Air Europa

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 500 reviews
4/10
3 star Skytrax Rating
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1/10

"horrible customer service"

(Belgium)

Not Verified | Brussels to Havana via Madrid. We had a delay which made us miss our connecting flight. No information was given during the flight, we had to figure out ourselves how to get to the customer service desk in Madrid, where we waited an hour and a half in line. We got a reschedule to the next day. Until today I am waiting for a compensation conform the European legislation. Until today they keep trying to avoid taking their responsibility. The flight back the airplane was dirty, late and the staff didn't get the ticket system started so gave us handwritten tickets and luggage stickers. A free seats policy is a recipe for disaster, yet this company didn't consider this. My luggage got lost in Madrid and returned to me day afterwards. This wasn't surprising as our plane yet again had inexplicable delays and we had to run to catch our connection. The staff was so friendly to advise us to run to the other terminal after wasting time handing out tickets in the arrival hall one by one. The terminal was a 20 minute run away. Horrible experience, horrible customer service.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBrussels to Havana via Madrid
Date FlownSeptember 2019
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

"Horrible Experience"

(United States)

Trip Verified | Horrible Experience, our flight was suppose to leave Madrid at 3.25 pm instead it left at 11.30 pm. They gave us a form to complete for reimbursement, any delays after 4 hours you will be compensated 600 euro. After a month and a half calling no one ever helped me. They will transfer calls from one department to another and then disconnect your call. When I was finally able to speak to someone I asked to speak to a supervisor and they said that the supervisor couldn't speak to me and that their supervisor were there to help the employees if they had a question. Never received a compensation for the horrible experience and over 8 hours of waiting at the airport. Horrible customer service and experience, I will never fly with Air Europa again.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMadrid to Miami
Date FlownSeptember 2019
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

"delayed for over 8 hours"

(United States)

Trip Verified | Madrid to Miami. Wish I could leave a zero. Our flight was delayed for over 8 hours they tell us to fill out a form to be compensated, this was over 2 months ago and nothing has been done, we call several times and they say we need to be transferred to the claims department, when they transfer us and after being on hold for 30 minutes the line cuts off, this is every single time we call. We ask to have the claims direct number and they say we can only be transferred to that number. We also email over and over and they have an auto-return email but never answer the questions in our emails. They claim to have the best prices on tickets and then they charge us $200.00 one way for luggage. We ask if they have a supervisor that we can speak with and they say they do have supervisors but they are there to help them not the public. This airline is a joke.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMadrid to Miami
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"excellent customer service"

(United Kingdom)

Not Verified | Punta Cana to Gatwick via Madrid. When I initially booked with Air Europa, I heard mixed reviews and was worried. Having travelled with them, both outbound and inbound, they are a great company. Some budget airlines could take a leaf from their book. The staff were so polite and helpful. Nothing was too much trouble. We had a long journey both ways and it was the easiest journey I have ever travelled. The luggage transfer was seamless and waiting at the destination with no trouble. Any questions asked to cabin crew were answered with manners and excellent customer service. Thank you Air Europa for making a long haul flight so much more enjoyable.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePunta Cana to Gatwick via Madrid
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"the worst experience"

(Lithuania)

Trip Verified | Medellin to Madrid. This was the worst experience. First of all, we could not do the check in online, because the system kept crashing (we tried all devices). Since we could not do this online check in, we could not pick the seats. It was a problem, because we were travelling with the baby, and we wanted to be pick a seat with a crib for him. On board, the screens were not working for the whole row, 1/3 of the passengers. The lack of entertainment was a little problem, compared to the fact that without that screen we could not call the assistance when we needed (to fill baby’s bottle with water, for example). We had to physically walk around the plane looking for the staff (imagine doing that with a baby). When the screens broke, people could not turn off their reading lamps, having to sleep with the light in their faces. The chairs were the most uncomfortable. We took this airline because it was new, and we wanted to try this one. Never again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMedellin to Madrid
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Please improve your food service"

(Germany)

Not Verified | Madrid to Medellin. The airplane and stuff were surprisingly positive. What is an absolute no-go is the food! Comprehensively untasty, bad vegetarian option, fruits taste like vinegar. Please improve your food service, especially on long distance flights
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMadrid to Medellin
Date FlownJuly 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"our bags didn’t make it"

(Australia)

Not Verified | I understand budget airlines but you really get what you pay for. I flew an internal flight from Rome to Porto via Madrid to start my 5 week trip. It was cramped, no service but that’s what you pay for and usually fine for a short flight. One of The ACs above my partner didn’t work which was a struggle in the mids of the European summer. But when it came to getting off the plane. Everyone started getting their cabin baggage off and were waiting as usual. An arm rest actually broke off with just the weight of a cabin bag on it. And then when we realised our bags didn’t make it - to get shunned to person to another, with no one wanting to take responsibility for it, it’s been a frustrating week. We lodged the PIR form straight away. We were hopeful that the bags would arrive within the 24hours like normal. But no luck. The number they provided for us to contact didn’t work, we had to find the number from online. There was a lot of broken English on the other side with call service staff not being able to provide any info apart from “we will write a note and follow it up” 2 days later they found our bags. 3 days later we get one of the two bags. Half a week later we’re still waiting for find where the other bag is - apparently it’s still sitting in one of the airports but they cannot tell us which one or when we will get it. As we were moving around every few days, there was at least one call on our side everyday to check up but no communication on their side. There appears to be a lot of “let me put a note on the file” but no reading of “notes” from each staff. We are leaving Lisbon tomorrow morning and we were actually told “maybe best option is to leave your bag in Lisbon airport for a few days and you can pick it up when you past through to leave Portugal”. Sure with the 100 euro max compensation Air Europa claims they will give: guess I’ll have to buy myself everything from scratch and see my bag at the end of my league here. I wish I read all these reviews before travelling with this airline as it appears people have had similar Experiences. My friends and I are frequent travellers who have had bags delayed or lost a fair few times in all Our flights. But with the lack of caring or help from the customer service team- I would definitely avoid flying with them again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteRome to Porto via Madrid
Date FlownJuly 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"smells the whole flight"

(Spain)

Trip Verified | Amsterdam to Madrid. I paid the XL seat and people were constantly passing by my feet to go to the bathroom, it smells the whole flight because of being near the Bathroom. Delay of course, ground service was poor.
AircraftA330
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAmsterdam to Madrid
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"This airline is cheap for a reason"

(United Kingdom)

Trip Verified | Flew London to Madrid via Santa Cruz Bolivia with Air Europa. You have been warned. This airline is cheap for a reason. 11 and a half hour flight with broken seats that didn't recline, no working TV's and rude cabin staff. We did insist that we move from the broken seats/no working tv's but were simply moved to other broken seats with no working TV's by the cabin staff who seemed to enjoy being rude and unhelpful.
AircraftA300-302
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Madrid via Santa Cruz Bolivia
Date FlownJune 2019
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

"Never again Air Europa"

(Norway)

Trip Verified | During our trip from Madrid to Miami, Air Europa lost one of our suitcases. I filled a PIR report in Miami immediatetely after landing, and also called Air Europa every day during the vacation, to ask for the suitcase. It was not found. After vacation was finished, I immediately sent a formal claim by post to them, but they refuse tok take any responsibility. They are not able to tell me where the suitcase is, and they are not willling to pay any compensation for the lost luggage. Very irresponsible. Never again Air Europa.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMadrid to Miami
Date FlownMarch 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no