✅ Trip Verified
| Gatwick to Salvador Bahia via Madrid. From the very beginning, the service was disorganized and short-staffed. I was left standing in the check-in queue for 90 minutes in order to drop off my case, after I had already taken the time to check-in online. There was no bag-drop facility at Gatwick. Shortly after arriving, I found out my flight was delayed from another passenger. I was confidently assured by on-board staff that the connecting plane would be held for us as there were many passengers however ended up missing the connection to Brazil due to the lengthy delay. I was instructed to go to the Air-Europa desk in Madrid. I arrived. I waited. I was told to go to another desk. Here I waited for no less than 6 hours sitting on a cold floor. No water/refreshments were offered. No apology. No information. Absolutely nothing. People stood with babies. No preference was given to them. I have never in my life been treated so appallingly by any company, never mind a company I have paid a great deal of money to. Just 2 members or staff were left to deal with two planes worth of people. It clearly shows the lack of regard and appreciation you have for your customers. Not even out of sheer courtesy was I asked if my new flight details were suitable, nor was I given any option. The on-board service added to the misery of the entire experience. Flight attendants were not attentive, and I was ignored multiple times. The food was the worst airline food I have come across, and I don’t say that lightly. As a seasoned traveler speaking honestly, it was one of the worst experiences I have had to deal with from start to finish. I have previously had long-haul flight delays with other companies, but never have I experienced treatment like this. I would urge anyone I know to reconsider using your company in the future. Throughout the entire period, I received no correspondence whatsoever; in my opinion showing a total disregard for passengers’ welfare, comfort and appreciation of their custom. I am still in awe at the unbelievably poor level of customer service that was shown. As of today, it has been over a week since the chaotic situation and I still have not received a single email from you apologizing. As a response to a recent complaint via Facebook as the customer service is a 'no reply' email, I received a copied and pasted template email in which none of my complaints were addressed and no apology. My impressions of Air Europa can’t really be any lower. I'd gladly pay extra not to have to go through that again.