Daily cleaning, installation of cabin HEPA filters on flights from New York to Germany
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Scores according to KAYAK customer reviews
Pros: "Boarding and crew great!"
Cons: "Seats extremely narrow"
Cons: "Information on when we can check in on upcoming flights. Other airlines we have booked for flights will email us 24 hours prior to departure. Virgin Atlantic did not. I had to call and I was directed to their web site and was able to check in on line. Thanks"
Pros: "It was a great flight!"
Cons: "nothing, pretty much perfect!"
Cons: "Staff were unhelpful and ran out of many food items by the time we were served - meaning that there wasn’t anything available for us to eat as we don’t eat eggs. The check-in was stressful and staff were keen to help - unprofessional and unsatisfactory."
Pros: "Nice crew"
Cons: "Comfort. Seats were very uncomfortable with absolutely NO leg room. I fly a lot and this was one of the WORST leg room experiences I had."
Pros: "Premium economy was perfect, smaller cabin with less people, great flight."
Pros: "Great crew. Very kind and efficient."
Cons: "American carriers seem to enjoy poor seat ergonomics."
Cons: "Seats were really old and outdated"
Pros: "Crew was attentive."
Cons: "Tiny, uncomfortable seats with warn cushions."
Pros: "Crew was great. Flight was on time and crew helped the boarding process go smoothly. It was nice to get a beer or wine at no additional cost."
Cons: "Seat was shockingly small, even for economy class. TV was poor quality."
Pros: "Amazing and helpful crew. Great seat."
Cons: "My tv screen could not show the movies"
Pros: "The boarding was fast."
Cons: "For starters our cabin crew were the worst. The first service I had ask for a snack and no napkins. Dinner service was like just chucking food down in front of you. Then a stewardess looks me dead in the face and passed me for the drink service, then she said she thought I was asleep."
Cons: "They have to uptade the airplanes"
Pros: "Boarding process was very efficient and crew was very pleasant and helpful. Seats were reasonable for economy."
Cons: "Meals were very small but tasty. Movie options were random but enough to keep you occupied."
Pros: "Food was delicious, consistent timely service and excellent entertainment options onboard. The flight was an hour early!"
Pros: "The flight felt so short, service was amazing, food was good. Great overall experience."
Pros: "Virgin Atlantic offers good service at a reasonable price to/from the US to London. Good food service and unbelieveable number of movies and entertainment to choose from."
Cons: "The seating and leg room in economy classic were inadequate. We felt way too confined in our seats and the leg room was a joke. I am only 6' tall and this was unacceptable. We will try to upgrade for the return trip."
Pros: "Crew were friendly and courteous"
Cons: "Poor drink selection. Food mediocre. I felt like I was in the living room of the Beverley Hillbillies. Loud people, dressed like slobs. No manners"
Pros: "The flight crew was phenomenal, especially Daniella. Somehow we wound up with seats right next to the bathroom door, which would have been a pretty uncomfortable situation for a variety of reasons, but the flight wasn't full, and she helped us find a suitable place to sit. Also, my wife and I usually take our tea with honey vs. milk and sugar. Even though honey is usually one of the options for tea, she found a way to accommodate our request. The lunch meals were the best I can remember in a long time on an airline flight. They might have been the best I've ever had. The chicken curry was authentic, flavorful and spicy. Frankly my outbound flight had problems. My luggage got damaged. The transfer experience in Manchester left a LOT to be desired. I wasn't planning to use Virgin Atlantic again, but this flight crew (Daniella especially) redeemed Virgin Atlantic. They were attentive, pleasant, diligent."
Cons: "Only thing I didn't like about this flight was the boarding area. Once you get into that the area, you don't really have access to appetizing food (only vending machines) or even restrooms. That's one thing that could be improved."
Cons: "Why do I have to get a new boarding pass in London"
Cons: "luggage never made it to Boston? Don't know who's fault it was.Problem was corrected."
Pros: "Crew were great. EconomyX is a wonderful seating set up"
Cons: "Very strange boarding. They got us through the boarding process but then made us all wait in the bridge because the plane wasn’t ready. So now you have a plane load of people all crammed into the bridge. Very poor."
Pros: "Legroom, lovely staff and all round good flight"
Pros: "Smoothest long flight I’ve ever had. No hassles checking in, boarding or leaving the aircraft. Bags checked through to final destination without any problem. Good employees at the check-in counter and at the boarding gate. Service was good at LAX."
Cons: "Cabin service somewhat spotty. I was not served breakfast and had to ask for a meal even though all those sitting around me were served. My wife did not get the coffee she requested even though it was promised twice. Trash accumulated at our seat making use of the tray awkward. I tried to pre-pay for extra luggage on-line before the flight but the web site would not allow me to do so. We paid $100 per extra bag at check-in."
Pros: "love the lounge and easy check in and boarding, great attendants and smooth trip"
Cons: "would be nice if lounge was open earlier - arrived for 8:30am flight and had to wait around in freezing cold terminal with no coffee for an hour"
Cons: "For oversea traveling, food could and should be better. For our flight from AKL to BNE, we had to pay for our soft drink!!!"
Pros: "Friendly cabin crew, excellent food and drinks. Very happy with the service we received"
Pros: "Even it was a 12-13hrs flight, I had been my best flight ever in a long flight. Virgin really exeeced my expectations."
Cons: "The seats are a bit uncomfortable for such long flights. Crue was excellent"
Cons: "After 14 hours the seats were like sitting on spikes"
Pros: "Everything from boarding to disembarking went very smoothly. Flight was on time, seats were comfortable and crew was friendly and accommodating."
