I wouldn’t ordinarily write a review to complain about a poor customer experience, but I feel my experience is justifiable in this instance.
I was meant to be on a flight on the 19th September flying from Amsterdam to London Luton, whilst waiting at the boarding gate, the gate suddenly changed from ‘boarding delayed’ to ‘gate closed’. There was no announcement made as to why the flight was cancelled, nor was there anyone from Vueling Airlines to advise what this meant and what we needed to do next. This was the first time I had ever been on a flight that has been cancelled, so a little advice would have been appreciated.
After obtaining some advice from someone who worked in the airport (not a Vueling employee), we were advised what to do. I then passed this information onto the rest of the passengers sitting at the boarding gate still. During this time, I received an email from Vueling which was very reassuring and advised me to click a link to access my new flight details. Unsurprisingly the link didn’t work and no flight details appeared, at this point I thought ‘what customer communication programme does this company employ’ and more importantly ‘who approves this customer journey and deems it to be efficient’? Vueling state that efficiency is part of their DNA, from reading this I think they can now deem it’s NOT!
The employees at the Vueling airline desk had no information to provide the passengers as to why their flight was cancelled, I actually felt sorry for them as it was clear they were left to deal with something they had little knowledge about. We were provided our flight information (at least) which happened to be the next day and were advised we would need to come back to the airport then. So that resulted in me having to find accommodation to stay overnight, additional transfer costs and a telephone call to work to advise that I wouldn’t be back in the office when planned.
Based on my customer experience so far, I shouldn’t have expected much from your complaints and compensation process but I did. At the start it was really easy and your customer service team were extremely efficient, after submitting the required information I received an email on the 23rd October advising me that I will receive a transfer in the next couple of days. After not receiving my compensation I contacted the Vueling customer services team to query and they confirmed all transfers can take up to 28 days. Once again, your operational comms letters are incorrect, why advise this information when it’s not true?
After waiting 28 days I contacted Vueling customer services again and was advised that something was wrong with my complaint and I needed to submit some further information. I questioned why someone at Vueling didn’t contact me to discuss this and why I am hearing about it for the first time now and quiet honestly that agent couldn’t answer my question but could only apologies for their mistake. I provided all the relevant information and am now phoning the complaints handling team on a weekly basis to receive my refund as I have lost all trust in this process.
I feel on my behalf I have had to make a lot of effort for a mistake that I haven’t caused. And I’m quite shocked that you deem your customer journey and operational communications fit for purpose!