✅ Verified Review
| I flew from Prague to Malaga via Barcelona to continue by taxi to my final destination in Nerja for a week of vacation, I got a one way ticket as my return flight has been already arranged with different company. I bought it from Iberia but flight was operated by Vueling and it was my first (and I have to say last) experience with these airlines. The flight from Prague was delayed because the plane arrived 30' late but it took the crew one hour to get us on our way. Because of that I missed the connecting flight from Barcelona to Malaga (unluckily it must have been probably the only flight on time on that day), so I contacted the customer service. As there were no more flights to Malaga they offered me either overnight stay in Barcelona and taking the first morning flight the next day or taking a flight to Granada, of course "they would arrange my luggage to be re-routed properly". I opted for the 2nd option even though it meant my cost for taxi from Granada would be double compared to the cost of from Malaga, but vacation time is precious and I did not want to waste the time. When we landed in Granada I found out that my luggage was sent to Malaga and here the whole nightmare started. The Vueling representative documented my case and assured me my luggage would be delivered to my address in Nerja the next day, ergo Tue. To cut the long story short - here's Fr night, my luggages still not here even after several calls to their "customer service" line. The customers service rep repeatedly provided assurance "it would arrive in the next couple of hours", but it never did and shouting was of no help either, because as I realised throughout the process their call centre folks just open specific claim case, read you the status but give you no guarantee that the info is correct, can't give you precise ETAs, can't call you back and can't basically do anything. What a parody of customer service is that? in the end my week of vacation was quite ruined as I was stuck without my things, had to buy a lot of new stuff plus a new suitcase, while the service line of Vueling keeps telling me that "according to their system my case would be delivered in the next couple of hours"; no word of apology beyond scripted dialogues. I can understand that mistakes happen and people are not perfect, it's natural, but what separates serious companies is how they handle such situations and how they try to fix what they screwed up.