Pros: "Food, crew, entertainment great"
Cons: "Seat were very uncomfortable.. hard, not enough leg room and there was no way to sleep comfortably with the head rest that is set up so you can rest your head on it,but its awkward and hard an in the way..."
Pros: "Great seat. I did the upgrade and it was so comfortable ...good food."
Cons: "They closed the shades immediately when we took off. Creepy"
Pros: "Just the food and boarding was fine."
Cons: "Everything else was bad. I think crew were a little rude!"
Pros: "The food was surprisingly ok and the seats in PE were comfortable, plus there were two USB ports, perfect!"
Cons: "Being woken up to be asked if I wanted to eat, twice! If I wanted to eat, I wouldn't have a sleeping mask on my face, or be asleep! Plus, upper class and premium economy didn't board first."
Cons: "Entertainment system was good, and I felt that you appeared to have more leg room in economy than other airlines."
Pros: "Very courteous and professional crews. Clean and comfortable plane. Pilots handled delay and weather superbly. Dinner was delicious."
Cons: "Dinner was great but could have used more snacks. Breakfast was ok. Movies were dated but okay."
Pros: "Easy check in and boarding."
Cons: "Uncomfortable seats and poor food."
Pros: "Virgin Atlantic had a very attractive decor.Food was great& staff as well. Polite and professional ."
Cons: "The seat I had was a bit snug leg wise and recline wise. Could not get comfortable at all."
Pros: "The crew left my breakfast in the sear next to me because I was asleep (unfortunately i didn't notice till I started to disembark...)"
Cons: "I couldn't get comfortable enough to sleep very well, even though I was in a window seat (which I can normally lean on)."
Pros: "Seat Legroom Comfort Food Service Crew ... amazing!!!"
Pros: "Dont whish to comment unless a human being can contact me and help me get the $200 travel voucher I was promised. It was so stressful its the least that can be done"
Cons: "Let's see, my connecting flight was delayed. I missed my Sydney flight so they put me ona flight to Brisbane which was actually pretty great. Then, oh then they lose my bag. Two days later I guess is an appropriate time to then put it on the next flight? What? My bag is 20 pounds, smaller than a standard sized Dachshund. And low and behold they said I can spend up to $50 on necessities. Too kind, virgin Australia, too kind."
Pros: "The plane was very nice with great lighting. More food would have been nice as it was a long flight The crew were variable - most very helpful but one or two not so much"
Cons: "Not enough food for everyone and no snacks between meals, which was very bad considering it was a 10 hour flight Entertainment was great, seats were OK (certainly had worse)"
Pros: "I liked entertainment options on your phone but at the same time there was nowhere to plug your phone if it ran out of battery."
Cons: "The boarding was good but we did not depart o time which did not cause us to be on time to our destination. It was international flight for almost 4 hours and there was no foodie snacks serve. Only tea or coffee. For a international flight more than 2 hours you should offer something else, soda juices and a snack at the very least. I guess the reason why I am feeling this ways is because I flew with virgin a couple years back to London and was so impressed by he service and the airline and the great quality modern vibe. It was the W hotels of the airlines industry and this time I really want impressed."
Pros: "Great food/service/options, nice crew, on-time/early"
Cons: "Entertainment system is quite aged, but selections were OK"
Cons: "My ticket was cancelled at the time I was standing in front of the airline counter to check my bag. I was so furious. The airline did not help me at ALL. In fact, they offer me to buy a brand new ticket at a new price!!!!!! I ended up re-bought the ticket from United airline as my husband has United card (chase) and we ended up paying over 1900 for the ticket that should have been about $911. The priceline number is not helping. I have trip insurance but no. nothing worked. I will never fly Virgin Atlantic again."
Pros: "The crew was very good with the passengers and attentive"
Cons: "The leg space is very tight, it was very hard to sit specially for longer flights it's not that comfortable"
Pros: "Crew was professional and helpful."
Cons: "Seat was narrow for business class."
Pros: "Service was excellent, amazing professional crew, vegetarian friendly pasta dinner option was delicious"
Cons: "Metal bars in the middle of the leg room space make stowing a small carry on under the seat in front of you impossible for all passengers in a row. Also awkward to place feet around. No direct air vents so I felt hot even wearing just a t shirt. Breakfast not as good"
Pros: "Lufthansa always great. Comfortable seats, good and safe service."
Cons: "They run out of chicken and only had pasta dinner left. I don't like pasta ."
Cons: "Airline lost my bag. Not happy at all. Lufthansa is a let down. I’m an beside myself and there are meds in my bag that are needed."
Pros: "Everything was amazing. I didn’t like the part where my luggage was lost and I still have no idea when or if it will ever be found."
Cons: "Having my luggage arrive at my destination with me."
Pros: "Flight was ontime"
Cons: "The boarding process ar newark is terrible, and the lady that was at the boarding gate was extremely unpolite with no service attitude at all - i have never seen before such a behavior"
Pros: "The crew was attentive."
Cons: "Boarding crew in EWR insisted that my small carry on had to be checked in. MANY passengers were able to bring on board luggage that was larger and clearly heavier. I don’t understand why I was one of the exceedingly few passengers pulled out of the queue to have luggage checked in. Food was sad."
Cons: "Late, missed connection"
Pros: "excellent crew, well manner, well dresses smart feel... they seem to know my needs before I did .. loved it"
Cons: "wider wash rooms onboard .. wider seats .. wider seat bealts also plane from FRA - BOM could use service maintinace ... it seemed like an older aircraft"
Pros: "Great crew."
