We had a terrible experience and spent hours, actually 24, trying track down someone to help. I actually had to send a public tweet to them before they responded. I’m still waiting to hear how they will help us. We had to file six claims (one for each family member.) Here is what I sent them:
Brosandi vélar en oft geta farþegar Wow Air ekki sagt það sama.
WOW Air,
This is the most horrific travel experience we have ever had. It started at BWI on June 25 when we were told that our flight leaving Baltimore was going to be 2.5 hours late. When we checked in at the airport we ( and others in line going to Iceland) were told that our connecting flights would be waiting for us. This was flight WW118. On board we were assured two times that our connecting flights would be waiting.
Once we arrived in Keflavik we exited the plain with many others and no one was there to greet us or direct us to our connecting flights. We wandered around aimlessly and found ourselves (and our four children) at a WOW Airlines counter with no employee. With what we believed was only one hour to connect, we, and many, many other people going to Berlin, Copenhagen, and Frankfurt just waited in a line with no one to help. An hour passed.
Next a few employees showed up saying that they represented WOW Air and tried to help but could answer very little only to say that all our our connecting flights had in fact left. A woman began handing out boarding passes to those flying to either Copenhagen or Frankfurt, I’m not sure which. Those of us flying to Berlin were told that we’d have to fly to Paris and the there would be a connecting flight to take us to Berlin. She refused to indicate when that flight to Berlin would be.
We were told to, „hurry, the plane is leaving.“ We had to find our way to the gate and navigate through hundreds of people, again, with four children, to push our way to the Paris flight gate. We did not have proper boarding passes but had HANDWRITTEN SEAT NUMBERS on our passes meant for the Berlin flights! Isn’t this a gross breach of security?
We were put on a bus, driven to a plane, then boarded in the rain, a flight to Paris. Once we exited the plane in Paris, the same group of people meant to go to Berlin were gathered together. The gate agent had no knowledge whatsoever of our predicament. In 4 hours NO ONE had informed Paris that we were coming. We had no legitimate boarding passes, the only proof was that we had all just exited the plane.
As I type this I am getting angrier and angrier that anyone should have to experience this horrific service.
We were shuffled around the told to, „run, hurry, the flight to,Berlin on Air France is leaving.“ We ran, a group of about ten, back and forth for 15 minutes, being constantly redirected because we were lost, only to end up at an Air France counter, have boarding passes quickly printed, and be told that it was most likely we would miss the flight. The agent at the Air France desk told all of us that they had „no record of any luggage“ for any of us.
We ran to security, I was frisked because of the underwire in my bra, and we sprinted, dripping in sweat, with four children, to the gate. The line to get in was extremely long and we went to the counter only to be told that we were on standby. After everyone boarded, way past the departure time, we were allowed on the plane, all in separate seats.
Once we arrived in Berlin, at Tagel airport, we realized that our original flight was meant to land in Schonefeld. Our baggage was not there and we had no way to file a claim as WOW Air does not fly into Tagel!
We tried to file a claim in the lost baggage area but our flight number was not recognized. We took a taxi to the pace we were staying no began calling WOW Air. No one answered. All night, no one answered. The next morning we began calling. We called WOW Air multiple times. No one answered. We called Tagel, Schonefeld, Keflavik, BWI, and NO ONE knew anything. They all kept referring us to your number that no one would answer. We also made several attempts at filing email claims, only to be told, one time, that a ticket had been started.
We went to the store to replace all of our toiletries, cancelled our tour pans, and started looking for clothing stores.
My husband finally got through to someone at Schonefeld and filed a claim. He also got through to someone at WOW Air that was of no help whatsoever.
Eventually, after many calls, we tracked down our luggage at Schonefeld and had to take a bus all the way there. We were NEVER contacted by WOW Air.
Once we arrived at the airport, we found many of the poor people who’d also been given the runaround by your airline. Everyone was extremely upset.
So now you see the hell we have been through, thanks to your airline. Like I told the agent on the phone, we do not trust you to get us or our bags home safely. I resorted to posting on Twitter and sadly, this has been the only response we have received.
While you may be a discount airline this does not mean that you reserve the right to lie, over and over, to your trusting customers. This was grossly neglectful and no other airline would get away with this. You lied to us and sent us all on a wild goose chase to get to our destinations far later than we all planned.
I want to know how you will make this better. You can start by sending my family and I home, business class, on a different airline other than yours. We are scheduled to fly home to the U.S. on Sunday, July 3. This is the very least you can do. We should be reimbursed for our time, toiletries, and troubles as well.
I am totally in awe of your neglect. This is utterly and completely unacceptable.
Sincerely,
CP
Enginn vafi leikur á að Wow Air hefur gert margt gott; ekki síst komið með samkeppni á ýmsum vinsælum flugleiðum til og frá Íslandi sem hefur lækkað fargjöld yfir línuna. En mikið svakalega er flugfélagið að standa sig illa í mörgum tilfellum líka. Næstum „Ryanair“ illa eins og ofangreind lýsing ber með sér. Og ekki einu sinni hafði þjónustuver Wow Air fyrir því að svara skeyti þessu á fésbókinni.
Ofsalega lítið Wow við svona hrapallega þjónustu.
