Germanwings

THE WORST CUSTOMER CARE EVER. Myself and my partner we had a connecting flight from Milan to Glasgow (transfer in Dusseldorf) on the 4th of February 2016 (FLIGHT EW1821). Our flight Milan-Dusseldorf was delayed and thus we missed our connecting flight at Dusseldorf. We were offered an alternative flight to Manchester instead of Glasgow (214 miles away from our original destination). We were guaranteed by the 'assuring and lovely' staff at Dusseldorf that we will get a refund from Germanwings for our alternative transportation to our final destination. We paid 150 pounds to get from Manchester airport to Glasgow by train. We were assured that we will be refunded within 2 weeks. After contacting German wings customer service for infinite times during the last 5 months - NO MONEY REFUND RECEIVED. When on the phone, the only information they can give is 'THE PROCESS does take time'. DO THEY EVEN CHECK THE DETAILS OF THE CUSTOMERS OR THEY JUST AUTOMATICALLY ANSWER TO EVERYTHING THAT IT TAKES TIME WITHOUT EVEN BEING BOTHERED LOOKING INTO THE SITUATION?! IS THIS A CUSTOMER CARE? DON'T TAKE A RISK AND NEVER USE THIS AIRLINE IF YOU HAVE CONNECTING FLIGHT!!!

Ich fliege ziemlich oft mit Germanwings/Eurowings da ich von Köln/Bonn fliege und dort leider kaum Alternative zu Germanwings gibt...Und ich kann sagen dass es immer schlechter wird. Ich kann mich nicht an den letzten Flug ohne Verspätung errinern...Sie haben IMMER Verspätung und man wird erst nach 30 Minuten Verspätung informiert dass der Flug verspätet ist und eventuelle eine neue Uhrzeit gegeben. Dabei sind die Tickets gar nichr so günstig.

Ich hoffe es gibt bald eine gute Alternative von Köln/Bonn aus, denn bis dahin nehme fliege von Düsseldorf oder Frankfurt und bestimmt nicht mit Germanwings mehr.

I flew with Germanwings from Budapest to Cologne on 12th August 2015. On my arrival at the airport in Cologne I noticed that the lock of my suitcase was broken and the content of my luggage was searched. At first I didn't realize something was missing from my suitcase, it only dawned on me when I arrived at my hotel and wanted to pay for some services with Euros. I realized then that I left the Euros I had in the side pocket of my handbag that I was requested to put into my checked in luggage. Back then, of course, I removed everything from my handbag, including my purse, but I completely forget about 100 Euro+ 10 GBP+ 5000 HUF left in the side pocket. It just escaped my mind, I was so much hurried at the check in counter. All this money was missing from my handbag, nothing else. I reported the case at Cologne Airport police (they didn't show any interest in my complaint), and also contacted Germanwings with the following request: I wanted them to reimburse me for the luggage check in fee, because I did not get my suitcase back in the condition I checked it in. The lock was broken, it was searched, and the proof of mishandling was that the money I accidentally left in it was all missing. I didn't ask for the stolen money to be reimbursed, I asked for paying me back the the check in fee only.

Of course Germanwings did not want to do it. They kept pretending it was about to reimburse for the stolen money which they don't take responsibility for, because it was my fault. After a number of emails exchanged, when I again and again explained that I wanted the check in fee back, a staff member of customer service called me... That was the most hilarious telephone conversation I've ever had. This staff member was obviously trained to handle customers as complete idiots who additionally need a smoothing intonation to calm them down. He explained to me that all the problems with my checked in luggage was my fault, because it was as if I had left a coat at a restaurant and then I would go back and find it missing. Then I would blame the restaurant for my coat being stolen. He suggested that Germanwings was the restaurant and I the careless, neglectful customer! I tried to explain him that this example was a most unsuitable one he could have come up with. I explained that the contract between me, the customer, and Germanwings, the provider, was not fulfilled, because Germanwings did not deliver my suitcase safely, I did not receive it in the same condition as it was checked in. At this point the personnel cried in the phone: 'But we delivered it, you got it!' Then I asked: 'But how?? I didn't get any warning from Germanwings that my luggage, en route from Budapest to Cologne, might be opened and looted by strangers, but that should not be a ground for complaints.'

This conversation was absolutely useless. Obviously, Germanwings didn't want to create a precedent to reimburse me for the luggage check in fee. Their unwillingness to handle passengers' complaints seems to be reinforced by the employment of unsuitable staff who themselves are not knowledgeable enough to conduct customer relations. I am very disappointed with Germanwings, and don't intend to fly with them in the future.

We booked a London Heathrow to Dusseldorf flight for 06/08/15, ticket and Bording Pass had no Terminal Number. Our Booking Code started with T4. We went to London Heathrow Terminal 4. We were there informed Germanwings flies from Terminal 2. When we got to T2, they said we were late and we must purchase another ticket which was very expensive. Instead of 1hour 25 min journey, it now took us 15 hours to get to our destination because this plane will go to Berlin before coming down to Cologne

If they had all information on the ticket, we would not have suffered waste of money, time, suffering and frustration especially our children

2 We got to Cologne Bonn airport and our 2 Luggages did not come. This flight was on 6th August but today 9th August 5pm I am writing, our luggage has not been brought to us or found.

