Vueling Airlines Customer Service Issues

To whom it may concern, On Sunday, July 8th, we traveled with Vueling from Paris to Barcelona and connected to Atlanta, then from Atlanta to Portland, Oregon, United States. We checked in 3 suitcases, but one suitcase never arrived, so it remains in Barcelona. We had to fly to Atlanta as the plane was departing. Upon arrival at Portland International Airport, we were advised to contact you directly regarding the missing bag. Here are some details we have that could help retrieve the suitcase to our destination. One of the two bags has the following tag number: 0 [redacted] VY [redacted] The other bag has the tag number: [redacted] VY189697 I have attached a photo of the baggage claim tag from the Vueling flight for your reference. Could you please confirm if it's possible to send the missing bag to Portland? The flight details are as follows: Barcelona to Atlanta, Flight [redacted] on Sunday, July 8th Atlanta to Portland, Flight [redacted] by Delta Airlines I kindly request guidance on the necessary steps to take as soon as possible, as the bag contains essential items and clothing needed. For any inquiries, please feel free to contact me at my US number [redacted]. [redacted]. My home address is [redacted] SW Regency Pl, Portland, OR [redacted]. Thank you in advance for your assistance. Sincerely, Rosa Mireille Suarez

I was involuntarily denied boarding on flight VY [redacted] (IB [redacted]) from Paris Orly to Roma on June 23. I had to take the VY [redacted] flight the next day. I am seeking the EU-mandated compensation of [redacted] euros that Vueling assured would be credited to my account within a week but has not happened in two weeks. I also request additional compensation for the mistreatment I faced from Vueling staff. After being delayed for over 2 hours without information or assistance, I was left outside Orly airport till midnight, then taken to a hotel with no space, and shifted again after an hour. Vueling staff made me return to the airport at 4 AM for the 6:40 AM flight, threatening to bump me if I refused. I had to pay 10 euros for an Uber due to a promised drop-off not being available at the hotel.

Dear Customer Service, Regarding my trip from Brussels to Barcelona with [redacted] (3 passengers), we arrived at the airport before 10 o'clock and were informed that our flight VY8993 was cancelled on June 30, [redacted]. We received an email from Gotogate stating we may be entitled to compensation of up to 162EUR for the cancellation. They advised us to submit a claim directly to the airline. Could you please explain the reason for the cancellation and provide evidence if it falls under extraordinary circumstances as defined in EC261/[redacted]? If not, I request prompt payment of the compensation as per EC261/[redacted]. I can provide my IBAN details for this purpose. I am aware that other flights operated on the same day from BRU, including a Ryanair flight to BCN. Your cooperation in resolving this matter is appreciated. I hope we can reach a satisfactory resolution through communication with your customer service team without involving enforcement bodies. If I do not receive a substantive response within 14 days, I may escalate this issue to the relevant enforcement authorities. Thank you for your assistance. Best regards, L. Chen (Contact Email: [redacted]) C. Huang J. Huang

Dear Vueling team, I am reaching out to inquire about the flight cancellation policies for claiming "flight delay compensation" in accordance with EC Regulation [redacted]/[redacted]. On Sunday, July 8th, I arrived at Madrid airport, completed my check-in at the Vueling counter, went through security, and waited at the gate for my flight. Throughout this time, I had been monitoring the flight status, which was confirmed as scheduled. However, less than an hour before departure, the monitor displayed "Canceled" with no explanation. I spent over an hour in line to speak with a Vueling representative who offered me two choices: an alternative flight on Monday, July 9th, or a refund and compensation. I explained the urgency of reaching my destination the same day due to work commitments. After contacting Vueling customer service, they processed the refund (reference number: [SR_Number: 1-[redacted]5]) but instructed me to fill out a form on the Vueling website for compensation. Per EC Regulation [redacted]/[redacted], I am seeking a [redacted] Euro compensation for this disruption on my intra-Community flight of approximately [redacted] to [redacted] km to Nuremberg, Germany, with a connection flight in Barcelona. The flight affected was VY [redacted] from Barcelona to Nuremberg (NUE). Due to this situation, I had to purchase an alternative seat with another airline and endure a 7-hour train journey in Germany to finally reach my intended destination in Nuremberg. It was a distressing experience.

