| Our flight from Athens (23.10.19) was delayed 2 hrs and redirected from Kraków due to the fog, so we landed at Wroclaw airport at night. We had to wait for a replacement service to take us to Balice. We collected some “tickets” from the check in counter to be allocated on the one of three buses going to Kraków. We were waiting for that transport for over an hour without any information when they would eventually arrive to pick up the passengers, not even sure if we have time to go to the toilet. None came to us to give us any information about the busses and when I finally decided to go to the toilet I met a member of the airport personnel, who gave us the tickets before, and I asked how long it would take to wait. He answered without hesitation than it’s only 20 more minutes. So why did we have to wait for that whole hour guessing the time with no clue? When the buses finally arrived the drivers had no idea what to do with those “tickets”, people rushed pushing to get inside. The ticket system didn’t work at all! Such a joke! The driver shouting at people in Polish, disorientated foreign passengers didn’t understand a word. When a lady started talking to him in English to asked a question about stopping in Katowice, he answered ironically in Polish “We are in Poland, we speak in Polish. Not English”. A person who works with foreigner passengers, really? Terrible customer service, no help at all for non-Polish speaking passengers! So disrespectful! Not even mention the airport staff (a young man in his 20s) who was shouting at us in English (at last!) “You bought tickets to Balice airport, you’ll go to Balice!”. I tried to explain him that I had asked someone at the airport about this possibility and they had said something different. Such a lack of communication between the staff members! Such a chaos and mess! At last we ended up on the bus going to Kraków. Not even mention that the journey was horrible because a group of noisy youngsters laughing and shouting at night (midnight till 3 am) while people kept asking them politely for 3 hours to speak quietly because of late hours and tiredness. Such a disrespectful behaviour talking back rudely to the passengers. And again no help at all from the driver. At least we got to Kraków safety, such a memorable journey! Wroclaw airport should really retrain their staff in customer service and basic English if they want to serve properly passengers from all over the world. Sort to say, but it was such a bad experience!