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“What a joke...”
Review of Bulgaria Air


Reviewed May 17, 2024

They cancelled two flights and when you try to contact them by phone nobody ever picks up - typical for Bulgarian institutions in general, their staff is probably on a 4 hour lunch break as usual. Then when you email they reply with impersonal useless info that's of no help. And that's the "national carrier"...

Date of travel: May 2024
1  Thank Michael G
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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3 - 7 of 1,037 reviews

Reviewed May 7, 2024

This happened to me more than a year ago but I am writing this now as I wanted to know how my legal case against Bulgaria Air would end.

In brief, they canceled my flight without letting me know. Worse, the previous night the flight was still announced on their website. I found out about the cancellation two hours before the flight at the airport. At the information desk, I was told the flight had been canceled "A LONG TIME AGO"!!

It took Bulgaria Air a pretty long time to pay me back my ticket. When I asked them about the due compensation, they did not bother to answer. I hired legal support who tried to reason with them. In vain. Bulgaria Air refused to pay up. Then, we took them to court. Almost a year passed by, and we won (Bulgaria Air lost, of course), and they finally paid the due compensation, which is nothing considering the hassle.

If you don't want that to happen to you, think twice before booking with them.

Date of travel: July 2023
1  Thank ferdamadr
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed April 17, 2024

We flew to Rome on one of their new Airbus A220 aircraft. The plane was comfortable with plenty of legroom, the flight was on time.

Date of travel: March 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • Value for money
    • Check-in and boarding
2  Thank Ogi0
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed March 13, 2024

"Worst company ever. My boyfriend and I bought round-trip tickets from Milan to Sofia and had a terrible experience. We traveled with our French Bulldog. Departing from Italy, we had no issues and arrived in Sofia smoothly. However, upon our return, during check-in, after all our luggage was processed, an airline employee approached us aggressively, demanding to weigh our dog.The dog weight 9 kg but , with his toys, food, and bag, weighing 12 kg a weight accepted for our outbound flight—but not for the return flight.She loudly proclaimed we couldn't travel with him due to his size.

Confused, we pointed out that we had flown with the same airline and dog just a week prior without any issues. She dismissively replied that the rules were the rules, and the dog was too heavy, refusing to let us speak to a manager and claiming she was the highest authority there. Her colleagues mocked us, suggesting we wait five days for a manager, clearly enjoying our distress.

We had previously paid to have our dog travel under the seat, but now they refused to let him fly and kept the money without offering any explanation or assistance. When my boyfriend, who speaks only English and Italian, tried to communicate, another employee rudely told us we are in Bulgaria and could only speak Bulgarian and says to him to get lost.

Throughout this ordeal, no one offered a solution, and the staff even concealed their badges, making it impossible to identify them for a formal complaint. They took copies of my documents.

In conclusion, this airline prevented us from flying, offered no solutions for our dog, refused to refund our money, and even mocked us. Based on my experience, I strongly advise against using this airline, as their ground staff's arbitrary decisions can significantly disrupt your travel plans."

Date of travel: March 2024
2  Thank Ina B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed February 22, 2024

I used the services of Bulgarian Air 21.02, flight Madrid-Sofia. The experience left me with extremely negative emotions, it was filled with a lot of stress, uncertainty and rude disrespect from the Bulgarian Air contact center staff. This is yet another similar experience expressed in a different format with this company; utterly oppressive and derogatory to the rights and welfare of every single customer. Brief Description:
I have purchased a ticket from Kiwi.com for the Gran Canaria, LAP - Sofia route. The connection is in Madrid, from where BA airline takes over. Kiwi has indicated that the check-in happens at the carrier, i.e. at BA. From the first moment the online check-in opens (24hrs) I have been trying to do it but my booking is not found on the BA website. Intending to check-in once I land in Madrid, as I assumed this was the reason - it can't open the next flight from the booking until the first one: LAP-MAD, has completed, I try again on arrival in Madrid to check-in online. Not happening. I have 2 hours until the next flight. The VA customer contact center keeps not picking me up, and I am in the transit area of the airport and have to move 2 hrs from one end of the domestic terminal to the other end, which takes about 1 hr logistically. After a long and extremely painful walk with heavy, hand luggage around the huge airport, looking for some kind of support, with no boarding pass and less than an hour until my flight, I finally manage to get through to the call centre. From there I am informed that the VA website says (not anywhere else) that there is NO online check-in for Madrid. I.e., I have to exit the duty-free area and re-enter using the full procedure. (I checked the website as well as Google to make sure I wasn't missing something - no such notice exists.) After explaining that this purely and simply cannot happen due to lack of time, the employee most rudely hung up on me, after which a period of prolonged not-answering followed again..
The airport staff tried to assist me in any way they could, but they too had no connection with the VA and told me that there was no way I could get out in 2 hours, check in again and get back to the gate. It all ended when the gate opened, me continuing to wait for my flight without a boarding pass and document, I did not ask the lady at the counter to back me up with a decision and she issued me a service note that replaced the check-in in question, which they had never done before.. I cannot describe the amount of intense stress and physical discomfort I experienced in that short period. As a consumer and a citizen with certain rights and position, I find this treatment highly unacceptable, to say the least, below any level of professionalism and competence. It pains me to once again discover that things are done through the fingers in our homeland, and what is left if you don't speak Bulgarian and even less know who to turn to (in this case the site's call center) for support - a great reputation for liquidating the already not-rich flow of tourists.
I leave this feedback here, filled with much sorrow, I hope it is taken into account and all the negative experiences so far serve to build a new, adequate system and approach.

Date of travel: February 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
2  Thank Darina D
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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