I booked a flight for three people with the idea that if one of us decides to not go on the trip due to COVID-19 situation, that person would be able to rebook and not lose any money. Two weeks before the flight, I tried to rebook the flight for one of the three person and realized that it is not possible, although this was not written anywhere on the Eurowings site. I wrote two e-mails to the customer service, but did not receive any response yet. Furthermore, I had to check in that person on all our flights, although he did not travel with us. Given that we were not informed about this, I believe that this is fully Eurowings' responsibility! Second issue we had was on our flight back, from Cologne to Berlin (flight number EW972). Although on our previous 3 flight we were allowed to bring our small backpacks alongside our hand luggage, on this flight it was not allowed for the basic fare. The stated reason was that our flight was "heavily booked" so there was no place for the hand luggage of the people with the basic fare. However, the boarding crew mentioned that to us just before we were about to board the plane although they had plenty of time to do that beforehand and they actually had a guy that checked boarding passes of people standing in line in order to tell them to pack their small bags into the hand luggage or pay a 45 euro fee for an extra bag. When they told us that, they were very rude and started hurrying us to repack or pay because the flight needed to begin and the boarding was already late for some reason (also not our fault). We also could not take our hand luggage to the plane with us and was put into the aircraft hold. When we entered the plane, we saw that there was plenty of space for both our hand luggage and our small backpacks :/ Furthermore, when we left the plane, nobody at the plane told us where to pick up our luggage so I had to ask airport personnel to find out that it was sent to the belts with other checked in luggage. After the flight, I filled in the Eurowings review form but with a 160 character limit you can't really say that much. I would e-mail the customer service but given that they still haven't answered my first query, I am doubtful they will answer this one. So basically this means that you can't complain to them for a lousy service unless you wan't to pay for a call to their German call-center which is quite inconvenient if you do not live in Germany!
My flight back to the UK via Dusseldorf was under threat for the last two weeks and on Thursday 13 August I received confirmation of the cancellation of this flight. In their confirmatory email to my request for a refund they said I would be paid immediately and.....unlike British airline companies that is exactly what they did. I received the full and accurate refund today i.e. within 48 hours. Eurowings are to be highly commended for this proper customer service and others could learn from them and I shall certainly be using them whenever possible in the future.
We were treated so unfairly and inhuman based on my background, and when I tried to get some justice from the company they ended the phone on me. I missed the flight and left alone with three kids in the airport because my voice was loud base on one staff’s personal judgment. She said “ you are dangerous because your spoke to me with loud voice” . Even police couldn’t help us as this was between me and Eurowings!
On most airlines an additional small bag (laptop etc) is allowed to stow under the seat in front. But not with Eurowings. Also very restrictive with the smallest oversize of hand luggage.
Terrible customer service, terrible flight - this company treat their customers like cattle. 1) I was charged 45 Euros for a bag that was within the allowed limit! Absolutely shocking. I saw an older man get on board with 2 bags with no problems. They preyed on me because I am a younger girl. 2) During coronavirus times (August 2020) they pack their customers into the plane like cattle - it is absolutely shocking. We are sat 5cm away from one another and there is no regard to their customers / public health rules and guidance. All other airlines are allowing one space in the middle seat to ensure the health of their passengers. Not Eurowings - all they care about is their profit margin!!! WARNING: do not fly with Eurowings - even if they are the cheapest airline and even if there are no other options to the location you need to go to. It’s better just staying at home and not stressing yourself out / incurring random extra charges just because they feel like preying on you. WORST airline experience ever. Avoid avoid avoid.
