. Finally an hour before I left the city - four days after arriving - my luggage was located at the baggage service centre. I still have not received any apology for air Berlin nor any information on delayed flight compensation process and forms. After reading these reviews it is clear it is an airline issue much larger than my own experiences. All air Berlin had to do was provide simply updates each day with facts: "your luggage has not left Berlin, we are trying to get it to you by ddmmyy." And I would have been fine however the lack of any human being reachable and the lack of empathy by their business class check in counter and her manager mean I will never fly them again.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteCopenhagen to Berlin
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"outraged by Air Berlin"

(United States)

Verified Review | New York to Bologna via Dusseldorf, July 3rd 2017. The departure time at JFK was 9:40pm (Flight No. 7481). I was at the check-in point with plenty of time (7:00pm.) The flight attendant told me "there is a 3-hour delay because a baby got sick on the plane and they had to land." She told me not to worry my connecting flight layover was 3.5 hours so I would have made it and they would have made up some time during the flight. At the gate I was told they had to change my connecting flight to Bologna to a later flight at 8:30pm instead of 2:55pm (a serious problem for me), but they told me that they only did that as a precaution in case I cannot make it to the original flight (at 2:55pm) which is what I had booked. The attendant at the gate told me that once in Dusseldorf I would have been able to take the Flight 8686 at 2:55pm. We boarded at 12:45am with more than 3 hours delay. We finally took off and on board I asked what I should do once in Dusseldorf. They said as soon as outside the aircraft look for the information point with Air Berlin attendants and they would have told me where to go to get to the original flight 8686. The flight attendant sent me to Gate B56 and warned me to "hurry" because the flight was departing in less than an hour. I ran to Gate B56 only to find no one there. I went to another attendant who told me that Flight AB 8686 was at Gate 44 two floors down. I ran again with a heavy backpack and a carry-on. I had to stop to catch my breath and I felt dizzy. Two police officers saw me and asked me if I was OK. I had to explain what happened to them because they were concern about my health. I finally made it to Gate B44. The Flight 8686 also departed with about 15 minutes delay. On board, I had to pay for coffee €2.50 for a regular coffee. At that point I only wanted to get to my final destination. We landed in Bologna BLQ about 10 minutes late. There I had the final humiliation: my baggage was missing. I went to Baggage claim and was told that probably my suitcase was moved to a later flight which will land at night around 10:30pm. I filed a complaint form there and they told me they should call me if the baggage arrives and I would have to go back to the airport to pick it up. It is now 9:30pm and on the Air Berlin website there still no information about my baggage. This has been a horrible experience. I will now have to go back to the airport to hopefully pick up my luggage tonight. I'm exhausted and outraged by Air Berlin.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteNew York to Bologna via Dusseldorf
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"awful customer service"

(Libya)

Verified Review | Warsaw to Abu Dhabi via Berlin Tegel. This airline has awful customer service when things go wrong. On June 30 our 21.50 flight transfer to Abu dhabi got cancelled until 16.00hr the following day but it actually took off even later by 2 hours. My wife and I arrived in Abu Dhabi 20 hours late minus our checked in cases. We filed a lost luggage report. We filed 2 complaints on Air Berlins site and tried to find out luggage on their tracer but nothing seems to work. The number they gave us didn't work and the pir number finds no match. We know our luggage is sitting in a store in Berlin. We've sent the baggage tags which the checkin should have changed for the delayed flight to Abu Dhabi but they told us to keep the old ones. We have been trying for days to contact Air Berlin to no avail as have Etihad their partner from Abu Dhabi. No contact at all. I've set up a facebook group to share their tales of woe and Air Berlin threatened to block me on their social media for doing so. Inflight service is fine but their ground staff and customer service are the worst I've encountered in hundreds of flights with different airlines. They've lost my custom and my wife's.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteWarsaw to Abu Dhabi via Berlin
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"the worst airline service I experienced"

(United States)

Verified Review | I travel very frequently for business and pleasure to Europe and this is by far the worst airline service I experienced within the past 10-15 years. The aircraft servicing flight from Chicago to Berlin was very old, seats did not recline, majority of TV screens did not work, despite the crews effort to reboot the audio system. Normally, obstacles like this wouldn't impact me, but traveling with kids makes a big difference (try to explain to your child he won't be able to recline the seat or use TV on 9 hrs flight). Lastly, and most importantly, Air Berlin lost our luggage. There were about 30 + other passengers flying on the same flight who reported missing luggage. It is been a week and we did not hear back from the airline. We sent about 11 emails to different departments with copies of claim, lost baggage tags, etc. No response. Furthermore, none of the telephone numbers provided on the website are working numbers. I do not recommend this airline and certainly will not consider it for any future travel.
AircraftA300
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteChicago to Warsaw via Berlin
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"will never fly with them again"

(Sweden)

Verified Review | Air Berlin is by far the worst airline I have ever flown on. They are always delayed, and for my flight from Berlin to Stockholm they didn't even post it on the screens. I can't think of any positive over other airlines. They are not the cheapest and do not offer good quality. This airline fails on every aspect of being an airline. Will never fly with them again.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteBerlin to Stockholm
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
7/10

"the leg space was also reasonable"

(Germany)

Verified Review | We traveled from Düsseldorf to Milano Linate with Air Berlin. The service on board of the Airbus aircraft was good. They offered a drink and a sweet or salty snack for free. Furthermore we recieved a chocolate heart. The biggest downside of this flight was the delay of 2.5 hours, due to this we lost a lot of time which we wanted to spend in Italy. The seats were comfortable and the leg space was also reasonable. The cabin crew was friendly and highly motivated.
AircraftA320
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteDüsseldorf to Milano
Date FlownSeptember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"I will not be flying with them again"

(United States)

Verified Review | I flew round trip from Boston to Stockholm. Extremely disappointed with Air Berlin. When I checked in at Boston airport and I was told that one of my connecting flights did not exist any more. I never received an advance notice making me aware of this. Instead of 2 flights, I had 3. The new flights were booked too close to each other. We barely made the flights, but our luggage didn't make it to our final destination. Our new flight back also required 3 flights, all extremely close to each other. I called customer service to see if they could change us to a better route. I was assured that since we were flying Air Berlin the entire way, our luggage and we would make it to our final destination together. (We were shuffled to another airline on our way over.) Unfortunately, all of our returning flights departed late and our luggage was lost a second time. Also, two out of three flights back didn't have soap in the restrooms. That wouldn't have been a big deal on its own, but just added to our list of frustrations with Air Berlin. I will not be flying with them again.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteStockholm to Boston via Berlin, Dussledorf
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no