Cons: "Working TVs"
Pros: "Flight crew very attentive"
Pros: "Priority boarding for parents with children was a huge help. Provided extra blankets and most of the crew's friendliness was very appreciated."
Cons: "Provided bassinet is much too small for even a 17 months old. Also very hard bedding made it impossible for the kid to sleep. We observed same with the other parents. Alone with that, the height of the bassinet makes it easy for the kid to get distracted. WORSE PART: Our daughter couldn't get comfortable to sleep and got fussy, so I took her for a walk which didn't help much. Since it was bedtime 11pm with 0 to little traffic, and to avoid her crying from disturbing everyone I resorted to one of the bathrooms with her. She did fall asleep for about 1 hour until one the FA came literally BANGING on the door. Very rude even after I calmly explained the situation. So sorry for such people with no compassion nor understanding in their hearts."
Cons: "The problem is with KAYAK. KAYAK booked us a carrier light ticket and failed to inform us at the time of the booking that it was a tariff without checked in baggage that was being offered. Fortunately, LUFTHANSA informed us of this fact at checkin and we purchased carriage with checked in baggage. This makes me wary of buying tickets through KAYAK in the future."
Pros: "This space intentionally left blank"
Cons: "For starters, they sat my 12 year old daughter 6 rows away and both of us in center seats so no one would switch with us. Mid flight, my daughter asked to switch with me since the guy next to her kept asking personal questions and was making her uncomfortable. Second, the in flight entertainment did not work. Third, I had pre-ordered a diabetic meal, they “think they may have given it to someone else.” Fourth, one hour delay making for a tight connection. And finally... they lost my suitcase. Should arrive in a few days."
Cons: "Lufthansa warse company ever fly with . everything was bad . delay like two hours , food only meat because No enough chicken and No socks to warm my foot because I was feeling cold ."
Pros: "Flight was good. Boarding was delayed, but the time was made up during flight. Comfortable seats."
Cons: "It is always about baggage. Bags with priority tags should atleast be sent on a "priority". With LH this never is the case. Priority tagged bags are sometimes the last ones to come on the belt."
Pros: "Just fine."
Cons: "My eyes got so dry that I couldn't see very well for a few hours after landing, everything was hazy and glowing, like I had a film on my eyes. I've been on way longer flights before and I've never experienced this, it was scary."
Pros: "They boarded back of aircraft first. They gave wine on demand. They were smiling and helpful and greeted us on entry and exit. The little things matter!"
Cons: "It was difficult to fall asleep in the seats. Uncomfortable."
Cons: "The old airplane, small seats."
Cons: "Pathetic food, and really rude crew by the standards of an international flight."
Pros: "It was a long flight overseas they did a good job of keeping everything under control when there was a medical problem on board and you get what you pay for. Ok legroom"
Cons: "Their ability to work with you on issues such as lost bag is so disgusting that i dont think ill fly with them again I had to call them every time, consistently on hold for 30+ min at a time just to get to someone who could work with me. They hung up on me 3 separate times thus restsrting the issue. DO NOT LET THEM GIVE YOUR BAG TO BAGGAGEEXPRESS!!! You will never see you bag again. 1/10 customer service"
Cons: "Luggage didn’t make a Lufthansa connection even though both flights w."
Pros: "Nothing really. It was an overall terrible flight."
Cons: "The crew was so bad. When asked for my special meal 2.5 hrs into the flight, they said you haven’t ordered any, which in fact I had a month before my flight. The crew member instead insisted that ”you should've brought your own food” not once but twice. No courtesy nothing. I was super disappointed. I fly a lot and this was hands down my worst flight. Also, the aircraft and seats were terribly uncomfortable (Boeing 747-8 Economy). Boarding took forever as well. Overall a very shocking experience from a very experienced airline otherwise."
Pros: "Professionalism of the crew"
Cons: "tight sits"
Pros: "I enjoyed my flight. Flight crew was amazing. Comfortable seats and lighting for an overnight flight. Food was good and stuffing."
Cons: "Headsets were collected half hour before landing (minor issue). Except for the recommendations for this flight, movie highlights were well hidden in the entertainment system."
Cons: "Baby kept most of the cabin up for three hours of a six-and-half hour flight. I know this isn't Lufthansa's fault, but they did little to help. Also, business class seats are too hard!"
Pros: "The Lufthansa service starting with the baggage checkers in Newark NJ. They provide service and a enjoyable flying experience."
Cons: "The layover in Frankfort was long and the gate we went out is in need of an upgrade but B10"
Cons: "Not able to watch TV, movies of flight status"
Pros: "Large leg room"
Cons: "Flight late missed connection flight for me. TV on arm, too small too close difficult to rewind had to shut down during descent while seatback TVs were still allowed to play"
Pros: "The convenience of an early arrival time in Frankfurt to catch another connecting flight to my final destination"
Cons: "Lufthansa was GROSSLY late to depart,for no apparent reason, causing me to miss my connection! Lufthansa then arranged for the cheapest and LATEST flight available as an alternate connection causing me to miss a very important family event.. Very disappointed.."
Cons: "Stoll in Germany first flight was over 1.5 hour late a I miss my original flight. I must wait now for afternoon flight and wait all day having family emergency situation."
Pros: "On time. Fast boarding and un boarding. Crew is very friendly."
Cons: "No tv, though understandably on a short flight."