Dear Vueling Team, I am reaching out regarding flight cancellation policies to claim "flight delay compensation" as per EC Regulation [redacted]/[redacted]. On Sunday, July 8th, I arrived at Madrid airport, checked in at the Vueling counter, passed through security, and waited at the gate for my flight (VY [redacted]). Shortly before departure, the monitor showed the flight as canceled without providing a reason. After queuing for over an hour, a Vueling agent offered me only two options: an alternative flight the next day (Monday, July 9th) or a refund and compensation. Due to work commitments, I needed to reach my destination the same day and therefore requested a refund and compensation. While Vueling processed the refund (reference number: [SR_Number: 1-[redacted]5]), they directed me to fill out a form on their website for compensation. Per your policy and EC Regulation [redacted]/[redacted], I am seeking a [redacted] Euro compensation for my intra-Community flight between [redacted] and [redacted] km to Nuremberg, Germany, with a connection through Barcelona (flight # VY [redacted]). Thank you.

Dear Sirs, I am writing to request a refund for my flight from Florence to Amsterdam with reservation reference number UYJNVC. The flight was supposed to be VY6814 on 29/06/[redacted] departing at [redacted] and arriving at [redacted]. The flight was initially delayed but later canceled due to various reasons mentioned by the airline. Vueling rescheduled our flight more than 48 hours later, departing from Milan on Sunday, 01/07/[redacted] at [redacted], with the return flight the next day, allowing us less than 2 hours in Amsterdam. Due to the cancellation, we were unable to cancel our hotel reservation at Conscious Hotel Museum Square. According to Vueling's passenger rights policy, we should receive a refund of the initial plane fare, [redacted] euros per passenger as compensation, and a refund for the unused hotel night in Amsterdam, totaling [redacted].92 euros for three nights. I kindly ask for a prompt response and the refund of the mentioned amounts. Sincerely, Deborah Summers

Good morning, Yesterday, our family flew from Ibiza to Paris Charles de Gaulle on Vueling flight VY8175. Unfortunately, my husband left his wallet on board the plane which had his credit cards, approximately [redacted] Euros in cash, and his driving license in it. Upon realizing the mistake, we promptly informed the Vueling staff at the airport, only 10 minutes after disembarking at baggage control. The staff member we dealt with was unprofessional and unhelpful, claiming the plane had already departed back to Ibiza when she contacted her supervisor. Despite our insistence, the supervisor was unavailable and provided no assistance besides mentioning her workload. As a family of two adults and four children now stranded in Paris without money or cards, we urgently seek your help. Here are the details you may need: Booking Code: MF29QQ Passenger Names: Ran Blau Fay Salama Binyamin Blau Maayan Blau Yonatan Blau Yasmine Blau Flight VY8175 from Ibiza to Paris CDG, Row 6. Booking Email: [redacted] We would greatly appreciate your prompt assistance. Please reach out if more information is required. Kindly acknowledge the receipt of this email. Best regards, Fay Salama

I recently had a poor flight experience that I would like to address. On July 19, during Vueling flight [redacted] from Barcelona to Lisbon, there were concerning incidents that occurred. Firstly, passengers with toy guns were allowed to board, which I found inappropriate and raised with the gate agent to no avail. Following takeoff, a disruptive passenger under the influence caused discomfort to myself and others, yet the situation was not managed by the flight crew. This was my fourth flight with Vueling in just 8 days and the overall quality was disappointing. I intend to share this experience publicly and seek appropriate compensation or a refund for this unsettling journey before considering future flights with this airline.

