WOW air

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 337 reviews
3/10
3 star Skytrax Rating
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1/10

"airline denies any responsibility"

(Canada)

Verified Review | 45 years of frequent flying, a lot of mixed experiences, and I would have never imagined that an airline like WOW could actually exist! This October, my flight from Berlin to Toronto via Keflavik (KEF) arrived at KEF late. Originally, there was a 65 minutes time period to make it to the next flight. Passengers were not allowed to disembark the airplane for an additional 15 minutes. Upon arriving at the arrival terminal (25 minutes behind the schedule), the direction signs advised that there is a 20 minute walk to the departure gate at terminal D. In addition, we had to go through a passport check line and a security check. Somehow, I did manage to make it to the departure gate in 25 minutes (20 minutes before departure time), only to find that the gate was closed! Not my first missed connection, so I kept calm. Knowing that the airline was at fault, I prepared myself for the inconvenience of a later flight and/or even an unwanted night in Reykjavik. Upon asking for directions to WOW's customer service desk, I was advised that WOW air does not have a customer service desk at KEF (its main hub!). Only a local phone number. I called and I spent 20 minutes listening to elevator music until my phone ran out of charge. All other WOW employees that I approached after that, rudely refused to even talk to me. Frustrated, I approached other WOW employees who were checking-in other flights and firmly demanded an answer. After a short phone call (presumably, to the secret location of their "customer service"), I was told (in a very rude tone) that WOW air only allows 30 minutes from the time of touchdown (and not actual disembarkment) for connecting passengers to arrive at their departure gate. This is notwithstanding of any delays on their airline's part, distance between terminals etc.. Therefore, I was told, the airline denies any responsibility with respect to my situation. With that she waved her hand in my face, ordering me not to utter any words and walked away as fast as she could. I was forced to purchase a ticket for Toronto from Icelandair at a full price of $1070CAD. During my one hour wait for my next flight at KEF, more than once I was told by the airport staff that I am not the first WOW passenger with that kind of experience! All of this could have been a run-of-the-mill missed connection story, and I would have put it behind me, if it wasn’t for WOW’s abhorrent, deliberately condescending and accusatory (obviously rehearsed) mistreatment of their passengers. Based on my online research after my return to Toronto and reading very similar experiences from other abused passengers, I have come to believe that my experience was not unique or a fluke, but this is part of a deliberate business model. A business model designed to shortchange their customers.
AircraftA321
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteBerlin (SXF) to Toronto via Keflavik
Date FlownOctober 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



21st November 2017 : WOW air response

WOW air does not respond to comments

1/10

"avoid them at all cost"

(Canada)

Verified Review | San Francisco to Amsterdam via Reykjavík. WOW air don't serve water on a 9 hour flight, you can buy it for 2.5 euro (small bottle). Just to add, the flight was 700 CAD (as opposed to 800 by Air Canada) and it didn't include carry on luggage, only personal item. With an addition of the luggage (65 CAD each way) it already cost more. They don't allow to cancel the flight within 24 hours, they don't include carry-on luggage in a transatlantic flights, don't serve water for free, don't have any kind of entertainment on board and staff is quite rude and inattentive. It was my first and the last time I ever flown with WOW air unless I'm absolutely out of options. Do yourself a favor and avoid them at all cost.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteSan Francisco to Amsterdam via Reykjavík
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no



21st November 2017 : WOW air response

WOW air does not respond to comments

10/10

"handled with the utmost efficiency"

(United Kingdom)

Verified Review | I boarded my flight in London Gatwick for my final destination of Miami, USA on October 25th 2017 at 10.55am. We had a four hour stopover in Keflavik, Iceland. The flight from Keflavik was about 40 minutes late in departing possibly due to the late arrival of the aircraft from a previous destination. The Gatwick to Keflavik was a fully booked flight and took a little longer than usual to board. On boarding my first flight I found my seat occupied. I asked the flight attendant to talk to the occupant and he did. I did offer to give my seat up but the other passenger declined. My seats were 20D & 46K respectively. No on board flight services were utilized on either flight. Both flights were handled with the utmost efficiency. I always fly WOW whenever I can. I understand that WOW in a discount airline and extra services are unbundled.
AircraftA321 & A330
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteLondon Gatwick to Miami via Keflavik
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes



21st November 2017 : WOW air response

WOW air does not respond to comments

1/10

"canceled my flight from Paris"

(United States)

Verified Review | Paris to Boston via Keflavik. Run as fast as you can as this airline will not deliver in emergency situations! They canceled my flight from Paris coming back to US from a funeral. I have 2 children and had to be home that day so I was pretty much forced to get on another flight costing me over $2,000 since WOW customer rep informed me there are no flights available next 5 days. When I complained I was told to file a claim. I'm beyond upset over the fact my claim was denied. Considering I saved WOW money on food, hotel and rebooking I get an email this is unclaimable? I have 2 little children at home, was coming from a funeral, got no delay but flight cancelation, then I'm told it may take 5 days before I can even get home! I can't even believe this is happening and customer is being denied just like that. It shows that customers satisfaction is not your #1 priority. I'm literally speechless!
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteBoston to Paris
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no



25th October 2017 : WOW air response

WOW air does not respond to comments

1/10

"has collected its last dollar from me"

(United States)

