✅ 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.