✅ Trip Verified
| New York to Paris. This is truly the absolute worst airline. They are unresponsive, incompetent, and unequivocally rude. They do not have representatives at the airport and the staff that they do employ refuse to answer customer's questions. I was scheduled to leave on a flight 2 days ago at 9:30 pm. The flight's gate kept being changed for hours after the departure time until it was ultimately CANCELLED around 2 am. Then, they had us stand in the line waiting for a representative to speak to each traveler individually about rescheduling our flights. We waited in this line until 4 am without anyone being spoken to. Then, they made an announcement that they had hotels reserved for us and that we were just waiting for buses to take us there. An hour later, they noted that no buses were on the way and that there were no hotel rooms reserved. They did not provide us with water or answers/information as to when our flight was being rescheduled to. The staff members insulted passengers calling us rude, disrespectful, and annoying for voicing our concern and frustration. They refused to speak to us and did not answer a single question. We could not leave the airport because they would not release our luggage. After we were forced to sleep on the bare floor of the airport, they said that the flight would be rescheduled to the next day at 7:30 pm. We lined up for check in at 4:30, as instructed. The XL representatives/staff members said that we were "misbehaving" so they chose to delay check in until 6 pm. We finally checked in. The flight was re-listed as being scheduled for 9:30 pm. We waited at the gate until 11:30, when they claimed that they were commencing boarding. We stood in line waiting for boarding until 12:45 pm. At this time, they CANCELLED the flight again. Then, XL threatened to have any passengers that complained or showed anger arrested. They instructed us to go pick up our luggage at the carousel. We went to the carousel, where we waited until 4 am. At 4 am, we were told that no luggage would be released to us, and that no other information would be given. I left the airport. I received an email at 3:00 pm notifying me that the flight was scheduled for 2:00 am the following morning. Then, this flight was also cancelled. 3 flights cancelled. They still have our luggage. They have given us no additional information.