Nagwa E.

Avoid at all costs, they advertise a low price for a flight and then make you pay much more than what you were supposed to. They offered to add extra baggage at a reduced price and then later to find out that no baggage was added when checking on the airline website. I've called to complain they told me they would fix the matter and I've been sent an email the next day to confirm that the baggage was added. To my surprise, this was untrue and after another call to complain, I've been told that these baggage won't be added at all as there is some sort of issues with the airline. I've asked for an invoice which with any professional company, should be sent shortly after the booking confirmation email. I've been told to wait for 72 hrs, to be shocked to receive it stating a price much higher than what was advertised and while I've paid around £300 for the extra baggage the invoice states only £109. Their customer service personnel are trained to be so polite and respectful but at the end of the day they have no authority, no power and if I ask to speak to a senior it is like asking to speak to the king or something. They just send back the customer service personnel to repeat the same words. I am asking for a full refund based on this horrible service, but they only offer that I pay for the extra baggage at the airport and then to submit a request for a refund of the money I've paid which still will make the original price higher than what it should be. They say a full refund will never happen under any circumstances. Totally dishonest and fraudulent service. First time to book with them and for sure willl be the last.