✅ Verified Review
| Flew Austin, Texas to Prague, Czech Republic. Back in March we bought tickets with Condor Flugdienst to fly to Europe. We decided to pay extra and upgrade to Premium Economy just so we could get a bassinet for our daughter of 7 months, so she could fly more comfortably. With Condor, bassinets are only available in certain specific Premium Class seats and must be booked together with the parent’s seat. Two months after buying our tickets Condor changed the airplanes for our flights and we received the following notification by email: “The operating aircraft on which you are due to travel changed and the alternative aircraft has a different seat configuration. Therefore we've moved you to the nearest comparable alternative with identical seat properties.” Except that that wasn’t true: my husband and I were given separate seats and I was assigned a seat without a baby bassinet. Meaning we would have to carry our daughter on our laps for 12+ hours, after we had already paid for a premium class ticket with a bassinet available. We called Condor ASAP because their online system is extremely limited and does not even allow changing seats. We spent 45+ minutes on hold and were almost starting to doubt if the constantly repeating message about how much Condor cared for my call was actually true. But finally we got to a real human being. We explained the problem and how the seat arrangements had gotten all messed up after the airplane change. No problem, he said, let’s get them back on track. He put my husband and me back in adjacent seats (even though we lost the window seats) and gave me a seat with a baby bassinet available. All is well, we thought, and things happen. Flying is a complicated business and we understand that sometimes airlines have to make rearrangements like changing aircraft. Could Condor have been done better? Perhaps, but nothing is perfect and in the end we got back what cared about the most. Fast forward to a week away from our trip, and we decided to call Condor to ask some routine questions and verify that everything was in order for our travel. We just wanted to make sure that all of our bases were covered since we were traveling with our baby daughter, it’s a long trip after all. And this is where the problems started. We asked Condor’s representative to confirm the seat arrangements for the departure and return flights and he told us that for the return flight there was no bassinet available. What? That has to be a mistake, because we called back in May and Condor’s representative fixed exactly that! Well, turns out that he didn’t do it for both flights, only for the outbound one, and completely failed to mention it back then. And now the one bassinet seat in the plane was taken. Now what? Well, according to Condor’s representative, we now had to take our daughter in our lap for 12+ hours because there was nothing that they could do. Nothing. Well, what can we do? “There’s nothing we can do.” This is obviously Condor’s fault, there has to be something that can be done to fix this. “There’s nothing we can do.” In conclusion: Needless to say, we will be voting with our wallet (extra 1000$ for a seat for my daughter)and never flying with Condor again. I’d rather pay extra and fly with an airline that would not take advantage of us in such a blatant way, and they used my daughter as the wedge to force us to pay up. Condor would rather lose a customer for life than own up to their mistakes.