On Saturday, the 21st, I faced a safety issue with your plane, which resulted in me not being able to fly. I provided my contact information and waited for resolution. On Sunday, I received one ticket for a flight and was informed to collect the second one in Spain, but upon arrival, there was no record of the ticket and no attempt by the staff to resolve the issue. This caused significant delays, troubles, and financial losses for me. I have tried contacting different numbers to no avail and ended up stranded in various places due to the mishap. I am seeking a way to escalate this issue to management as I believe it could have been avoided with proper handling. What was supposed to be a 13-hour journey turned into nearly two days due to the lack of a resolution. My confirmation number is F5F54L. I am hoping for a prompt response.

Flat 12, 29 Clarke House Atlas Way, Milton Keynes, MK10 9SG 23/07/[redacted] Dear Sir/Madam, Reference: Vueling Airlines/ VY7823/09:45 I am contacting you regarding the mentioned flight. The flight was scheduled to depart from London Gatwick Airport at 09:45 and land at Barcelona International Airport at 12:50, but it was delayed causing a delay of 4 or more hours. As per the EU Denied Boarding Regulation [redacted]/[redacted] and subsequent European Court of Justice decisions, I am eligible for compensation of €[redacted] per passenger for this 1110km flight. I am requesting compensation for the 2 passengers included in my booking. Kindly process this payment within the next 21 days from the date of this letter.

I flew from Beirut to Barcelona on Vueling Airlines flight number [redacted] on July 30, [redacted], at 5:00 AM. I had 3 bags checked to Barcelona with the following numbers: 0000XH [redacted], [redacted], and [redacted]. On my way to San Angelo (SJT) via American Airlines, I was denied access to baggage claim due to a visa issue. American Airlines assured me they would take care of the bags as I boarded flight AA [redacted]. Unfortunately, my bags did not make it to San Angelo, and American Airlines has no record of them leaving Barcelona. I am seeking assistance in locating my bags and arranging for them to be sent to San Angelo. Thank you, Aiman M.

On Sunday, June 17, my friend and I were scheduled on Flight VY [redacted] departing from Rome at 02:40 PM. Upon arrival for check-in, we were informed of a strike resulting in the cancellation of our flight. We were then directed to Air France, who could only accommodate us on Tuesday. Alternatively, the Italians offered a Business class option for $1,[redacted]. Opting to take a 12-hour train instead, we seek reimbursement for the unused flight, the train fare, or a formal letter from Vueling confirming the flight cancellation. Sincerely, Harriett A. Fernstrom Zyg D.

Subject: Unsatisfactory Handling of Cancelled Flight Dear Customer Service, I am writing to address the terrible experience I had due to a cancelled flight. I have followed the claim process on your website and submitted all necessary flight and bank details, but have not received any response or apology. The flight was continuously delayed and ultimately cancelled in the early hours of the morning, leaving me stranded at the airport without proper assistance. Despite the disruptive situation, Vueling staff displayed unprofessional behavior, refusing to communicate effectively and neglecting to provide adequate information or accommodations. After being stranded at the airport overnight, we were only offered a bottle of water and had to endure an 8-hour bus journey as an alternative. This entire experience has been extremely distressing, and I expect to receive compensation for the additional expenses incurred, including the luxury hotel booking in Barcelona that I was unable to utilize. I have made numerous attempts to reach out for assistance, but all my inquiries have been met with automated responses. I am requesting a prompt and personal resolution to this matter. Sincerely, Maisy H.

Hello, I will be flying with your airline for the first part of my trip accompanied by my ESA service dog. I require confirmation and approval for this. The airline confirmation booking is Q2GD7L. The travelers are Nataliya Vyacheslavovna Herries and Martin Stephen Willis. The first leg of the flight will be #[redacted] (operated by Vueling Airlines) departing on Thu, Sep 06, [redacted], from Vienna, Austria at 11:00 AM. I made the booking through Iberia Airlines, and I already have approval for my ESA dog from them. My dog is a small pet weighing 3.5 kg, and I possess all the necessary certificates, ESA doctor's letter, and an appropriate flight carrier for him. Kindly inform me if any forms need to be filled out and where to obtain them. Thank you for your assistance. - Nataliya Herries