TERRIBLE CUSTOMER SERVICE! Ref: B6M12V Eurowings ref - XD2KVJ Kiwi.com ref - L8J8PF J7ZY2V Flight No: EW149 On the 10th August, 2018 I booked some return tickets (travel dates 17.08.18 – 28.08.18) to travel to Montego Bay, Jamaica via Eurowings and Kiwi.com. The return tickets were through the merchant kiwi.com for Eurowings and Wizzair; however, I realised that the dates on the booking for the return tickets were incorrect. I tried to rectify this with Kiwi but instead received automated emails, stating the matter will be resolved. I then, rang Eurowings thrice on the 10th August to enquire about the tickets booked for the 29th of September but your agent could not find any tickets booked for my party except those for the 17th August. I was advised to book return tickets and once booking came up your company would refund or reissue one of the bookings. I proceed to book return tickets for the 28th of August (Ref- B6M15V). I rang again on the 11th August but there was still no bookings for me. Finally, around the 29th August, your agent found the booking. She stated that they were waiting for Kiwi.com to advise them on what to do next and that I should contact the merchant. I have sent numerous emails to which I have received an automated response; but is yet to get the matter resolved I am pleading for your assistance with this matter I have to pay back £1747 to my credit card company for unused tickets
The worst onboarding experience in my life. The crew were like falcons going from one passenger to another, just checking what can they charge more. When a passenger had to pay for the extra bag, they wanted to charge his wife 45 eur for a purse, when complaining (for obvious reasons) the eurowings threatened to call the police on him Horable. I'm a frequent traveled and it's my last time flying with them and even if they are cheapest ever.
Eurowings being part of Lufthansa group you would expect customer service, unfortunately this is not the case far from it which is a shame not only on Eurowings but also on Lufthansa which prides itself on excellence. Having booked a flight to Nürnberg I got another flight to Hamburg and the conception flight was annulliert. Trying to er a refund is impossible as one can not get in contact with them and completing 4 Kontakt Formulars out all you get is a confirmation that they received it but 8 weeks later I had no resolve to any of them. I do not want a voucher and I don’t want to fly somewhere hundreds of kilometres away from my original destination. Having proposed to get me a flight with Lufthansa, being part of lufthansa group to Frankfurt or Munich this I never was offered nor did I had a response. Charging customer for calls that never answered, having held for more than 50min again is a disgrace to the group and not to have an e mail address to write to is showing that no one in this group gives a f... about heir customer. I still hope to get my money back one way however I do hope that this airline is not longer operating and that Lufthansa group will make sure of this as it is reflecting very bad on the group, if they care that is. Mit freundlichen Grüßen George Müller
My very first return flight after six months, 35 years travelling for business The day before flew OS to Hamburg, with my colleague. Windows and Aisle seat No one in the middle. As it should be. Not for Eurowings, evidently. We seated in row 4, window and aisle. Almost at the end of boarding came another passenger with his seat in the middle. Feeling not comfortable.. what else? you are getting constantly brainwashed about distance 1 or 1,5 or even 2 meters, wear mask, etc.. and you have a perfect unknown people sitting 10 inches from you? the airline will declare the air is changed every 3 minutes bla bla... So went to flight assistant telling her I was uncomfortable to have somebody directly beside me. she said plane was pretty much full, I should wait till end of boarding. Looked at row 1 to 3. Empty. Asked whether could be sitting there, she said those are for upper class passengers... I could have accepted her statement BEFORE Corona. not now, not in these dire times. Seems that EW hasn't lost the attitude of low cost airline. They have not made special training to their personnel how to handle such cases. We are still human luggage to bring point to point. They indeed offer the possibility on their website to block for a fee the seat. But who's gonna visit their website and see that? why EW does not put this option once you check-in? Luckily got the whole row 18 (Alpha, Bravo, Charlie) empty and seat there, slept whole flight to de-compress the tension. Having a whole row empty and other rows well packed means that no changes to the computer seating system has been performed. Keep those cost low as well? Definitely a very very unpleasant flight. Farewell, EW, you won't see me any longer on board your flights. Star Alliance should consider if it's still worth having you as member.
We walked up to the counter to check in some bags, we had a new born baby a lot of bags baby items. The Check in Staff '@Merve' was amazing and so helpful. Sometimes people that are nice and helpful and do the right think do not always get the recognition, but the least that i could do is mention it when you receive great customer service, it also goes for the other staff in the plane. I will be flying many more times with Euro Wings because of this.