Pros: "Liked all about the flight except the delay, but got good treatment from airline during extended trip"
Cons: "Plane was late to depart, missed connection in Frankfurt"
Pros: "Service, comfort, movie selections"
Cons: "Entertainment center was not working properly. Had to be rebooted twice."
Cons: "i missed this connection was put on a united flight and was bumped down from business to economy. no apologies, no effort whatsoever to make up"
Cons: "The flight was cancelled, I waited on the service center line for over 3 hours and in the end had to take a 8hr train ride in order to get to not completly miss my sailing trip. I arrivd to my boat 10hrs late when I was scheduled to take a 1.5hr flight and would have arrived 5 hours early."
Pros: "Entertainment options vastly expanded and improved Attentive staff Good check-in Decent boarding - some organisation of boarding by seat - prevents roadblocks by people trying to get to back while those in front are still putting their stuff away and blocking aisle."
Cons: "Given menus for a mediocre meal Booked window seat to sleep - given aisle at last minute when boarding Given drink then meal for overnight flight - meal would be nice - more time to sleep"
Pros: "Smooth Ride Stewardesses"
Cons: "coach seating sold as biz class"
Pros: "I have liked everything in lufthansa there was nothing to complain about thanks lufthansa for your respectful and helpful"
Pros: "we were treated like royalty"
Pros: "I like to fly with Lufthansa highly professional team, I feel comfortable and safe."
Cons: "Movies didnt have subtitles. Any volume issues or wanting to watch a movie not in your native language and you are out of luck... For 10 hrs."
Pros: "Plane seemed newer and clean."
Cons: "Boarding seemed a bit chaotic. Seating was cramped."
Pros: "Very good"
Pros: "The in-flight crew was nice and accommodating, to be expected after the delay. The entertainment system had many movies that were neither dubbed into nor subtitled in English or any other language I understood (such as Goodbye, Lenin, a film I love and have seen with subtitles). The gluten-free meal was bland, perhaps to be expected but as it was my first time ordering one, I wouldn't have known what to expect."
Cons: "Worst of all was the cold, unconcerned manner of a young woman who did most of the attending the crowd of delayed passengers at the counter. I don't ask for abject deference, but she seemed unmoved by our plight and was cold bordering on unpleasant when dealing with different passengers' delay dilemmas. This young woman was American of African descent; for the record, I am as well, which made me think she just took a dislike to me, but she didn't appear to be much nicer to anyone else and just could not be bothered in the midst of the nearly three-hour delay, a major hassle for everyone including the airline. For what it's worth, her name starts with an N. (I didn't have my contacts on) Another major fail was the Lufthansa crew's assurance ahead of the flight that we would be rebooked on later flights after missing our connections. This promise was made rather breezily; clearly those making it in New York didn't have to deal with the business end of a tired, disgruntled crowd trying to cope with the fallout of missed connections. Once we got to Frankfurt, there was one lady holding a sign aloft; the sign bore the names of presumably first or business class passengers who would be shuttled to their new gates. That lady impatiently waved people from the steerage (aka economy) mob away and towards three overwhelmed Lufthansa agents helping people locate their new flights and gates. The gentleman who helped me sent me, and, I'm guessing, quite a few of my hapless fellow travellers, to gate A13 to collect my new boarding pass. Not knowing the airport at all, I followed a set of signs that took me through a monorail to an access area that - surprise! - I could not enter with my outdated boarding pass. Finally an airport official helped the group of A13-bound passengers to the Lufthansa check-in counter, where yet another Lufthansa agent disappointed in his dealing of the situation. Had I not stated that I refused to queue up or to countenance my long-suffering fellow passengers doing so, he would have had us wait in line, including one young woman about to miss a second flight. The agent at the desk was very friendly, but all in all I found the airline's responsiveness to the evolving situations of its steerage passengers (a significant chunk of its income) a great disappointment. I don't expect I'll give the airline a second chance. There's too much good service to be had from Arabian Gulf-based airlines at comparable fares."
Cons: "Another no go!"
Cons: "Horribly uncomfortable in coach. Leather seats not foot. Clothe would’ve been better. They’d keep you from sliding."
Pros: "Crew was friendly and helpful. I got some sleep on this red eye flight, surprisingly."
Pros: "Great crew"
Cons: "There were not free snacks"
Cons: "Delayed flight, seats were not comfortable."
Pros: "the seat was comfortable"
Cons: "the food"
Pros: "the seat was comfortable"
Cons: "the food"
Pros: "Was ok. Got us there but everything is a la carte"
Cons: "Was ok. Newark is awful."
Cons: "Seats both support and recline"
Cons: "Economy seats are uncomfortable"
Pros: "The seat were excellent and comfortable."
Cons: "The automat check In was off because of over booking. Because of that We had to go into the cue with our skies and luggage."
Pros: "The flight was nice."
Cons: "I didn't like the check in personal.The one older woman was very rude & I don't think I will be flying with you again."
Cons: "Toilet stopped up and no announcement, note on door very hard to see."
Pros: "Water bottle"
Cons: "Delay that made me miss my connecting flight, which was then rescheduled a full 24 hours later. This is cutting into my vacation and the time to see my family."
Pros: "I liked the movie options."
Cons: "I don’t understand how you can be on a flight for 5 hrs and all they give you is water!!!! The seats were beyond painful and the space was so cramped. There was no sleeping on this red eye. Plane noise was extremely loud and we were not by the wing. Our flight was delayed and they didn’t say a thing until it was past the time to board!!! Really?!? No apologies for it either. This is the worst flight I have ever been on. Dread getting in this flight to go home."
