Vueling Airlines Customer Service Issues

Hello, I am writing to address my recent experience with Vueling. A couple of weeks ago, I purchased a flight (RGM9JW) which I later had to cancel. I was told I would receive credit for the flight, but encountered issues with applying the credit on the website. After speaking with multiple colleagues at Vueling, I was assured a manager would contact me, but I never received a callback. When I tried to use the credit, I was informed that a full refund was being processed to my card without any prior notification. Subsequent calls to Vueling resulted in conflicting information regarding the refund status, causing frustration and confusion. I am now requesting a full refund and no longer wish to travel with Vueling due to the unprofessional treatment I have received and the ongoing miscommunication. I urge Vueling to promptly address this matter, as I am disappointed by the handling of my situation and the undue delay in resolving the issue. I expect a swift resolution, and if necessary, I am prepared to escalate this matter further if my concerns are not addressed promptly. Best regards, Ludmila

After my luggage was lost on the 18th of August on a Vueling flight from Madrid to Barcelona, it took them 10 days to return it to me. However, it arrived very dirty despite containing all my belongings. I've attempted to contact Vueling for a refund due to the terrible experience of traveling without my luggage. Unfortunately, the company's chatbot is malfunctioning, making it difficult to communicate my concerns. While their website mentions a refund can only be processed after 21 days or once the luggage is found, the status on the site hasn't been updated, preventing me from requesting a refund. I've reached out on Instagram and Facebook without any response. I'm hesitant to call their international phone line due to the high costs involved. Registration Number: GHRIKQ PIR: BCNVY50304 Name: I. Poliakov Email: [redacted]

Dear Sir, On the 16th of September, my Vueling flight, with flight number VY6617 and booking reference EB8JJF, was canceled. After being informed via email at the airport, we were given the option to either fly two days later or receive a refund. The email's wording was confusing and led us to believe that all bookings would be refunded if we chose the latter. Only after speaking with staff did we learn that only the today's outbound flight had been refunded. Consequently, we rebooked with a different carrier for the outbound flight and a new Vueling return flight. Now, we need assistance canceling the return flight booked for the 24th of September with booking reference LGLR4T and flight number VY6616. I am unable to find clear instructions on the website for canceling this flight, and I would appreciate speaking with a person rather than an automated system. Your help is greatly appreciated. Thank you, Emma Smith

Hello, I recently booked a flight for my mother-in-law on the 9th of October instead of the intended date of the 9th of September. Despite our mistake, the airport staff checked her in for the incorrect date and issued a confirmation for the 9th of September. Unfortunately, her luggage was lost, and we have been unable to determine its status. I have been trying to resolve this matter via phone calls but have not been successful. I am requesting a refund of €[redacted] and further details will be provided once we discuss the options over the phone. Additionally, I believe the staff member who checked her in should take responsibility for the ensuing events. I can be reached at [redacted]. I will be at work in the evening but available for a call after 3:30 pm tomorrow. Thank you, Rodrigo Neves.

Subject: Request for Full Refund Due to Cancelled Flight I am reaching out regarding the cancellation of my direct flight from LGW to AGP VY6617 (BA8107). Unfortunately, the process to request a refund has been quite challenging. The flight was initially delayed and then cancelled due to technical issues, leading to a chaotic situation where passengers were informed of the cancellation and directed to the baggage area to collect their belongings. It was conveyed that Vueling would offer an alternative flight, and those who chose not to accept it could request a full refund for the entire journey. Following the cancellation, I was provided with an alternative flight through an app suggested by airport staff. This new itinerary included flights from LGW to BCN (VY7831) and BCN to AGP (VY2123), resulting in a 9-hour layover in BCN, causing me to miss my original return flight. Despite numerous attempts on the Vueling website and app to request a refund, I encountered difficulties as my booking reference and email were not recognized, impeding the process. Contacting Vueling via phone also proved unhelpful as the automated menu system was unproductive in resolving my issue with the refund procedure. Fortunately, speaking to BA customer services shed some light on the situation. They were unaware of the cancellation and the alternative flight recommendation under my booking reference. The advice received was that in the event of a cancelled original flight and a refusal of the alternative, a full refund could be requested. I am now formally requesting a full refund for the entirety of my journey to Malaga and back. I have made every effort to navigate the refund process as instructed, and I trust Vueling will promptly address this situation by processing the refund accordingly. Please let me know if further information or my bank details are required for the refund procedure. Thank you for your attention to this matter. Warm regards, P. Roberts

I was unable to buy extra baggage online. My husband and I need to purchase a 23kg bag each for our upcoming flight. The website states that we can buy them for 13 euros each online, but it starts at 70 euros each at the airport. We've been trying to make the purchase since the weekend, but there doesn't seem to be an option to do so online. The notice says we can only add baggage at the airline check-in desk, which we know is more expensive. Is there a way for us to purchase the extra baggage online before we check in?