Budapest to Stuttgart. They just schedule a flight, wait for customers to pay the ticket and my flight for 31 July canceled without any reason. I just booked the ticket a couple weeks before when the situation is same as now. So they schedule flights for ticket money.
Absolutely impossible to contact them. I got a flight change update 48 hours before departure an additional confirmation 24h before departure and a cancellation 2 days after the actual departure date! The whole operation is an absolute mess. They are not available at all even after multiple calls waiting over 40 minutes and writing more than 20 mails. I know it is busy due to corona but after 3 months there is no excuse anymore. If there is some change by them or some need for support you are in for a horror story. I would advise to avoid when possible!
They told me my flight was cancelled, only to find out that it wast. Even though i specifically checked twice with them over phone to make sure the flight is canceled. 1 month later, no money, no return. Spent almost the same on trying to call them without any success. No replies
They have lost my luggage,I had to stay one week without any clothes,luckily I had money to buy others,the customer service is sh,it ,never take this company again,it is horrible,They don't even know where my luggage is.Try to get compensation,they tell u write on a web page what you had in the luggage,surprise,the web page does not work.Totally rubbish company.
Worst customer service ever! Three months ago, during coronavirus breakthrough in Europe I had booked a flight from Edinburgh to Dusseldorf. I planned to stay in Dusseldorf for few days until I found a flight to Greece. When it was boarding time, staff asked me and some other people to wait and explained us that there was made an announcement by the German government *half an hour ago* which did not allow non german citizens to enter the country. So I was left back. I tried to find the relevant announcement and there is no record of it. Two days later a friend of mine, non german flew with eurowings from Ediburgh to Cologne. I have tried conteacted them since and they haven't given me any answer or at least an apology. When I called their call centre, they told me that there is no official record from Edinburgh Airport regarding the reason I was not allowed to board on the plane. This basically means that they are not accountable for their actions nevertheless they don't care for their customers. Sure it's a crisis. But it affects ALL of us and not just companies'revenues.
I bought a flight from Cagliari and after 2 days they changed the airport with another (Olbia) 300km away from the first one. After 10 days the flight has been cancelled, I called the customer service and they speak only german, I texted them more than almost 10 times but they never replied.
Absolutely the worst airline I have flown with, first of all THEY loose my ski equipmentbag. On the way back the plane is delayed over an hour and Im 2 minutes away from not making it to the connecting Eurowings-flight they refuse hold. Customer service is useless and use every method to delay your refund-case. In this case it takes 10 calls and 4 emails to even get the lost bag back to me 20 days later, and when i get the bag it is ruined. 10 emails and 6 calls later they refuse to pay for it, and also refuse to pay for the necessery hire-gear i needed when on my trip - Even though I was let known hire necessary ski gear on their cost since they lost my gear. The process is further delayed since the customer service never answers and it takes me 6 MONTHS, after contacting the ECC atorneys to get them my 550 Euro back. Funny, I got the cash yesterday and is not even in the correct daily-currency. Its about 30 euro less. It says it all, they take the price for cheapest and worst airline. I STRONGLY disrecommend.
Poor and bad customer service, ugly flight attendants. It seems cheap but it's finally more expensive than other airlines whcih are much better.
I have booked one way from Edinburgh to Thessaloniki via Cologne with Eurowings for 02/07/2020 They have sent a cancellation email on 9/6/2020. No reason, nothing. However, they are still advertising the flights on skyscanner 😊 this time for waaay more expensive!!!!!!!!!!! (See attached photos) I have emailed them 3 times and they haven't even bothered to reply back. Eurowings is not contactable, does not answer any emais or telephone!! They are much worse than Ryanair and I have paid already a lot of extra money for International -waiting on the line- phone rates. AVOID AT ALL COSTS
Flight was annulliert 2 weeks bei eurowings before departure, It was a return flight. We had to find our own alternative way back . Since then ,Eurowings is not contactable ,does not answer email nor telephone calls. They just not pick up. the phone. At least disconnect your tel number so that people not incur international phone rate. Makes you feel helpless. It is open street robbery