✅ Verified Review
| I flew Air Europa from Valencia to Sao Paulo via Madrid. Upon arrival in Madrid at around 9.30 pm, flight to Sao Paulo was scheduled for 11.15 pm. We are notified that the aircraft would be late, no reason given. There was a bit of a riot being created at the gate with an exchange of nasty words between passengers and Air Europa employees. Finally, due to pressure from passengers, close to 1 am, they tell us departure will be 7.00 am. The airline refuses to provide hotel accommodation, instead they send the 300+ passengers to a shared airline lounge. When the 300+ passengers arrive at the lounge, there was only one employee to greet us and she needed to check everyone in one by one. Each passenger seemed to take 5 or more minutes until boarding passes and passport numbers were recorded manually. People were left waiting in line for about an hour or more. I was one of the first to get in, but there was already nowhere to sit, people were lying on the floor. The lounge offered some drinks and food which quickly vanishes and never gets replenished. Coffee machines are out of order. We spend the night there. We board at around 7, we don't take off until 9. We are given the reason for the delay from the captain: "the plane was late coming from America last night". After 10+ hour delay, we take off. Plane was old, lavatories were not in a good condition. Food was poor. The way back: flight from Sao Paulo leaves slightly late. We arrive in MAD ahead of schedule, however, at 5.00 am. Long story short: my 7.05 flight to Valencia is cancelled and I was put on the 14.30 flight, which is, what a surprise, delayed - we don't take off until 17.00. They did offer me a hotel for the layover, which was nice. But the rebooking process was as follows: had to exit the airport and go to the customer service desk at check-in level. There was no sign that says "Air Europa customer service". Nobody knows where it is, employees gave me the wrong directions. Customer service gives me a voucher for the hotel, but are incapable of printing a new boarding pass. I have to stay in line at check-in to get one. I make it back from the hotel at 13.00. Monitor says "delayed". Finally, a feisty employee was insisting that I check my small bag, because "it won't fit under the seat or overhead compartment because the plane is small". I asked if it's an ATR 42. She says "yes." I say, I've flown that plane before and my backpack will fit. I keep my backpack, it fits with no problem.