✅ Verified Review
| If you're thinking about booking a flight with Flybe, consider yourself warned. Today I was a customer on a Cardiff to Dublin Flybe flight. When I tell you that this was the absolute worst flight experience that I have ever had, I want you to know, that I am not even remotely exaggerating. As a tourism management student, my education over the past 3 years has been dedicated to understanding the proper (and improper) ways to deal with incidents in the tourism industry. So, this was a very eye opening experience. Observing how Flybe handled the massive crowd of confused, worried and frustrated customers was disappointing and honestly really shocking. Our flight was scheduled to leave at 3.50pm local time and land in Dublin at 4.50pm. The flight took off at 7pm. Yes, delays happen and it could have been a lot worse. But my complaint has very little to do with the waiting period and a lot to do with how poorly the waiting period was handled. From what broken up gossip I could gather from around the airport waiting area, last minute, Flybe decided to give the originally scheduled aircraft away without finding an aircraft to replace it with. But absolutely no solid information was presented to any of us. Along with a lack of information, the only compensation presented was a voucher for a drink after about six hours (assuming you came at the proper check in time). As a budget traveller, being stuck in the airport for 6+ hours and eating overpriced, unappetizing, airport food was not in my budget, but with no other options, I was forced to do so. Roughly an hour into waiting, people's names started being called over the intercom and we were told that the names represented the people who were being kicked off the plane because the new plane they found for us was 25 people short of the original aircraft. Suddenly the waiting area became full of people shouting out their holiday plans angrily and the airport became chaos. We were told about 3 times that the plane was about to land for a period of 3 hours (so clearly, a lie). Because information was poorly distributed, people became nasty. The disrespect and anger showed in Cardiff airport today was nothing but a product of poor customer service, organization and professionalism on Flybe's part. I think I speak on a majority of my fellow flightmates this afternoon when I say, based on today's experience we will not be returning Flybe customers. The first two things you learn in marketing for tourism is that 1) Word of mouth marketing is incredibly important for this industry, and there will be tens of people that will go on to speak of this horrible experience and Flybe will lose customers and it WILL hurt their reputation. 2) The best way to recover a bad experience is to be apologetic, and to compensate people for their losses which actually often leaves customers happier and more willing to return! (which was absolutely not the case). I would like to mention that the pilot and flight attendants were nothing but lovely and we're also frustrated as they had to unexpectedly come down from Birmingham to fly us. Their professionalism is no reflection of Flybe as a company. Curious as to why, and who's call it was to make the decision to give away paying customers transportation.