BMI - www.flybmi.com Review

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BMI - www.flybmi.com
★★☆☆☆
1.8
32.0% of users recommend this
  • Flight on time?

  • Customer service

  • Comfort on flight

  • Quality of Entertainment

  • Quality of food

  • Value For Money

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tibyannie's review of BMI - www.flybmi.com

“The service was provided by Lufthansa operated by BMI....”

★☆☆☆☆

written by tibyannie on 20/12/2011

The service was provided by Lufthansa operated by BMI. This is a complaint lodged by a woman who had to pay 230 GBP in order to travel from Frankfurt to London and which was caused by the irresponsibility of bmi customer care or the whole bmi team. I had booked a ticket for myself and my husband to Germany on 15th dec and then back to London on 18th dec. Unfortunately, I had to fly earlier and didn't use the outward ticket. On Dec 17th, when I tried to check in online for my inward ticket from Frankfurt to London, I was not able to check in. Hence we immediately called the BMI helpdesk and enquired if there is a problem with the ticket. A support guy took the call and investigated the ticket and informed me that the ticket is fine; we would just need to go directly to the airport and check in from there. Hence trusting the BMI support people we didn't cancel the ticket or book a new ticket. On 18th Dec we went directly to the airport and to our dismay they said my ticket is invalid and that I would need to purchase a new ticket to travel in the same flight. I had to pay an amount of 230 GBP to fly on the same flight. With that amount we could have travelled in business class. After reaching London, I gave a call to the BMI support team for an explanation and the way they behaved was really bad. One girl took the call and was literally arguing with me that sometimes we won't be able to do an online check in from BMI site and all. She wouldn't even listen to what I am trying to say. I knew the reason why I am not able to do online check in was because of the fact that I didn't take the outward flight. But the BMI team doesn't know. And when I requested to speak to the manager of the team, she said I would get a call back within 30 mins and I waited for 2 hours and had to give a call back to them to speak to the manager. I am literally tired speaking to 4-5 people from the support team and explaining what had happened again and again. It seems that there is even not a record of what all happened with this ticket. I had the worst experience dealing with BMI and I would never look forward to travel in this flight again. I know nobody cares if I don't travel in BMI or not. But this is not the way to behave to someone asking for an explanation. The manager was literally supporting the guy saying he was not aware of what had happened with the ticket. Finally he said that it is my fault that I didn't mention about having not taken the outward flight. The fault goes to the customer now. If the people sitting there are not aware of what is happening with the ticket, why are they sitting there in the first place? This is the complaint from an average middle class person with limited annual income. If this had happened to someone important, I am sure they would have dealt with this differently. This has been a real pain in the neck. There is no mention anywhere in the site that if I do not take the outward flight, the ticket will become invalid. We even checked with the BMI customer care before going to the airport and they assured that the ticket is fine. Totally unsatisfied.

  • 18th Dec 2011

    Flight Date

  • Frankfurt to London

    Flight From - To

  • Economy

    Ticket class

  • Flight on time?

  • Customer service

  • Comfort on flight

  • Quality of Entertainment

  • Yes

    Is Food Included?

  • Quality of food

  • Yes

    Are Drinks Included?

  • Short Haul

    Flight Length

  • Value For Money

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