Pros: "Absolutely nothing"
Cons: "I needed to cancel my trip due to a work event being postponed. I tried to reach IcelandAir to do this as I needed proof of cancelled flights so I could submit to my trip cancellation insurance to get ticket price refunded. I tried contacting IcelandAir for well over 3 weeks, calling (sometimes on hold for hours before finally being cut off), numerous emails (that went unanswered), messaging on FB, I even opened a Twitter account to try to reach them through there- NOTHING! The flight was supposed to be taken last night- I received a FB message this MORNING apologizing for the delay, and informing me I needed to contact another party- I'm beyond blown away at the lack of professionalism and inability to answer a simple request, which was to cancel my flights BEFORE they were scheduled to depart."
Cons: "the employees will not help you if you have a problem with the charges or the website. They claim ignorance and an inability to do anything. Which might be true. But this can be problematic. Furthermore, the website does not work and they do not write back. The single worst travel airline in my book, though the flight itself was fine. The man I sat next to had his flight cancelled without a refund and a similar story to me, with no helpful employees."
Pros: "It was vegetarian. Very tasty, although the lentils were a little dry."
Cons: "The salad had a bit of grit in it! I think it was probably the lettuce that wasn’t thoroughly washed. Otherwise fine."
Pros: "Legroom is above average, but at expense of seat comfort. Food is good but expensive. Crews were attentious and courteous, but not a strong differential from other airlines. Entertainment was good and easy to access."
Cons: "Boarding in all of our 4 flights was chaotic and a combination of lack of organization from Icelandair and discipline from passengers. Space for boarding is scarce and confined. And when they call half of all passengers of a full 757 or 767 to board at the same time... the law of the jungle is stablished. Even with just a little more effort and organization from the airline it would be possible to make this a better experience for all passengers. Be aware of what you are told when you buy your tickets. They sold economy tickets to us and then charged a lot for bags telling us our tickets were economy light, even with their own receipts or tickets not mentioning anything about light on them."
Cons: "boarding seemed like a mess! we were waiting forever near the gate before boarding the plane. Also, my bag is lost and no one has contacted me yet saying they have found it. the guy at the airport had no idea how to take appropriate information down and didn't know what to do. this ruined my trip. please let meknow if you find my bag as it has been two days now and I should have received by now!"
Pros: "Everything about the flight!"
Cons: "That food cost $$"
Cons: "The pilots was great, but the baggage was partially lost and we had to wait an hour while they found the rest and loaded it. For that hour, the airport positioned another jet with its engines firing into our air intake, so we spent the whole time coughing in fuel fumes. The crew had forgotten to put blankets out for about 1/3 of the plane on the overnight flight and didn't have enough to go around when the mistake was pointed out to them. Also, the check-in kiosks and web check-in were both faulty, so the desk assistants were overworked. Overall, the service was well intentioned, but inept. Not worth the cheaper ticket price."
Pros: "The free onboard entertainment was a welcome surpsise"
Cons: "The airline was late and every passenger missed their connecting flights. I had to wait another day and now that flight is delayed"
Pros: "Literally nothing"
Cons: "The seat was uncomfortable, the service was slow, both my flights (Newark to Reykjavik and Reykjavik to Heathrow) were delayed and the flight staff was incredibly poor about providing us updates not to mention any accuracy with the timing. Overall, my experience with Icelandic Air was so bad I will never fly with them again."
Cons: "We had an 8 hour delay and only learned of the delay when we arrived at the airport."
Cons: "Really? Not even a snack on a 6 hour flight?"
Cons: "Ridiculous delay made me lose my connection. Few alternative options to be rebooked."
Cons: "I recently was scheduled to fly out of Newark, NJ on Friday 10/20 but unfortunately there was an issue with my documentation. The airline support staff mistakenly tagged me as a no show however, I had been in contact with both the 3rd party vendor and the airline explaining my situation. I watched my 3 friends board a plan with no idea if I would get to go to Iceland, it was the weekend and no embassy was open to address what may have happened with my documentation. No one could tell me if I would be able to get on another flight and join my friends nor if I would be refunded, I was simply put on a no show list and bounced between several customer support representatives. I am very upset that the situation occurred"
Pros: "Friendly staff and great seat recline."
Cons: "No food."
Pros: "Flight was on time! Very helpful and courteous at the counter in assigning our seats!"
Cons: "Seats in Emergency Exit can't recline!"
Pros: "Clean. Moderately comfortable. Entertainment ok."
Cons: "Crews did not communicate much, they flew past with the water cart and somehow we missed them. When we asked for water they just glared at us. Not very friendly at all."
Pros: "Personal tvs"
Cons: "Nothing really"
Cons: "had about 15 minutes to get through customs"
Pros: "Flight was fine, crew was fine."
