✅ Trip Verified
| Toulouse to Singapore via Frankfurt. The TLS-FRA flight arrived late, leading to miss the connecting flight to SIN and causing me to spend the night in FRA. These things happen, and as a frequent traveler working in the aerospace industry, I'm more understanding than most. However, I was not impressed at all by the way the situation was handled: no information was given by the crew about the delay of the TLS-FRA leg. We were just stuck in the aircraft, doors closed, and not moving. After asking multiple times, I was told by the FA it was because of fog in FRA. When I proceeded to claim compensation, the airline told me it was because of French Air Traffic Control Strike. Remembering the chaos in FRA airport that evening, I have a hard time believing that. No staff was available to provide assistance once arrived in FRA airport. All customer service desks were closed, even though it was obvious that there was a big mess in FRA. It was impossible to reach the hotline to check for alternative flights. I stayed online for 2 times 45 mns, before giving up. So I organized my own hotel, transportation and meals, and in line with EU regulation 261/2004, I asked the airline to pay for the expense incurred. It has now been 4 months, and I have yet to receive the funds. I received a reply 6 weeks ago telling me the payment has been made, but it never reached my bank account. Now, customer relations department is just playing dead. On the onboard experience itself, I would say that the crew is professional, but rather cold. Food is edible, but I thought below average of other full service airlines. The major issue lies with FRA airport, where connections are very long: I had to walk 35 mns and take a train to reach the other terminal. Security was very long, with only 2 lines open, and rude staff at every checkpoint (passport control, security, boarding gates). Considering the ticket price, I will not fly with them again, mostly because of FRA airport, and the "ghost" customer relations department. I cannot believe they received a 5 star rating.