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Air Berlin Reviews
"Incompetence made worse by lack of Customer Care"
My Air Berlin flight left JFK almost 10 hours late. Customer Service was almost non-existent and made no effort to transfer passengers to other flights. Adding insult to injury, passengers were offered a meagre $15 food voucher to cover expenses during the 10 hour wait at the airport.
On arrival in Rome, I and numerous others found that our luggage did not get on our plane. Although my luggage did arrive the following day, it took Air Berlin five days to send it to my hotel.
It is now several months since my return home and I've wasted further time trying to get compensation from air Berlin. Mostly their so-called "customer service" staff just ignore my correspondence or create lies to avoid responsibility. The level of incompetence and disregard for customers is apalling. I still have not received compensation.
If you wanted to be treated like garbage, you will enjoy traveling Air Berlin. If you want a decent experience, try any other airline.
"Dont fly this airline"
The worst experience I ever had other then Delta. The flight was delayed twice, they rescheduled to the most inconvenient flight, without asking me what I really want or would we be on time. The food was disgusting, they did not let extra 2 kg in overage and I had to pay like 120$ extra which negated any savings of what I was bringing, After I filed a claim with insurance company they were reluctant to give their number to me or any other information .. totally waste of time and money. I would suggest you buy more expensive airline tickets instead of dealing with air Berlin.
"Very, very poor service and non-existent customer care"
This is an amateur airline run by uncaring people who take no responsibility for their errors, delays or for loss of luggage.
I traveled from New York's JFK to Rome on September 6, 2012. The Air Berlin flight was delayed for 9 hours and there were virtually no staff on hand to explain the problems or book alternative flights with other carriers. Air Berlin offered an insulting $15.00 meal voucher for the 9 hours. They offered no hotels, or lounge rooms to rest comfortably even though the rescheduled flight did not depart until 2:30 AM.
In my case they also lost my baggage(and the luggage of other passengers). In trying to get the luggage to me in Rome, they transferred it to a Brussels Airlines flight (or so they claimed). When the luggage was lost, Air Berlin advised me "We wish to advise that in accordance with the Interline baggage handling agreement, the airline who is the final carrier of the passenger takes full responsibility for the passenger claim, regardless of which airline is ultimately responsible for the mishandling." In other words, even though Air Berlin transferred my luggage to another carrier (that I was not flying with), they more or less said "It's not our problem. Don't bother us."
Customer Service is non existent in Rome. Customer Care in Berlin could give a damn about the problems they create.
On the return leg from Venice, I was scheduled to Depart at 3:35 in the afternoon. Air Berlin resceduled my flight to the very early AM requiring me to get up at 3:00 AM in order to be at the airport by about 6:00 AM. Again, no explanation, no compensation, no apology. But if a customer requested a flight change, they would be charged several hundred dollars.
The management policies are disgusting. I would not even recommend them for transporting garbage out of state. I'm sure they would screw that up too.
"Problem with payment and customer service"
I brought ticked on airberlin.com and i got message that i got reservation, after few days i check my bank account and they didnt take the money, so i called to the support center, and tried to pay again and shes tellin me now i have to pay more, so i said whatever just pay, and on the same day i write to Germany an email what is goin on with my payment, and after 4 days they send me a msg that they receive the payment. But again i checked my bank and againthey didnt took money, so i send another email with the question, for confirmation payment and my reservation number, after 2 weeks still no answer.
While the perceived cost of the trip seemed to warrant value for money, next time I'll take a more experienced airline. My trip was preceding well, we had loaded the plane and starting taxing out to the runway on time when the pilot brought us back to the terminal. Seems there was a warning light that he was not happy with. Great, I'd rather have an airline be safety concerned and cautious. However the next ordeal was excruciating. While I admit the plane crew seemed customer friendly, every other part of their organization was not. We ended up having an 8 hour layover. Why the airline is not prepared for such events, I don't know. First we got water. Then a little later water, cracker and a snack bar. They finally decided to feed up giving us a 15 euro voucher but telling us to be back at the gate in half an hour. So you had a couple of hundred passengers descend on the airport restaurant all at once to eat. Then we had to go through security again. (This was my third time through security. When landing at Berlin from Munich, we walked onto a tram. No one told me to stay on the tram to the next terminal, I didn't even know they were going to the next terminal, to avoid going through security again. I never had that experience before, usually walking into the terminal there were signs indicating what to do for transfer flights.) Once again on the plane I saw every one watch video. I asked for earplugs several times before someone explained they are locked away until after take off. I should have kept the pair for my next flight on some other airline. Getting to New York I was too late for the continuation of my trip home by bus. However AirBerlin said that since the final destination of my trip according to the itinerary was JFK they would not provide me with a room for the night. To me, everything they did was to cut corners. I will certainly never fly on them again even if it costs me more money. See my comment below for my experience with their online services and customer service.