Cons: "There were complications during checkin that resulted in everyone waiting on line for three hours while the employees tried to figure it out. They couldn't and eventually hand wrote boarding passes. In my opinion - they waited too long to make the decision to do this (over two and 1/2 hours us waiting in line no movement). Because of this, our flight was delayed. We made our connecting flight but our luggage did not. We took Icelander partner Swissair to Amsterdam. We went to the Swissair lost luggage office and spoke with a gentleman who informed us that our luggage was still in Reykjavik and would be flown to Amsterdam the next day (this was Monday at noon). I told him that we were not going to be in Amsterdam, but we're driving that afternoon to Koblenz, and would be staying there until Friday. He assured me that they would fly our luggage to Frankfurt and deliver it to our apartment the next day. I gave him our information, and he gave me a baggage claim with the phone number to check on the status. He told me they would contact me by phone the next day for delivery and that we would have to be present to sign for the luggage. We did not use this as an opportunity to go on a shopping spree. Instead, we bought some essentials (soap, toothpaste, toothbrushes, shampoo, underwear and a shirt) knowing that we had laundry facilities at our disposal. We did not receive our luggage on Tuesday. I called the number given to me Tuesday afternoon (after not hearing from the airline all day) and was told that my luggage had been shipped to Amsterdam....not Frankfurt. I explained again that we were not in Amsterdam and would not be back there until Friday. I was assured that they were putting the baggage on the next flight to Frankfurt via KLM airlines and we would have it the next day. On Wednesday afternoon, I again called the number after not hearing from them all day. I was informed now that our bags made it to Frankfurt airport but would not be delivered until the next day, Thursday. We had been wearing the same clothes since we left NY on Sunday. I asked to speak to the gentleman's manager. I wanted assurances that we would receive our luggage as no one, up to that point, from any airline (Icelandair or Swissair) had followed up with me. I was the one calling each day. He was very hostile and told us his manager was not there and there was no one else we could speak to. There was no other number we could call to discuss our claim. He got defensive and his answer was that the baggage was in KLM's hands and he could not answer for it anymore. Yet I wanted to know why I had not received an update each day, why after three days we did not have our luggage, and why none of them (Icelandair or Swissair) was making this a priority. Remember, our luggage was not lost at any time. They always knew where it was and they always knew where we were going to be. This representative hung up on me ."
Pros: "Great crew service, entertainment and overall awesome hospitality"
Cons: "Nothing to snack on without paying. Airlines back at home at least give you crackers or nuts for free to hold you over- also, I find it a bit unfair how the drinks are distributed. I asked for an apple juice and received one cup while the lady next to me asked for a Diet Pepsi and received a whole can. A little unfairness there- but aside from that everything else was great."
Pros: "(Same as above)"
Cons: "Our baggage was not on our connecting flight (as was the same for several people). This is very worrisome, inconvenient and uncomfortable. It's spoiling the trip we have dreamed of for months."
Pros: "The seating is certainly bigger than economy domestic flights."
Cons: "No snacks given"
Pros: "Nice variety of movies and TV shows."
Cons: "Wifi isn't free. No snacks."
Pros: "crew was pleasant"
Cons: "lack of free snacks other than soda"
Pros: "I felt there was more leg room than on US carriers."
Cons: "Boarding seemed to take an abnormally long time. The baggage from the Washington flight was not transferred to the Munich flight, which left me without a change of clothes and other necessities."
Pros: "Organized boarding from rear first Customer service"
Cons: "Seats uncomfortable"
Pros: "It was on time and the ticket agents were very helpful."
Cons: "The seats are extremely uncomfortable and the entertainment options were limited. The sound wasn't working for my headphones so it was a long, quiet, butt-numbing trip."
Pros: "The crew were VERY nice and accommodating"
Cons: "I have no complaints. I really could not rate the food because I didn't eat. Not much on the menu to choose from"
Cons: "USB port inop. Audio in movie mode was lousy, video screen was cloudy and poor def. Food not good."
Cons: "Aisle seat foot area was less than 1/2 the size of the middle seat."
Pros: "On time"
Pros: "The service by the attendants was excellent. The flight was on time and the time at the airport was short between flights from Europe to the U.S."
Cons: "It would be really nice if a small snack was offered with beverages, as sometimes you either don't like what is offered or didn't have time to grab food before boarding."
Cons: "The clarity about baggage fees, really unclear and very expensive."
Cons: "The flight wasn't full but still had some people seated next to each other. Flights should allow for social distancing right now"
Pros: "Clear communication about delays and boarding, comfortable seats, great service."
Cons: "Did you know the flight was changed?? It moved from Nov 24 to Nov 25. I was never informed of this change that was supposedly made in October.. Even you (kayak) didn’t know bc you still think I took the flight that I booked on your site! I was forced to rebook with another airline and will be expecting a refund and then some and possibly dispute the charge all together."
Cons: "We ended up with two center seats. Person in front put back her seat so I couldn't even fully unfold my service tray"
Pros: "Very happy with the service and seat comfort. Thank you"
Cons: "I was surprised by a $120 fee for luggage. I don't remember any indication from Kayak or from TAP about a luggage fee when I booked or when I got confirmation. Further, I found out that if I had indicated that I had luggage 3 days prior to checkin, I would have only been charged $92 saving me $."
Cons: "Avoid Lisbon airport and TAP Air Portugal at all costs. A 1 hour connection at the inefficient Lisbon airport resulted in a 9HOUR DELAY. MISERABLE. Air Portugal didn’t allow adequate connection time."
Cons: "Not missing our connecting flight because if flight / airport delays."
Pros: "on time, food was good"
Cons: "seats are hard, painful for 7 hours..... crew was very noisy, very rough they kept hitting my arm. male crew hit the back of my seat to wake me up, he took away my food due to me sleeping."
Pros: "Seats are comfortable and room for pack pack under seats"
Cons: "A little too warm but not unbearable. We paid extra for seats together but did not get to pick them. We would have preferred a window but were in the middle 2 of 4."
Pros: "Movies and friendly crew"
Cons: "Food was not good Too much meat"
Pros: "I did like that the flight wasnt full"
Cons: "Website was not intuitive with regard to baggage fees. Paid $100++ for ONE bag ans then they failed to transfer my bags to the connecting flight. Still waiting on the status of my belongings."
Cons: "I arrived 13 hours late, had two extra flights. I was delayed 3 hours first flight, 1.5 hours second flight after watching two flights that I “wasn’t allowed” to be on depart right in front of me at 9 and 10 instead of the 11 that they rebooked me on. Once I landed in Lisbon after the second flight that o wasn’t supposed to take. We missed the connection by 5 minutes and there were many people flying to my same destination. I had to wait 5 hours in Lisbon when I shouldn’t have ever went to Lisbon. I bought a ticket from Newark to Zürich through Porto 10 hours in total. I think TAP overbooked everyone and seated us on purpose. The secondflight was delayed due to “bad weather” and it was perfectly nice outside. Shame on TAP. I’m sure other people are complaining."
Pros: "I’m taking offFlight was smooth and service was great."
Cons: "Flight was smooth and service was great. Long wait before taking off."
Pros: "Cancelled flight. Charged for bags even though we prepaid for them."
Pros: "Not much"
Cons: "When TAP couldn’t get me to Lisbon in time to make my connection they added a flight to Madrid where I waited until 16:00 to fly to Seville. I talked to several TAP representatives and none were helpful or apologetic and they offered me nothing for the problems they caused. I missed my only day in Seville due to this. This trip turned out to be a disaster."
Cons: "The plane was very small service was not good and the crew were not that friendly"
Pros: "Boarding, crew, timeliness, choice of entertainment, modern plane."
Cons: "Food could be more inspired, legroom is limited"
Cons: "When the flight was delayed the people at the desk did not make an announcement about the delay, what was causing it and what we could expect. People waiting had to find out through rumors. There was no good communication. We also were unable to choose our seat and were stuck in the two middle seats when there were free aisle seats still available. My controller for the tv didn't fit back into the holder easily at all and my husband got a blood blister trying to force it back in. Headrest to hold my head didn't stay put to give proper support while trying to sleep."
Pros: "Flight was delayed leaving Newark so we missed our connection in Portugal which was supposed to take us straight to Venice. Instead TAP gave us a replacement flight to Madrid and then from Madrid to Venice A FLIGHT WITH TWO STOPS IS NOT WHAT WE WANTED OR PAID FOR. Madrid was also delayed and we missed our connection to Venice. We got a new flight from Madrid to Venice and had to wait 5 hours for it. A trip from New Jersey to Venice ended up taking OVER 24 HOURS!!!! Due to the disgraceful disorganization and service of TAP PORTUGA we missed our best friends rehersal dinner a memory we would have loved to have. Extremely disorganized, terrible customer service OH AND WE HAD TO PAY FOR OUR BAGS TWICE to get reimbursed later but I don’t believe anything Tap Portugal says so we’ll see. Staff advice did not align and they were unapologetic for the experience we received."
Cons: "Everything. The travel experience was a literal nightmare and not what we paid for. It’s criminal actually."
Pros: "direct flight to Porto on this airline."
Cons: "too small seating and leg room. meal options could be better."
Pros: "Food was ok"
Cons: "The customer service I received was horrible horrible horrible especially from the check in counter the were very rude . After booking my flight on kayak I called TAP customer service just to make sure that everything was fine .I asked them about luggage they said I had 2 free and a carry on when I got to the airport said I had to pay for the 2 i said no told them that i called TAP they didn't wanna hear it i asked for the manager she I am the manager and you bought a discounted ticket and there's no luggage with this ticket only acarry on in a mean way if you want the you have to pay $90 for each I tried to call TAP can't get through them when they finally got through them the guy confirmed that I ve called it on the records but it said now it's too late to do anything I am already at the airport that I have to pay and contact them later. I wasted good hour and a half on this and I had to pay $180. After all that at the boarding gate they announced that they will call by zone .they called especial need called frequent flyers zone A never called zone B all they said last minute was this is the final call for flight #.... and I was right in front of them and guess who were the people making the announcement yep the same people at the check in counter"
Pros: "Anything I liked feels inconsequential."
Cons: "My wife and I arrived to the airport for our honeymoon extremely excited. We had been saving for our trip to Italy for months, and we were finally going to get things started. Everything fell apart when we went to check in and we were told that my wife couldn’t use her ticket because she had changed her last name. We were told that there was no way that the name on the ticket could be changed because of TSA regulations. Of course, we were also told that we could have changed the name had we purchased a more expensive ticket. In other words, we were lied to and told the issue was regulation, when really they wouldn’t help us because we couldn’t afford a more expensive ticket. The only help we were given was the pleasure of paying over $1,500 more to get my wife on the flight. I am in the process of trying to get this refunded, but as of now we have paid twice for my wife to fly, and neither ticket has been refunded. We may have accidentally broken a rule, but the only function that rule seems to have is to make us pay twice for the same seat. As of now, I would never fly this airline again, and I would warn everyone away from it. I will update this post if TAP does the right thing by two honeymooners."
Pros: "Meal was OK."
Cons: "TAP changed our seats even though we had paid extra. They were narrow and uncomfortable."
Cons: "Friendliness flight attendees Service on board Equipment/ tv Food beverage service Language skills of flight attendants"
Pros: "It was a very comfortable flight and I love the dinner they served! Would fly TAP again."
