Hi Fly

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 7 reviews
6/10
No Skytrax Rating
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1/10

"poor, unfriendly service"

(United Kingdom)

Verified Review | This flight from Manchester to Orlando was a replacement for a Thomas Cook Airlines Flight, No: MT2604. Flight departure delayed from 12.15 to actual time: 17.35 (over 5 hours late). Called to Gate at 14.35 1.5 hours prior to boarding at 16.00. We were herded into a small, overcrowded Departure Lounge with insufficient seating, suffocatingly hot. Not a single member of staff from whom information could be gleaned was present, nor was any announcement made with information or explanation for over an hour. Thomas Cook aircraft was substituted with Hi Fly. We had paid for Premium Class with allocated seats which were not available on the Hi Fly Aircraft (Our row 4 Seats (A4 and C4) were non-existent. We were told by the Flight Attendant that rows 1 to 3 were the Premium seats but when sitting in vacant seats alongside other similarly displaced passengers, were told that we were to move to the next section and choose any! I remonstrated with the staff to no avail so had to be relocated to already occupied seats therefore displacing a passenger. After boarding we sat on the aircraft for one hour and forty-five minutes before leaving the runway at 17.45. Inflight entertainment screens were not working. We were given Ipads which were collected in, without exception, far too early - three hours before the flight landed even though passengers were in the middle of films. Of the two toilets in our section, one had no flushing water. No alcoholic drinks were available when they should have been in Premium Class. Ice-cream which was offered immediately after the meal, was totally melted and required drinking. When my wife was feeling ill during the flight, I asked three times for a ‘sick-bag’ before being told that there were non-available and eventually a plastic bag was found. The statement “Our delayed customers will receive food and drinks and other assistance as required by law” was not implemented, staff were not available in the Gate area. On board, the Flight Attendants provided poor, unfriendly service. This is not an airline to be recommended.
AircraftA300
Type Of TravellerCouple Leisure
Cabin FlownPremium Economy
RouteManchester to Orlando
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"Terrible experience, never again"

(United States)

Verified Review | Los Angeles to London Gatwick. Terrible experience, never again. Originally booked with Norwegian but received text message stating our flight was being operated by Hi Fly. We had the economy plus, allowing us to check bags, seats were pre assigned and meals included. No overhead air vents and the flight was extremely warm. The seats are small. In flight entertainment was the movie Titanic. The meals were served (late) to everyone which is good for them but why did we pay extra? The beverages are warm, ice not available. If you would like to purchase additional snacks or beverages they don't offer this service. The staff is not friendly, were speaking Portuguese the whole time. I would have never booked this airline, don't do it. I give them two stars because the pilot did a great job of us arriving safely.
Type Of TravellerCouple Leisure
Cabin FlownPremium Economy
RouteLos Angeles to Gatwick
Date FlownFebruary 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"crew professional and polite"

(Portugal)

Verified Review | Lisbon to Recife with Comfortable and modern aircraft, with inflight entertainment. Cabin crew professional and polite, and were also helpful. Beverages and food on board were enough.
Aircraftunkonwn
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteLIS to REC
Date FlownApril 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"this was a great flight"

(Portugal)

Me and my family flew Hi Fly from Lisbon to Salvador last December and it was a really nice experience. My chlidren were very happy with the ipads onboard, it was a great way to keep kids (and adults) entertained. Instead of traditional seats with TV on Hi Fly they give each passenger an Ipad, with newspapers, magazines, music, tv series and a excelent variety of movies, to return in the end of the flight. Catering was top quality for a charter flight, and crew was very friendly and helpful. Loved their turquoise uniforms. This was a great flight!
AircraftA330
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteLIS to SSA
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"inside of plane was grubby"

(United Kingdom)

Cartagena, Colombia to London Gatwick on Hi Fly. We took off late because the airport did not have a fuel bowser sufficiently large to refill the plane in one go. Hence dinner was not served until three hours into the flight (after 10 pm). My pre-ordered veggie meal was not available so they reheated an already cooked but left over meal from the outbound flight (it was awful). Then lights out and off to sleep but just over one hour later we were woken up (lights on) for an inflight snack of crisps and a ham/cheese hot melt sandwich (no veggie option available so I went hungry). Lights off and then about 90 minutes later we were woken up for breakfast. It would have been better to have given us the melt asap after takeoff and let us sleep after the late dinner. The inside of the plane was grubby and the seats had not been cleaned for a long time - the seat pitch was reasonable for economy. The inflight entertainment was a multichannel loop affair but no one knew what was playing because there was no inflight guide and the crew did not know either. The cabin crew were vaguely interested in their job (one at the back was very good) but there was no real customer care. Upon landing there was a technical problem with the airbridge but the captain did explain what was happening and how they were planning on fixing it (well done him).
AircraftA330
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteCTG to LGW
Date FlownJanuary 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

Hi Fly customer review

(United Kingdom)

This airline replaced our scheduled Thomas Cook flights. The aircraft cabin layout was different to the advertised Thomas Cook one so the reserved seating was no longer suitable. Luckily we were able to change. The Hi Fly crew were good but there were also some Thomas Cook crew on board which led to a disorganised feel. I think it would have been more appropriate just to let Hi Fly crew operate the flight.
AircraftA330
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteStansted to Antalya
Date FlownAugust 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
8/10

Hi Fly customer review

(Canada)

This flight was a replacement for a TAP flight that was cancelled the previous day. The aircraft was an and there was no inflight entertainment what so ever. The crew was young and pleasant. We enjoyed the experience.
AircraftA330
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteNatal to Lisbon
Date FlownJuly 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes