Vueling Airlines
reviews and complaints

Flight Date: 21st November 2021
Refefernce: QEDRRM
Email: [protected]@njw.biz
Flight Number: VY6198
Flight Origin/Destination: GVA to BCN

When I booked my I paid for a seat near the front of the aircraft, seat number 11F.

I checked-in online and was issued with an electronic boarding pass with a depature time of 16:55 and the seat number that I had paid for.

When I got to the airport I saw that the flight time had been changed to 17:05. I had not been advisedof this change prior to arriving at the airport, but the change of time did not cause me any problems.

However, when I was boarding at the gate, my electronic boarding pass would not work. The staff issued me with a new boarding pass with a NEW Seat Number, 36D at the rear of the aircraft.

Why have I wasted money paying for a seat of my choice when Vueling can just issue me any seat they choose without so much as an apology?

By not providing mewith the service/product that I paid for and by not automatically sending me a refund for the service/product not provided Vueling is, effectively, stealing mymoney!

In addition, the website makes it impossible to email Customer Services directly. Thus forcing customers to use the services of the Complaints Board.

Case number: [protected]
Booking code: AFB9PG
Amount pending: 152.36
Return flights between Cardiff airport and Alicante airport from 30th November 2021 to 21th January 2022
I've had an email from them saying they cannot refund my money for a cancelled flight, even though I booked it with a credit card
Thank you Stuart Parvin

I cancelled my flights 3 months ago, 22nd August 2021. I received the confirmation email from Vueling that might flights had been cancelled and a full refund would be issued within 7 days.

I have not received the refund and now I cannot login to Vueling or check the status of the refund as my account seems to have been deleted.

Please confirm why I have not received the refund for booking reference EHEEFN. Amount £233.96

Please contact me to address this complaint
Email - [protected]@live.co.uk
Phone - [protected]

My name is Leticia Raquel
Vasquez [protected] [protected]@gmail.com

Prior to the global COVID-19 pandemic I booked a flight from Nice France to Barcelona Spain on the Vueling airline. All flights were canceled globally and Vueling has decided to only issue refunds which I refused obviously because I can no longer travel where I was originally traveling to from America. Now they have very conveniently decided to just keep my money. And this is not specific to me- if you go on their social media they have done this to hundreds of people during a global pandemic.

The flight was due to leave at 17.05 and then reported a 3.5 hour delay. This caused a lot of disruption. It was apparently due to a technical error but no further information was given

Vueling is refusing to refund 3 tickets from Granada to Barcelona. We couldn't travel because of our country Covid restrictions.

On my flight from Gatwick airport at 14.05 to Barcelona yesterday
(6th September) a passenger in 34 B refused to wear his face mask. I asked the crew members throughout the flight to tell him to wear it. I also asked them if they would report him to the flight crew but was told this wasn't possible. He had a total disregard for everyone around him and shouldn't be allowed to board a flight until he can comply with the rules of flying during a global pandemic.
I was surprised to see that there wasn't a boarding procedure in place. The gate opened up and everyone just piled on. We weren't given any cleaning wipes and passengers weren't dealt with for not wearing face masks.
I feel that Vueling completely let down their passengers and compromised our safety. This has left me feeling incredibly angry and very reluctant to fly with you again

Name: Justine Morgan.
Booking Ref: EG4RGA
Flight Date: 31/05/2020 to Alicante
Return: 3/6/2020 from Alicante

My flight was cancelled and I was not offered a refund so I had no alternative to request a flight voucher or risk losing my money.

I have contacted Veuling and eventually managed to speak to someone, who informed me they would send an email to request my bank details for a refund, but I have never received this email. After approximately one month of trying to contact them again I finally got through to someone who told me I wasn't allowed a refund as I had voluntarily cancelled my flight, which may have been the case, but only because I hadn't been offered a refund and I didn't want to risk losing my money.

My flight voucher runs out in October 2021 and I have no intention of flying, as I have been advised not to due to illness. In view of this I would like a refund of the £151 please.

I would be grateful if a refund is issued as a matter of urgency otherwise I will have no alternative but to involve the ombudsman.

Look forward to hearing from you.

Regards

Justine Morgan

When I booked, I added myeslf as needing assistance . Although I bought the upgraded fare, I couldn't book a seat (?) and was assigned a middle row at the back which was not great (the plane is empty).
so i had to call in.
It took forever, as the phone tree or website does not have provisions for people with disabilities or access issues. The phone options do not have 'access' or problems solution offered, and when i said 'yes' to wanting to speak to an agent to the automated system, it hung up.
I need an aisle seat because of my physical issues.
I finally got through. I was given the option of EITHER having assistance up and down the stairs plus pre boarding OR an aisle seat (possible by removing assistance request). Then the woman on the phone hung up on me.
I still can't get through.
All i want is an aisle seat, pre boarding and help up the stairs. I've never heard of an airline not offering this!

Hello,

Subject : refused check in at Barcelona airport which lead us to miss our flight to UK

We were mean to board the last flight out on 5th Aug from Barcelona to London. we complete our UK form which we got a confirmation that we were good to board. Being fully vaccinated we were to book a PCR test on day 2 and Day 8 after returning to UK.

On reaching the airport we we refused boarding saying we need a PCR test. After trying to show all the boarding documents to the individual at the counter who did not speak or could read english and refused to listen.
we requested to speak to a manager or someone who speak english we were made to wait for an hour. After an hour we spoke to another traveller who said they just got the PCR test available at the airport. we went to the pcr counter but could not get the results back in time to board.

The lady at the counter was racist and very nasty which made our experience even harder. we were a young family travelling with 2 small children. we were left sitting at the airport for 6 hours trying to rebook which cost us a lot of money.
PCR test 170 EUR
Flights 500 EUR ( with Vueling on 6th morning )
over night stay at the airport hotel 260 EUR

I am raising this so no one else has to face this harassment at the airport after a great holiday.

I want to confirm according to UK broader rules fully vaccinated people don't need PCR test to come back to UK and the Spain airport staff have no right to stop us boarding when we are following our country guideline.

Refund. Route ATH-BCN date 2/10/21. Flight V8103.
Alteration of flight time by more than 5 hours entitled me to a refund.
Vueling claimed it could not refund via the card used to purchase the flight; they supplied a link to Chatbot Banking to receive my bank details.
The chatbot banking service doesn't not work? Tried to use the link to supply my details for refund, on six occasions; all I get is "Sorry, there was a problem and we were not able to process your request. Please try again later."
Please give me an alternative means to get my refund.
Nicholas Fairclough, Cheshire, England.

Booking ref fh6pua - on july 27 my daughter in law adele schroeder emailed vueling requesting a voucher for her booking as due to covid concerns her party of 2 adults and 2 children were unable to travel on august 28 - I have emailed vueling 3 times this week about this matter as you cannot call for assistance and to date no one has responded! My contact details are info@mediapublishingcompany.com or [protected]

This complaint is to do with the way Vueling is dealing with my refund request after they have moved the travel time of my outbound flight.

On the 6th of April, I've purchased a return flight (direct) from London Gatwick to Valencia. Proof of this is attached. Departure time was at 21.40 on the 27th of August.

On the 12th of July, Vueling changed my flight to another one that would (1) depart earlier at 13.55 on the same day and (2) would have a stopover in Barcelona. According to their own email I was allowed to ask for a refund because the flight had been moved for more than 5 hours. This email from Vueling is also attached. And this is what I've decided to do.

I've contacted them several times after the 12th to request a refund as they told me that the option should be made available for me online and there was nothing they could do for me over the phone (not even transfer me to a technical team or escalate!). Nevertheless, that was not what my customer account was displaying. This view can be seen attached. Eventually, one week after, the possibility to ask for a refund turned up online and I clicked it. They had promised me on the phone that the option would be made available for me after 1 single day, but it took 6 more days instead. Since the phone calls were being so unproductive I also wrote an email explaining my situation, which I never got a reply to (also attached).

After finally submitting my refund request, I got a pop message (also attached) saying that this would be processed in the next 7 days.
7 days passed and I obviously did not receive any refund so I decided to call Vueling again. After a very poor customer experience on the phone I was told that everything was sorted for me and I should give it another 7 days. Also on the day straight after this call, on the 31st of July, I was asked unexpectedly to provide my bank details through a secure page because they didn't seem to have them (this misaligned to the information I was given on the phone just the day before). Details were also only being asked for the inbound part of the journey though, which I found bizarre. This email is also attached. Immediately after submitting my details, I got an email acknowledging them (also attached).

I gave it another 10 working days for the refund to come through, and still I got no refund what so ever. I called Vueling again and their incompetence is incomparable. This time they claimed that they could only see one flight in the system (reason why probably I'm only receiving comms in regards to the inbound flight instead of both), which makes me wonder how that's even possible because I booked a return flight. They also had no explanation whatsoever to why my refund is taking so long to be processed. They then said everything would be sorted in 72h. Also this didn't happen. Gave them another call on the 26th of August, and they said they have triggered now the possibility for me to have a refund for the outbound part of the journey and that this was not available before due to a tech glitch. I've now filled out more bank details to get this sorted. I've been promised I'd have the refund in 7 days. But yet there is no explanation on why the refund referring to the other leg of journey is not coming through.

I've zero confidence in the way they are handling this. It has been more than a month since my first contact and they haven't been able to deliver my refund, as well as they have provided me with extremely poor customer service. I've been on the phone with them at least 10 different times and they simply don't get it right.

Worst company ever
Their customer service is really really bad, nothing works properly, app or web, you cannot talk with them at all, it took me weeks to receive answers and they are not at all flexible. I wouldn't recommend it at all. It could be an apocalypse over the world and they won't understand in order to give you a refund or credit or any understandable solution. It's sad how they threat their customers. Never again will use them again and I wouldn't recommend them either. There are other companies with better services.. I lost a lot of money just because I choose to travel with them and I didn't even traveled or will in the future. Never ever again..

Vueling did not confirm the total price of €119 before I confirmed the change. They did not even send me a confirmation of the new flight and tot cost. They just took an extra €110 from my account without informing me.

My booking confirmation says I have free flight changes. When I confirmed the flight change on 21 July it said, flight difference is '€9'. There was no total cost presented to me before I pressed the confirm button, so I did not know I was consenting to pay €110 in penalty charges for a €65 flight! HOW RIDICULOUS IS THAT?

I am paying 200% more than the original flight cost to change the date. If I had known of the 'penalty costs' I would have used my 'free cancellation' and booked a new flight using the refunded credit. It makes no sense why this fee has been charged. When I spoke to the customer service advisor, she said there is a limit of 1 free change which I had used before. It does not say ANYWHERE in my confirmation email that there is a limit of 1 free flight change. The first flight change I made was because Vueling moved the date/time of my flight multiple times because of covid, and emailed me saying because of the inconvenience I could move my flight around for free or claim a refund. I chose to move the flight forward a couple of months to when there would be less disruption caused by covid. I did not realise this would mean I am no longer eligible to use 'free flight changes'

Booking ref:LGQS2A

Flights booked last year where we also purchased seats. Our flight has now been changed but with no reserved seats, no refund and no way of contacting customer service.
There is no email, the telephone number cuts off and the virtual chat doesn't allow the option I require.
If I could have the seats refunded then I could rebook .
Ref WGEZ6D cardiff to Malaga changed from 19/08/21. To 17/08/21.
Dee.[protected]@gmail.com

Re Vueling I would like to register a formal complaint about the vueling flights and service at BarcElona airport that I am my husband experienced flying to palma de Mallorca from London Gatwick on Thursday 1 July. Our booking reference was XYPLHI .
The issues I have with this booking are

1. Two days after the return trip was booked our return flight to London was changed to result in a twelve hour overnight stay in Barca rather than the original 1 hr 40 mins. This clearly would have doubled the journey costs and got us back a day late - we had to cancel and re book with BA.

2. As we expected there might be additional delays due to infection/ sanitation processes at the transit point in Barcelona and the planned turn around time was 1 hr 40 mins we booked and paid for priority boarding on both flights and paid for seats near the front of the plane to help us embark and disembark quickly. Priority boarding was announced at LGW but no ones boarding pass was checked and everyone just piled onto the plane.

3. The flight take off was delayed by an hour - no explanation

4. A member of cabin crew told us and everyone in our row she had to move us to balance the plane. I know this happens but again no apology no offer of a refund on seat selection.

We moved but this meant that when we came to disembark, which was done in groups of five rows we were in the eighth (almost last ) group not the second as our booked seats would have placed us.

5. This meant that by the time we had gone straight to sanitation checks in transit, and joined the back of the queue it was almost 2 pm and our next flight was due to depart at 2.40 with the gate closing at 2.20. This had been scheduled by vueling not us.