My family and I were scheduled for a flight from Barcelona to Birmingham last Sunday. I arrived at the airport on time and checked in our luggage by 10 a.m. However, a queue issue delayed us, and we reached the gate at 11:59, only to find it closed. With no assistance, we were instructed to retrieve our luggage at 6 p.m. The airport was chaotic, and we struggled to collect our belongings while arranging another flight. The experience was frustrating as my children became unwell due to the long wait and constant movement between queues. I am seeking a refund for the alternative flight to Gatwick, as Birmingham was unavailable, compensation for the inconvenience caused, and the return of my two remaining suitcases.

I am inquiring if it's possible to obtain copies of our boarding passes or a confirmation letter for the following flight details: Mrs. Helen Frew Mrs. Lynda Wrigglesworth Departure: London Gatwick to Rome Flight VU6229 on April 2, [redacted] at 09:30 We have been seeking compensation since April for what should have been Flight BA0548 from London Heathrow to Rome, originally scheduled to depart at 08:20 on April 2, [redacted]. The flight was changed on April 1, [redacted], at noon. We are now being asked for boarding passes, which we no longer have due to the time that has passed. Our friends, Mr. and Mrs. Mackay, received compensation around 6 weeks after applying. Despite numerous attempts to contact BA since April via email and a form submission, we have not received a response. I appreciate any information you can provide to assist me in communicating with BA. Thank you, H. Frew [redacted] Sent on September 23, [redacted] No response as of September 28, [redacted]

Me and my friends made a flight reservation with Vueling for September 28, [redacted], from France to Barcelona. We completed online check-in the night before our flight. However, upon arriving at the airport to drop off our luggage, we were informed that our booking was actually for November 23, [redacted]. Despite requesting assistance from the manager, we were directed to rebook online, with a limitation of checking in only 2 to 3 days in advance. The manager could not clarify how we had managed to check-in two months early. Following this, we did rebook another flight with Vueling for a different date. During our attempt to settle the initial problem, the manager canceled our new flight due to our documentation of the conversation about check-in requirements. The manager declined to provide a customer service contact for further clarification on the misinformation. Consequently, both original and new flights were charged and canceled, leaving us stranded in Paris and requiring us to seek a third flight with a different airline. The situation is completely unsatisfactory.

Hello, I traveled from Tenerife on 25/9 with booking number MYB [redacted]7B. It took 7 hours longer to get home than expected. No one can control the weather!! However, the information provided was very poor. When we arrived at the North airport to check in, they just told us to stand and wait. We had no idea what was happening until we finally found out we had to take a bus to the South airport, where we waited for almost 2 hours. Once at the airport, no one knew anything, they changed the gate 3 times. Finally, a staff member arrived and informed us in Spanish!!!! We, standing there, 95% Scandinavians, didn't understand anything. When we asked her to speak in English, she just walked away without returning. It's very unfortunate that such a nice trip should end like this. Can we possibly receive some form of compensation for this???? Best regards, Jeanette Anderberg.

Hej, Jag återvände från Teneriffa den 25/9/[redacted] med bokningsnummer: MYB[redacted]7B. Min upplevelse var inte bra på grund av dåligt väder som ingen kan styra över. Det som var särskilt dåligt var bristen på information. Vid flygplatsen fick vi instruktioner att samlas och vänta. Efter lång väntan fick vi reda på att vi skulle till södra flygplatsen utan att veta när flyget skulle avgå. Gate-ändringar skedde tre gånger utan tydlig kommunikation. Personalen pratade främst spanska trots att majoriteten av passagerarna var skandinaver. När vi anlände till Kastrup var vi försenade med 7 timmar till 22:30 istället för 15:15. Jag upplevde personalen som okunnig och oartig. Jag har kontaktat eBeach som hänvisade mig till er för kompensation. Tacksam för en återkoppling angående detta. Med vänliga hälsningar, Jeanette A.

I experienced a flight cancellation by Vueling in May for a June flight due to a schedule change. Unable to accommodate the new time as I was on the Camino Santiago trek and needed COVID testing, I opted for new tickets with another airline. Originally, I was to fly from Santiago, Spain to London on June 7, but given the circumstances, I rebooked a different route through Madrid back to the USA, continuing to Chicago and ending in Seattle. My travel insurance requires a reason for Vueling's change to cover the new flight cost. Despite contacting Vueling for months, they couldn't provide an explanation. Clarifying the reason is essential for insurance claims. The lack of transparency is concerning and frustrating.

Dear Lost and Found Office, I am reaching out regarding the loss of two bags under the names Wei Xuejun and Huang Yifei on flight VY8983 and VY1286 from Brussels to Belgrade via Barcelona on 9.24. The first leg of our journey experienced a delay, and we were the last to board. I suspect our luggage may have been left behind due to the tight connection. I visited Belgrade airport but had no luck finding our belongings. It has been a week, and I am getting anxious as one of the bags holds a precious family heirloom. I am determined to locate it and would appreciate any assistance you can provide. Best regards, Wei Xuejun

Dear Customer Service Team, I would like to bring to your attention the unfortunate experience I had with your airline recently. On September 29, my flight from Madrid to Florence was delayed, with conflicting information provided by your staff members at the information desk and gate. The lack of consistent and courteous communication left me feeling frustrated and unsure about the status of my flight. After receiving conflicting details, I decided to book alternative flights to ensure I reached my destination on time. I faced challenges in obtaining accurate information and support from your representatives, which led me to incur additional expenses. Despite my efforts to seek assistance from multiple airline staff members, I was unable to receive the necessary help. Due to the inconvenience caused by the unprofessional conduct of your employees, I am requesting a full refund for my original ticket and compensation for the expenses incurred while booking new flights. I trust that you will address this matter promptly and provide appropriate resolution. Thank you for your attention to this issue. Sincerely, [Initials]

Vueling canceled flight VY6105 from Rome to Barcelona on September 29, [redacted]. Despite their offer of a rescheduled flight and hotel accommodation, I needed to reach Barcelona urgently for my upcoming flights to Peru and the US on October 1st. I had pre-booked and paid for both Vueling tickets back on June 17, [redacted]. Due to the cancellation, I lost $[redacted] on an apartment in Barcelona, spent $[redacted].53 on two tickets to Madrid, $[redacted].75 on two train tickets, and $[redacted].10 on a reservation at Catalonia Plaza Mayor in Madrid. In total, the Vueling cancellation cost me $1,[redacted].38. I request a full refund from Vueling for the canceled service and reimbursement for all additional expenses incurred immediately.

Dear Lost and Found Office, I am providing detailed information to assist in locating my lost luggage. Two bags were lost at the same time under the names Wei Xuejun and Huang Yifei during our travels on 9.24. The flights involved were VY8983 and VY1286, from Brussels to Belgrade with a layover in Barcelona. Due to a delayed arrival in Barcelona, we rushed to board the plane, possibly resulting in our luggage being left behind. Despite searching at Belgrade airport with no success, it has been a week since the incident, and the urgency to retrieve the belongings is increasing. One of the bags contains a precious relic belonging to my father, of great sentimental value to my family. Your assistance in locating the lost luggage would be greatly appreciated. Sincerely, Wei Xuejun.

Subject: Reevaluation of Compensation Claim for Booking Code: HGRWQT Good afternoon, I realized that I may not have fully conveyed the extent of my inconvenience when claiming compensation. The flight I was scheduled on experienced a significant delay, prompting me to go to the departure lounge to purchase water as the gate was overcrowded with seated passengers. At the departure lounge, the cashier mentioned a six-hour delay, contradicting my research and the information displayed on the boards showing a delayed departure at 4:50. Upon returning to the gate after purchasing water, I was shocked to find out that the flight had already departed without any announcement or updates. Along with four other passengers, we were left behind. The airline informed us that the only available flight was to Cardiff the following day, making it impossible for me to take due to work commitments. Consequently, I had to arrange and pay [redacted] for a taxi to the eurostar. Although Vueling acknowledged fault and offered a complimentary seat on the next flight, I believe they should also reimburse the [redacted] for the eurostar since they failed to provide a suitable alternative. While I understand flight delays can occur, the additional expenses I incurred to reach my destination were substantial. Yours sincerely, H. Anderson

I made a mistake on my boarding pass with my name showing as Chris instead of Christopher. To correct it, I was charged [redacted] Euros. Customer service mentioned the correction could only be done after my flights. At check-in with Vueling, the fee to add just 6 letters surprised the agent. She attempted to help but couldn't fix it, suggesting I reach out to the company later. I have contacted them but haven't received a response yet regarding my issue.

I have reserved two roundtrip tickets from Athens to Barcelona. The outbound flight on 08.11.[redacted] includes "Space Plus" seats with a 10kg cabin bag. For the return on 16.11.[redacted], I booked the Basic Fare without seats but added "2 pieces in Cabin Service" for both of us at 9.50 EURO per person, totaling 19 EURO, included in the total of [redacted].76 EUR. 1. In the return flight, "2 pieces in Cabin Service" shows as "ADDED" in the booking. 2. The booking analysis mentions "2 Priority Boarding + underseat bag and cabin bag on board" per person, without detailing the 19 EURO cost paid for the service. 3. The email received states one flight allows only an underseat bag, contrary to the paid "2 pieces in Cabin Service." Kindly confirm that we will have the "2 pieces in Cabin Service" for our return flight. Thank you.

On September 27th, four of us were traveling from Barcelona to Seville on Vuelling Airlines. Two gate attendants informed us that we couldn't board without masks. When asked if they had masks, they said "No." Two friends went to search for masks while my husband, who has a heart condition, experienced symptoms. Luckily, we met a tourist from the USA who provided us with masks, allowing us to board. It was concerning that we could have been left behind over a mask. This experience struck me as unusual and lacking in humanity. It was approximately 9:45 or 10:45 at the time. I am sharing this to urge the airline to be more compassionate, especially since they rely on customers for their business.