✅ Trip Verified
| Toronto to Lisbon return. Flying out from Toronto is always a pleasure. Quick check-in, efficient staff, no hassles, it never takes 10 minutes to drop my bags, get the boarding pass and reach security. Organized boarding, excellent service. I purchased Option Plus for the extra bag and priority boarding, and it really helped me get settled in quicker and get my bags faster upon arrival. Very different story out of Lisbon on the return flight. There was a huge line in a maze for the 3 or 4 regular check-ins, and a single file with about 8 people in the Option Plus. I was the 9th in that line. It took at least 40 minutes to process the ones in front of me. We slowly watched as everyone else was processed before, and after the line was almost cleared, one of the counters closed, and two others were still there but chatting to each other, when they could have helped with the Option Plus standstill. This was an absolutely ridiculous and unacceptable situation for having paid for priority check-in and boarding, and seeing staff idling about. When I finally got done dropping my bags, passed security, an additional passport check, and had to walk 20 minutes to what was probably the furthest terminal at the airport, everyone else was piled up in an unorganized manner for boarding and I asked at the counter where the line for Option Plus boarding was. There wasn't one. There were two attendants at the counter talking to each other, and one female attendant sitting behind the counter pointed and told me to talk to the person checking boarding passes for everyone else and have him let me through. She could have very well checked my boarding pass and passport and let me through, but no, redirected me to the huge line. This man completely ignored me as I asked 3 times "excuse me, sir" gradually raising my voice each time. Eventually he noticed me and let me through by undoing the "rope", while I got nasty looks from other passengers who insisted on pushing me out of the way and not letting me through either. I actually got fed up and raised my voice with "Sorry, Option Plus, excuse me" and stepped in. This could have been avoided with a proper Option Plus separate line, or with proper attention from the staff, but most importantly, with actually processing Option Plus passengers BEFORE regular fare. I feel like I didn't receive the value for what I paid for the return trip. Toronto to Lisbon experience is a 10/10. Lisbon to Toronto would get a zero if I could, but at least onboard service was good. My rating is based on the return flight.