Hello, I would like to discuss a ticket I purchased for my au pair, Laura Michelle Sanchez Martinez. The reservation number is K8KI9S. Unfortunately, 10 days before the flight, she had to cancel her trip due to health reasons. Initially, she promised to reimburse me the £[redacted] I paid for her ticket, but now she is not responding to my messages. I doubt she will provide medical records to support my claim. Her cancellation has created significant childcare and financial challenges for me. I forwarded the reservation to her email on the day of purchase, July 27, [redacted]. I am seeking advice on possible refunds or the option to change the name on the ticket to another individual. Any assistance you can provide would be greatly appreciated. Thank you, Sigita Catherall

Upon arriving at the airport well ahead of our flight, we relied on both the flight information boards and the website link you provided to stay informed about the delayed departure, caused by bad weather. Despite confirmation on both platforms that the flight was rescheduled for 21:11, we were astonished to find a different board showing the gate as closed just before 8 pm. This conflicting information led to us missing the flight, along with other passengers facing the same confusion. Although we managed to catch the next flight, the delay was significant, and our luggage was misplaced. The discrepancies between the boards, website, and announcements were disappointing, and we are seeking full compensation for the return journey and the lost luggage.

Please help, our luggage went missing on our flight from Bilbao to Barcelona on 8/19. It has been located and returned to us in New York, though unfortunately, our mini iPad was missing from the suitcase. I have tried to report this on the airline's website, but keep receiving an error message. I want to ensure the theft is officially reported. If found, please return it to Bonnie Boltax at [redacted] Oxford Blvd., Great Neck, NY [redacted]. Kindly contact me via email. Thank you.

I recently booked a flight for two people from Barcelona to Luton on 10/9. The flight time got changed, and the only mention of the arrival airport switch was from Barcelona to London Gatwick instead of Luton. Unfortunately, we only noticed the change when filling out passport details yesterday. The phone number provided in the email was unreachable from the UK, but my Spanish daughter-in-law managed to get through. Despite our request, the airline refused to adjust the flight timing. Now we are concerned about arriving late and having to take transportation at night, which makes us anxious. We would have been willing to take an earlier flight if offered. I am worried about the lack of clarity in communication about such crucial details like the change in arrival airport. If Gatwick had been clearly stated, we wouldn't be facing this issue. I hope the airline can improve its communication methods for future passengers.

Hello, I am Inwoo Yoo from South Korea. I took a flight from Santorini to Barcelona on September 2nd, Sunday (VY2591). Unfortunately, my luggage is missing in Barcelona. I was informed it would be sent within 24 hours, but it has not arrived yet. I urgently need my luggage as it contains all my belongings, and I am facing significant challenges without it. I have not been able to enjoy my trip at all due to this situation. My bag is a gray soft bag with the letters "KILI" on the outer surface, and there is a green scarf attached to the handle. I will provide a photo to assist you. During my stay, I was at the "No Limit Hostel Central" located at Carrer del Consell de Cent, [redacted], [redacted] Barcelona, with the phone number [redacted] 50 68 46. Please respond to this email promptly with an update regarding my lost luggage situation. You can reach me at "[redacted]" or "[redacted]". Thank you.

My reservation code is AY3VKM. In summary, I had planned my trip from September 6 to September 20 from St. Petersburg to Barcelona and back. Upon arrival at the airport on September 6 for our 05:00 flight, we discovered that Vueling had rescheduled our flights to September 5 - 21. Despite trying to contact them, we were unable to reach anyone for assistance. Consequently, we had to purchase last-minute tickets from another airline to salvage our vacation plans. I have two inquiries: 1) What compensation am I entitled to under the Terms of Agreement and EU Passenger rights for this situation? I missed an email in July, which ended up in my junk folder, notifying me of the change. There were no attempts to call or text me for confirmation of this alteration. 2) If we choose to use the return flight, is it still valid since we missed the outbound flight and had to purchase new tickets? Thank you, C. R.