Verified Review | Flew Amsterdam to Los Angeles via Reykjavik. When I booked the flights, on June 2, 2017, more than three months prior to the journey, I paid a great deal additional for Business Seats. For some unexplained reason, my husband and I were bumped from the seats I selected at the time of booking (2G & 2E) and had to fly home in seats 36F & 36G, at the very rear of the plane, right next to the delightful toilet. We also had our seats changed on the flight from Amsterdam to Reykjavik. We chose XXL seats (and paid for XXL seats) but instead we were in seats that didn't recline. This was completely unacceptable. I would never have booked a seat on Wow Air, had I not been able to purchase the larger seats. This is a 9.5 hour flight and to be stuck at the back of plane is infuriating. Wow Air is ever ready to nickel-and-dime its customers for each and every tiny little upgrade, from blankets to baggage, yet when it comes time to fulfill its end of the bargain, it drops the ball. When we spoke to the gate agent upon our arrival in Reykjavik from Amsterdam today, we were informed that "Wow air has been doing this a lot lately." Not words that instill comfort or confidence in one's clients. Another gate agent actually told us, "We can't just bump someone from their seats for you." Well of course they can. It's exactly what they did to us. I urge anyone who is considering purchasing a flight on Wow air to seriously reconsider, especially if you're thinking of upgrading to the Big Seats. For roughly the same price, you can fly another airline, one that has its act together a bit more, and you'll actually keep the same level of seat you pay for. Good luck, Wow! Hope your trying-way-too-hard-to-be-clever marketing efforts pay off. But now that I've flown your airline, I think you're paying whatever low-level marketing team you've hired way too much and your logistics people way too little. Wow air has collected its last dollar from me.
Type Of TravellerCouple Leisure
Cabin FlownBusiness Class
RouteAmsterdam to Los Angeles via Reykjavik
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no



25th October 2017 : WOW air response

WOW air does not respond to comments

1/10

"What kind of customer service is that?"

(United States)

Verified Review | WOW air canceled my flight from CDG in Paris to BWI with a layover in Reykjavik. I received an email the day before saying my flight was overbooked and offering incentive to passengers who would re-schedule their flight. I was supposed to work the following day, so I did not take this. The day of, I showed up at the airport and signs said "delayed". After checking in for my flight and getting through security, I waited at the gate while passengers around me started receiving emails that their flights were canceled. Some passengers flying to Boston were very upset since this was the second day in a row their flights were canceled by WOW. No airport employees knew what was going on, and suggested we call WOW customer service. After calling, we found out all flights out of Paris from WOW were canceled that day. WOW gave the option of taking the next available flight or getting a refund. The next flight they offered was 8 days later, due to overbooking on flights before then from canceling flights 2 days in a row. They also offered a hotel voucher for only one night. I had to take a refund for my original flight (which was a low cost since I purchased so far in advance) and pay out-of-pocket for a new ticket on a different airline the next day. I was told by customer service that WOW was not obligated by law to provide me any other options for getting home. What kind of customer service is that? Spend a little more money on customer service, and maybe you won't have to offer flights so cheap for people to fly with you.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteParis CDG to Baltimore via Reykjavik
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no



25th October 2017 : WOW air response

WOW air does not respond to comments

1/10

"Absolute nightmare"

(Germany)

Verified Review | Flew WOW air from Brussels to Reykjavik. Absolute nightmare. No transparency and simply not cheap once you add in all the surcharges they can come up with. Us as customers should avoid such airlines at all cost to not give them a chance. Paid 82€ for a carry on. Same price as my actual flight.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteBrussels to Reykjavik
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"airline is terrifyingly negligent"

(Canada)

Verified Review | Keflavik to Toronto. This airline is terrifyingly negligent. Three hours before I and my two children were supposed to fly to Toronto from Keflevik, they kicked us out of the check in line and off our flight telling us that our seats had been cancelled and moved to a flight two days prior. No explanation or apology, they just asked me to leave the line, as I stood there dumbfounded with my children starting to panic at my side. They finally provided me a local WOW number that I had to call and remain on hold for close to an hour before an agent got on and squeezed us onto the flight, 20 minutes before take off. They have since taken my complaint and ignored any follow up or accountability.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteKeflavik to Toronto
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"stay away from this airline"

(United States)

Verified Review | Chicago to Reykjavik. Don't purchase any extras such as large seats as you will not get them. I purchased an extra large seat for $49.99. Big mistake! Don't do it as you will not be seated in a bigger space, instead you will be seated in a regular seat as everyone else on the plane. I emailed WOW about this, they said they would reply within 72 hours, and I never received anything from them. Unless you like paying for nothing and not having your emails responded, stay away from this airline.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteChicago to Reykjavik
Date FlownOctober 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
9/10

"seats were comfortable"

(United States)

Verified Review | Los Angeles to Berlin via Keflavik. Our group of 7, including 2 seniors, 2 adults, and 3 children from LAX to Berlin this past week. All I can is that for the price, WOW air is a wow in my book. The only issue we had is that in Iceland our baggage was held because our layover was less than 24 hours. This was clearly stated on the WOW FAQ, but we missed it. As long as you know what to expect, there is no better value than WOW. The food on board is no more expensive than food we have purchased on US Domestic airlines, and was better quality. The only negative is that they can run out of things sometimes. The legroom was excellent and the seats were comfortable, but not luxurious. The aircraft was very clean and well taken care of. The in flight crew were excellent and very nice. No issues what so ever. For us the next best price for LAX to Berlin was $300 more per person flying Aeroflot with a layover in Moscow. For the extra $2100 it would have cost, we paid for our lodging and food for a week in Germany and still had money left to buy food to take on the plane. Advice: As long as you know what to expect you will be very happy. Make sure to read all of WOW's FAQ's and you will be prepared.
AircraftA330
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteLos Angeles to Berlin via Keflavik
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes