Dear Sir*Madam,*Ref: UBT*US flight from FCO to ORY*I wanted to bring to your attention...
GetHuman-dimpleng's customer service issue with Vueling Airlines from November 2019
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The issue in GetHuman-dimpleng's own words
Dear Sir*Madam,*Ref: UBT*US flight from FCO to ORY*I wanted to bring to your attention the appalling and discriminating behaviour of the Vueling airlines staff at the Rome FCO airport and the inconvenience it has caused to me, my husband and our Old parents.*On *th November ****, we were travelling from Rome FCO to Paris ORY and we booked our flights with Vueling airlines (Ref: UBT*US) as our friends informed us that Vueling is one of the reputed airlines within the sector. But our experience turned out to be a complete nightmare for us. When we arrived at the airport I checked with staff standing inside the Vueling airline Premium check in counter. The two gentlemen present discussed amongst each other and one of them informed me that I will be allowed to check in my luggage only after *.** pm. Based on which I had been standing there for a long time waiting for the baggage drop to happen. Just mins prior to *.** pm the staff informed me that the baggage counter will now close at *.**p.m and I need to immediately drop my bags. When I started loading my luggage the lady staff on the counter was so rude and biased and said I cannot check in now as the flight has closed the doors. I told her my flight is at *pm and we had time and I explained to her that I had been waiting here for so long and the staff told me I could not drop bags before *.** p.m but I was shocked with the racist and discriminating behaviour I have experienced from her. We were tourists in Rome and relied on the information being passed on to us by the airline staff and we requested our luggage to be dropped in so we could board our flights as our further plans would be disrupted but the staff was just too discourteous and did not display any empathy towards our situation and towards the age of my parents. My Dad is **, has knee issues and does have trouble walking fast and couldn’t rush and my mother is ** too and they had to suffer at the airport. *The staff were repeatedly talking in some local language (maybe Italian) and we repeatedly requested that they talk in English as we were not able to understand the communication but all our requests were completely ignored, This level of victimizing behaviour was just too disrespectful and unprofessional for any airline staff to have displayed to international tourists or to anyone. *I was later told by another Vueling staff that I need to rebook new tickets at the ticket counter. When me and my husband rushed to the ticket counter we were told at first we need to pay additional *** Euro per person to change the flight to * pm on the day. We had already paid ***.** EUR and now we felt cheated and helpless in an unknown place surrounded by unhelpful staff* as we had to pay additional cost for someone else’s negligence and for the time delay being caused by the airlines staff. *As the rebook amount was quite high we discussed and when we went back to the ticket counter in couple of minutes and requested if the situation can be relooked and now we were told that there were no seats available in the *pm flight. We either had to fly via Barcelona and stay overnight arriving Paris next day morning or the next direct flight available was next day morning. This left me in a helpless zone as I had no options left for me to choose and I had to look at my parents too. *Despite of paying for quality customer service, we were being bounced back and forth from one staff to another so we decided to discuss this whole situation with the Vueling supervisor and to our relief we at least got to talk to an empathetic person who could understand the situation. The supervisor informed she will be discussing this and let us know what can be done. Now we were sitting stranded at the airport as we now not only had no place to stay In Rome but also had to reconsider all other bookings and reservations in Paris. After sometime the supervisor assured us that she has discussed the situation with her authorities and informed that we can rebook the flights with Vueling and email the customer care and request for a refund which will be processed considering the situation. *This assurance gave me and my husband some relief as we had already paid a hue amount for this particular flight that we not allowed to board and hotel reservation in Paris and it cost us additional ***.** euros to rebook the flights ref I*QPNV with Vueling and hotel bookings in Rome and Paris again. But left with no choice we had to make immediate hotel bookings for a night in Rome and book flights for next day morning *am. We were sitting at the airport for almost * hours by now, my parents had not eaten anything and the staff’s behaviour and the whole situation was causing them not only physical but also emotional and mental stress that is not acceptable for any customer to go through, especially the senior citizens. *We rebooked our flights with Vueling next day morning on *th November I*QPNV at * a.m so we could avail our refund on booking Ref: UBT*US as I had no choice now. We were already under so much stress and then we spent a restless night in the lieu of waking up early at *am so we could be at the airport early so that the staff does not have any reason for not letting us board this time. My mother was so scared with the tone and racist behaviour of the staff that she could not sleep all night worrying about what if the staff we would have to deal with in the morning behaves the same way. *To me as a tourist coming to a new country and experiencing such impolite, racist and discriminating behaviour and unprofessional customer service from a reputed airline has left a very negative remembrance on my trip. And my parents having to suffer and the impact it has left on them is concerning. However amongst all this, the reassurance for refund from the Vueling Supervisor has been my ray of hope.*I wanted to bring this whole situation to your attention and would like to request you to please look into the matter and refund me the amount I had paid on the flight booking UBT*US.*Waiting to hear from you Vueling on a quick and positive response.*Many thanks,*Dimple Gandhi*Contact *************Wats app (*** ** *******)
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Nov 18th, 2019 7:09pm
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