"no customer service"
Customer service is none existent on this airline. While trying online to book a flight the system kept crashing. I'd enter one date and another would appear. Finally between one crash and another the price changed. I emailed and other than receiving an automated reply, heard nothing. I keep at though finally getting a post that they had no record of me trying to contact them. Over a month ago I sent them a copy of all my emails and that they received it. Still haven't gotten anything back.
"They are crooks"
Air Berlin doesn't tell you on their website if you are allowed to bring instruments on your flight as carry on luggage. Instead you have to call their service hotline which is not free of charge but costs 14 cents a minute where you will be on hold for at least five minutes. After about 10 minutes on the phone they proceeded to tell me I needed to buy an extra seat for my violin which would nicely fit into the overhead compartment. I think it is not only outreagous to ask customers to pay for a second seat for something that would fit in the overhead compartment, but also that they won't put that information on their website where you could access it for free. Instead they charge you for sitting on hold and then let you know you have to pay double the amount of your ticket to bring a personal item.
"never never NEVER fly air berlin"
no no no no NO. Air Berlin is NOT the airline to fly. I flew with them once and never again. I didn't fly out from this airport but this airline does not deserve business from anyone since their customer service is non-existent.
I was flying from Munich-Venice with a layover in Dusseldorf because like I said, the airline sucks. Our flight in Munich was delayed 50 minutes and we did not find out until the flight was supposed to take off. Ticked off at the fact that I knew I would miss my layover, I went to the ticket counter and they said most likely the flight in Dusseldorf would be delayed because many people were connecting to that flight to Venice. In case we did miss the connection, there would be a flight three hours later. Yup, we missed our connection and what do you know...there wasn't a flight for 7 hours later instead. From here on out, I flat out didn't trust this airline. As if it couldn't have gotten any worse, we finally got to Venice at 10pm and my bag was nowhere to be found on the baggage belt. Already agitated that it took me over 12 hours to get from Munich-Venice, I filled out a lost baggage form and proceeded to my hotel.
Skipping all the details my bag was not found until 6 days later. My bag was supposed to go to Dusseldorf-Venice but instead went from:
I called the airline to see how to expense the purchases I had to make without my bag during those six days and they have yet to respond. Never never NEVER trust or fly this airline.
"Insensitive Customer Service"
Because mothers death certificate was delayed, her burial was 2 days later. My request to refund the fee for the changed back-flight to the US 3 days later was refused by Air Berlin's customer service because of:
"Please allow me a short explanation; waivers of penalties for exchanges must be obtained prior to the ticketing transaction. Once a ticket has been reissued and the penalties have been collected a refund/credit is not possible. With this being said I must respectfully decline your request.*
Because of Air Berlin's insensitivity to a death in a family my frequent flights to Europe will be booked with their
competition from now on.
"Air Berlin Website Frequent System Errors"
In March 2011 we booked a Fligt online to travel from Salzburg to Rome on the 11/99/11. When we arrived at the airport at 7am for a departure at 8:40am ,there was nobody there, we enquired at the Ticket Information Counter and we were told that the ticket was for 9/11/11, not 11/9/11 and were were told that Air Berlin has a lot of system errors.We had to pay an extra 646 Euro to get to Rome via Berlin. We called Air Berlin recently and they denied that their system could make such an error, denied any responsibility. I will never fly Air Berlin again.
It is impossible for me to make such a mistake online because there is a seperate drop down for the month and a seperate drop down for the day.