3 With Germanwings, it is frustration all the way. It is our first with Germanwings and should be the last. We never suffered like this before and this is just a regional flight. The management is absolutely poor.

4 If Germanwings is a branch of Lufthansa, then I will also consider boycotting Lufthansa.

After 2.5 hours of delay and waiting for boarding on German wings plan, male steward used force against my pulling my bag of my hands first and then pushing me out of his way shouting at me at the same time that people like me delay planes from scheduled takes off. Customer service came back with most embarrassing and childish respond to my official complain I have ever read. Planes are operated by bullies and customer service is run by children.

I left a kindle hdx accidently on a Germanwings plane. I reported to their staff within 5 mins. They said they found it and would take it the Stuttgart lost luggage office at the airport terminal. It never arrived. Germanwings refused to take responsibility for the loss. They wouldn't even take my name or address. They knew I was alone and in a foreign country and just took my property. The German police would not investigate due to the low value and I guess that Germanwings know this when they select which items not to return.

We flew from Stockholm to Dusseldorf in BASIC fare. Previously the flight was operated by Eurowings (also a daughter of Lufthansa but with good standards). Now it is Eurowings operated by Germanwings and just chaos. Even if we booked our flight together, we got the seats 12A and 14F. During the online check-in we could not change the seats. Finally at the airport we were told that the Germanwings system is still not compatible with the Lufthansa Eurowings system and this is why seat selection is not possible online with Germanwings ... what a bad excuse ...

The trip itself was 5 minutes late but ok. After arrival we found out at the car that my wifes suitcase had a crack. So we contacted the hotline and this is normally when you really get to know the company. The telephone hotline was not able to answer any question regarding damaged luggage except provide us with an email address or postal address in Germany. There is no telephone number for luggage problems with Germanwings. The hotline was even not able to tell us our rights and usual procedures if you encounter damaged luggage. Worst hotline ever ... So we send an email to the provided address with a picture of the crack and our flight tickets. Furthermore, when we were flying back 3 days later, we did not have any answer. So we went to the service luggage desk at Dusseldorf airport. The lady there was nice and tried to help us. However, she explained that Germanwings is not Lufthansa when it comes to service issues and damaged luggage. If it would have been a Lufthansa flight, we could have directly got a new suitcase there. However, for Germanwings she can only give us the email address because Germanwings does not offer more service. She is also not allowed to file a case of broken luggage directly at arrival. The most funny thing was that she offered us to sign a petition against outsourcing all Lufthansa services over Germanwings to 3rd party companies in eastern Europe ... what the hell Lufthansa is doing here??

Anyhow, after 6 days we got an answer per email from Germanwings that they cannot take any responsibility of the crack since we did not directly claim it at arrival and due to the Montreal Agreement later issued damages cannot be handled. I protest that the damage was only visible after opening the topcase of the suitcase. but did not get any answer. So I wrote two more emails after 20 and a final very angry one after 41 days. Finally after 48 days I got an unexpected email from Germanwings saying sorry for the delayed answer but that they cannot give any compensation because the crack from the picture must have been visible at the airport. What an idiotic lie ...

So my conclusions: This airline may bring you from A to B but if there is the smallest service issue or any other problem, you are lost and dammed. Never again Germanwings and Lufthansa!!! With this service I hope they are soon replaced by more service oriented companies on the market.

Flew 19th july with 2 children from london heatrow to southern italy with a stop to cologne germany. For a month holiday to see my family.Well germanwings supposrd to send my bagagge to my final destination in italy. The bag never got there i reported it miising and still after 6 days no bag yet. Nobody know where the bag is. Never received a call from germanwings sent numerous email never got an answer. Call the premiun number just to ear that they can do nothing very bad customer service. In the bag i had a portable hhd with the backup of my computer ,photocopies of my passport documents and lifetime video and photos of my family plus other priceless family'memories .also my sky satellite bos and card that every summer i take it with me. Germanwings ruined my familys holiday.im here in italy with 2 children a no clothes and we have to stay for a month. Unfortunatly i need to fly back with this horrible company. However i will never use germanwings ever again they dont even care about my bagagge is lost that my problem. It is my fault because to save £150 i chose germanwings over alitalia. What a mistake,now i ended up paying more money,paying clothes and the stuff i have lost. Please before you fly eith germanwings thing 2 times because if something goes wrong you are on your own. 2 years ago alitalia lost my bag but within 2 days my bag eas deliveref to me and the company call to inform me about the search even other companies found my bag in the past withing hours. Germaneings dont even bother to search for it. Very diappointed.the EU should not allow bad companies such as germanwings to operate. Very diappointed in getmanwings but more with lufthansa which owns germanwings. Lufthanse told me that is not there problem..people think before you choose germanwings. I hope that this review helps someone not to make my mistake in choosing to fly with a bad company such as germanwings.

The travel itself is good. like with the normal airline, including a simple refreshment if travelling on the Smart fare. However, I got a bad experience with my baggage claim. My baggage got damaged on flight 4U 9773, I submitted the claim upon my arrival in DUS and was told I have to email it also to [email protected] within 7 days which I did, but they never responded. I tried twice. Also tried to call the customer phone line, but they told me they can only handle reservation requests... so I guess this is how they deal with claims - ignoring them.

doesnt get better than this, germanwings always on time, excellent fares, lounge access, good beverages