✅ Trip Verified
| London City to Florence. I am utterly appalled by this airline. Not only were we diverted mid-flight from Florence to Pisa because of a technical fault (we were delayed in take off also by a technical fault - unclear if it was the same one, but the aircraft was rather old and shabby, and the toilet stunk to high heaven). Most egregiously, about 20 passengers did not have their bags loaded on to the aircraft. I received no information or apology from the airline about this. Some passengers seemed to have received a text letting them know of the issue, with a brief apology and no explanation. We were provided with a bus to Florence Airport where we were told to file a baggage claim (since CityJet do not operate out of Pisa), but there was no-one in charge of directing us - it was up to passenger initiative to figure out all steps. Once at Florence Airport we were offloaded and sent on a Kafkaesque quest from office to office, into the bowels of the airport, across the tarmac, and into the arrivals hall to finally file the baggage claim. Had I not actively engaged fellow passengers I would have never figured out any of these procedures. This was on Sunday, 15th July, 2018. At the time of writing it is 10:30 pm on Tuesday July 17 and I have *still not received my bag*. I received a text yesterday evening from Florence Airport letting me know that the bag had been picked up by the courier, and nothing since. I have been forced to attend a professional event wearing the same outfit each day, which I am washing nightly in the hotel bidet. In all my years of frequent travel I have *never* encountered this level of disrespectful neglect. I paid over the odds to fly with CityJet, hoping to avoid the indignities of a budget airline, only to find that this airline treats one worse than dirt. Never again.