6 the queue did not move for five mins until a staff member turned up to do sanitation checks. Three people were with him but they took no part. It was 2.19 before we were through this, passport control and security were quick. We ran to our gate arriving at 2.25 - too late gate closed.

7 queued for transit desk, 25 mins, explained, advised to take a seat, waited half an hour, queued up again and Were told there had been an hour between landing and take off so we should have been able to make it. Would they have told us this if we had not asked. There were three couples in the same position. We all relayed this had not been possible and eventually we were told to go to baggage reclaim get our bags and then go to departures customer service desk.

8. Queued at baggage reclaim and were told luggage would appear on carousel 6 in five mins. Half an hour later - no case. Queued again and were told our bag was in Palma, go to departures.

9 joined the queue for departures vueling customer desk at 4.45pm. One person serving, 8 people ahead of me. Many complaints around me about missing flights while in queue. Waited well over an hour to get to the desk. Finally a helpful person re booked us onto the next flight which was not till 21.45pm!

10 we were sent to vueling last minute check in desk for boarding passes. Received these after a further wait. Told to wait here a few minutes and someone will bring you dinner vouchers. Half an our later - no vouchers. Gave up and went through security bought our own dinner. See bill attached

11 finally got to Palma at 22.40, by the way the on board wi fi was not working in the row we were allocated, retrieved bag after another wait. We are both in our mid sixties and took half the next day to recover. My husband then went down with a cold probably caught in Barca airport where mask wearing and distancing were lax.

Still no apology! the absolute minimum I want from vueling is an apology, a refund on all our pre selected and paid for seats and our priority boarding, reimbursement for our dinner and an investigation. You do need to improve your efficiency and your staff attitude.
Susan sjuve

Because of COVID regulations, I need to change my flights dates. They say I should contact Customer services but the link they provide doesn't work, they do not answer my emails and the phone number they provide on their website has only got a recorded message which doesn't help at all. Basically contrary to their instructions, there is no customer service provided whatsoever, which means we are going to loose our flights. I want my money back, as the service they promised to provide when I bought the tickets has not been provided. They said I could change the dates but in fact I cannot do it.

The flight from Amsterdam to Barcelona (VY937) 2.7.21 was absolutely filthy. I took my seat after I had cleaned it and removed a half used water bottle. This is unacceptable especially during the Vivid pandemic. The aircraft had clearly not been sanatised. Then I connected to my Barcelona to Malaga flight (VY2113) On this flight were four Dutch young men who were quite clearly intoxicated but we're still allowed to board. They were repeatedly told to wear their masks. This is yet another serious failing in keeping airlines going during Covid. This is clearly profit above safety. I have always been a fan of Vueling but this is a disastrous drop in standards.

re VY8748 BCN - MAN Thursday 10.50 1 July 2021:
I arrived at the airport shortly after 9am and immediately went and asked at the information desk where I needed to go to check-in for my flight.
I was directed to a row of check-in desks and I specifically asked if they were for all destinations. I was told that they were so I went and joined a very long queue and waited my turn.
That took about 40 minutes after which time I approached the desk and was told that the check-in for Manchester was round the other side! I hurried round and joined another very long queue where it quickly became evident that there were many other passengers for Manchester who had also waited in the other queue first. It was becoming obvious that it was getting close to the time for us to be at the gate and people were becoming cross and anxious. The staff didn't appear to be in any hurry.
I had to rush through security and then went to find the departure gate. There was no time to buy any water or food for the journey. I barely had time to visit the toilet.
When I got within sight of the gate the staff were indicating for me to hurry as they were about to close the gate though I knew I that I was far from the last person. The staff implied that I shouldn't have left it so late to come to the gate! It was very unpleasant.
Later, waiting for my case, I met one of the people who had been behind me in the queue who was furious because the staff had practically told her and her husband off for being late to board. It was adding insult to injury!
We'd all arrived in plenty of time and then had to stand in two extremely long queues to then be treated as though it was all our fault.
Why did the people on the information desk give the wrong information which could have caused someone to miss their flight?
Surely someone should have realised sooner that there were people waiting in the wrong queue? Why wasn't something done about it?
There were people who definitely won't be using Vueling again and will be telling other people about their awful experience.