✅ Trip Verified
| Gatwick to Vilnius via Riga. Terrible customer service. We was denied our flight to Riga from Vilnius due to delay of their inbound flight from Gatwick. It was explained that we missed our last flight and should go to collect luggage and go to ticket office for travel re-arrangement. Lady in reception told that air Baltic offer for us can offer only ground transportation to Vilnius airport. When one gentleman asked for flight next day it was told that there is no chances to stay overnight ("no available hotels in Riga that night") and that all flights from Riga to Vilnius on next day are fully booked. Then after doubts how it can be that all flights and hotels are overbooked in Riga she told that probably the is 1 seat, then "maybe 3 seats" in morning flight, but hotel for sure she cannot book, and if we wish we can do it on our own money and then apply to refund of 70 EUR. When we started negotiate ground transfer, story continue very interesting way - it was told that cab cannot bring us to hotel/home address, only to drop off in Vilnius airport. After emotional complains why we need to go by cab to Vilnius airport and then back to city by taxi at 5AM , she firstly told that it is because our destination is Vilnius airport, and we will be delivered right here (even if it is after 4 hour drive and no taxi in Vilnius airport at that time). Then after 5 min of emotional discussion she once again changed her mind and told that OK, we may take taxi in Vilnius airport and then to submit receipt to refund. When we told that this is stupid, that we need to cross all city and then go back, she told that ok ok you may ask transfer driver to drop off in your destinations only if this is on way to airport. No consent was given to sign for us, just she gave voucher to driver, and that's it. Now I have problem with insurance company. I not even mention kindness words used like "sorry for inconvenience", "I will do my best" or any provision of refreshments, etc. When we finally asked surname (name was on card) of receptionist she told that this info she is not obliged to provide.So, all long story short - airBaltic represented as it’s best Soviet heritage of customer service with "Service provider always right" and "No, we can't" attitude. If you want this experience, you may try to travel with this airline. For me enough is enough! I chose airBaltic to London via Riga instead direct flights Vilnius-London with WIZZ and Ryanair because I was expecting more intelligent and kind attitude, and paid for it extra 100 EUR per ticket. How naive I was!