✅ Trip Verified
| Madrid to Kuala Lumpur via Abu Dhabi. The 20th October I was going to fly from Madrid to Denpasar, and I said "I was going to" because the crew was so overwhelmed with the overbooking in the flight that could not attend everyone properly and let me out of the flight. I waited in the queue more than an hour (they had to open more desks as otherwise they wouldn't be on time to close the flight). First person I talked to ask for a flight that shows I am leaving Bali within a month, I completely understand that legally you need it but I explained them I have lived in Bali for 4 years (I showed them all my working permits and stamps) and I am waiting for a new working permit (also you can extend your visa at airport until 60 days so this could be also an option, but not). This person pass me with the manager, I have to wait as she is talking with other passengers, I don't understand why everyone is so tense, crew and passengers but I wait until there is a space for me. After explaining her the same she still requires the ticket and send me to buy it to the front (AirEuropa), they were also busy so I waited, when they were free they told me they don't fly to Bali and can not help me, why do you send me to AirEuropa then? I ended up buying the ticket online close to the crew of Etihad, they knew what I was doing, and when I received the confirmation they said the flight was closed and that i am not considered overbooking like another 5 people because I had no my flight in time. This was the worst treat I ever had, they were so overwhelmed because the company sold more seats than what they should. I followed every step they told me, they knew I was buying the ticket, they knew I live here in Bali and need to fly and still let me out, shameless. When they realised how bad they treated me and how unfair they were, they try to fix it and, of course, Madrid approved to reissue the ticket for the next day, when they were on it the central did not let them reissue, did they even listened to what happened at the airport? I called customer services several times just to be told I have to pay the change plus the no show fee, again, shameless, 500 euros. I ended up buying a new ticket as I would not accept a no show in this situation. Another 580 euros because the airline was too busy to attend properly to the passengers. The day after the crew apologised but nothing else they can do. I already claimed twice and did not even have an answer from them. Terrible customer service, terrible attitude.