Our flight IT007 due back on the 18th December was diverted to Brussels airport, during this time we had no contact with the airline representatives, was refused our luggage despite being stranded for three days and all my medication for heart problems was in luggage. Transport home was not arranged until 3 days later via train and coach despite other stranded airlines being able to transport passengers home within 24hrs. We were informed we would be collected at a designated time only to be left again without any contact for another two hours. When the driver arrived, he was delayed again as he needed to wait for confirmation regarding the destination he was to drive too.
Due to the fact of not being able to get any warm clothing, costs were incurred for warm clothing. on our return back to the UK our luggage was not returned until approximately 8 days later, again no correspondence from the airline. When contacted, I was told to contact lost luggage at the airport only to be told I needed to contact the airline. Total disinterest was shown by the person I spoke too, stating someone would investigate but no time scale available. Eventually contacted heathrow again who were able to give us additional airline numbers to help. The airline constantly had the calls on hold then cut them off without being given any assistance at all.
poor service was also experienced on the flight back where no food was available for my 15yr old son. Only offered a packet of peanuts which he doesnt eat to sustain him for the 10 hr journey home.
Considering it sells itself as a five star service, I would not recommend this airline to anyone.
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