✅ Trip Verified
| London Luton to Tirana. I would give 0/10 but that is not an option. The size of the hand luggage is ludicrously small for one piece. When booking I bought the extra size. I was then annoyed to see at the check in those who had larger than the allowed size were being let through without having to pay more, some had two or three bags. The staff were mentioning it was too big to some but letting them through anyway, some they were charging. If the policy is to allow bigger bags fair enough but what is really unfair is my bag was only slightly bigger than the allowed size, so why did others not have to pay for bigger and I did? (I took pictures to prove it). I complained about this via the form on the website and the response had nothing to do with the complaint. I replied saying this and they said it was too late now. Their number is really hard to find but I called and was told I would be transferred, I was put on hold for 20 minutes and then they cut me off. I called back, no apology, I was told someone would call me back that day, a week later nothing. I left messages on twitter, they ignored them – although they “liked” a reply to one of my messages which suggested I called them again, so they were aware but not bothered to try and resolve it. I kept on leaving messages on twitter, eventually they told me to call the number I originally, although that was a battle to get it from them. I called and was told no one on that number could help and as for the lack of service he wouldn’t apologise “as it was nothing to do with him”. He didn’t listen to what I was saying but eventually said he would escalate it and I would get an email – which is rubbish by this point. Over a week later nothing. I am now far more angry about the way they deal with their customers, they seem to want to aggravate them, rather than resolve issues. They put down so many hurdles in the hope we will give up – they just want to take the money and not have to worry about us. It’s a real shame as they could have resolved this in one email, but instead they have proven they just don’t care about their customers.