Cons: "The flight was delayed pre boarding and took longer than it should and thus missed our connection to London"
Pros: "I liked being able to exit the plane at the end of the flight"
Cons: "The seats were cramped and it’s upsetting how you can’t select your own. Flying overseas for 7 plus hours it’s best not to be sandwiched in between two strangers, some of which were vomiting the entire flight due to turbulence that the pilot announced would only be minor."
Pros: "Fast boarding"
Cons: "Had to wait forever to find out Gate Number."
Pros: "Nice crew"
Cons: "No VOD No food available in between meals"
Pros: "I got to London"
Cons: "9 hour delay"
Pros: "No power @ seats. No Internet, no spirits just wine and beer. seats are not padded enough for 7 hour flight.. Old equip."
Cons: "There were no power outlets"
Pros: "Entertainment sucks! Monitors are small and poor quality view. Fixed settings for movie options. Shut it off and went to sleep. Seats were too tight and no knee space. Food was ok."
Pros: "If your traveling with a child they are the best! Legroom was good, seats were confortable, and entertainment system was great."
Cons: "Breakfast was terrible but I guess I'm lucky the served it. Didnt like that they changed the baggage policy after I purchased my ticket and wouldnt honor the old."
Pros: "Efficient friendly generous service To a little used, user friendly airport (Free alcohol, i.e., wines; no spirits) I ordered a Muslim meal: delicious"
Cons: "We had trouble with the A/C leaving; until we were airborne, it was hot. I suspect that this is an unusual problem. In general, I find small international carriers better than the large ones; my favorite so far in Air Austria"
Pros: "Food was interesting and pretty good. Seats were okay. We were happy we choose tap"
Cons: "We never saw a crew member smile. They verged on being surley. From the time we boarded they were yawning. I do mean all of them were acting uninterested in doing their jobs."
Pros: "Seats were comfortable with plenty of room between you and the seat in front of you. Huge plane. Very nice."
Cons: "My video screen did not have English available"
Pros: "It was a good flight overall."
Cons: "Boarding went smoothly, the food , beverage , and the entertainment was good."
Pros: "The new Business Class is phenomenal! Best seats I've experienced in a Business Class thus far. Too bad the transatlantic flight from New York to Lisbon is too short to enjoy it longer."
Cons: "There is nothing that I did not like, other than that the flight duration was too short. ;-)"
Cons: "The monitors did not work."
Pros: "Friendly crew. Good info on delay"
Cons: "No offer of coffee in businesss when woke up. Still 35-40 before landing"
Pros: "Some staff were helpful"
Cons: "To start off our trip we weren't allowed to get on the plane until an hour after our boarding time. After we were allowed on, the air conditioning was not working and continued to sit on the tarmac not even leaving our terminal for another two hours. Within this two hours there were many elderly people asking for help and one specific gentleman whom was in his late 70s, informed the people around him that he had a pacemaker was pleading to get some air conditioning to the point where 6 people on the airplane were fanning him off. It was 90 degrees in the airplane and we had been sitting in the plane without any help even pleading with the attendents to let the elderly off so they did not pass out. Once we reached the 2 hour mark without any ac the gentleman in his late 70s was beginning to lose consciousness and many people had to call the emergency services, and the crew on flight TP214, tried to tell us everything was fine while the plane was pulling away from the terminal ... as they were giving the man oxygen, even though the elderly gentleman had lost the ability to communicate verbally and was about to pass out. They had to pull the plane back off the tarmac fully delaying us 3 hours in the process making us miss our other two flights. Once we were finally in the air for the 6 hour flight our entertainment system was not working so we were left to twiddle our thumbs for the remainder of the trip. It really ruined what seemed to be an exciting trip and I highly doubt we would ever take TAP Portugal ever again or recommend it to anyone no matter the price."
Pros: "Friendly staff, decent food, complimentary wine!"
Pros: "The crew was super nice and professional"
Cons: "The plan was delayed 2 hours, seats were beyond small."
Cons: "Paid for a seat with extra legroom because I'm 6'4". Was given a different seat and still charged."
Pros: "Wow!!!! I had never heard of this airline before booking our trip but goodness this was a blessing. They were so polite in the flight. They always came past to check to see if a passenger needed anything. Free bags is amazing then free pillows blankets and headphones I really hope I get to fly with them on my next flight abroad"
Cons: "Entertainment system wasn't working and will restart itself during 10 minutes EVERY 10 minutes. Very inconvenient. The flight attendants were impolite too."
Cons: "Seat cushions"
Pros: "lots of leg room and entertainment program has lots more choices to choose."
Cons: "Bags didn't get loaded, plane delayed. Poor customer service."
Pros: "Staff polite and provided fast service."
Cons: "Boarding was hazy and let room for loosing the plane."
Pros: "Seats and plane condition"
Pros: "The pods were great on 777"
Cons: "Couldn't plug in CPAP"
Cons: "Information provided on delays was limited and information on connecting by flights was incorrect"
Pros: "I was reading so much about how cramped and uncomfortable the seats on Air Canadas 787's, but I don't think their product is any worse than most other economy class products out there."
Cons: "Their "continental breakfast" was a dry piece of banana bread and yoghurt. No jam, butter cheese or other spreads to compliment with your bread. Most disappointing "continental breakfast" I have had on a plane!"
Cons: "The delay from Toronto to Newark which makes me pay extra money for my parking."
Pros: "TSA precheck"
Pros: "The flight was comfortable over all. It was on time. The staff was pleasant."
Cons: "It was hard to connect our computer to the movies. It was rather confusing and eventually we came to the conclusion that there were only 2 films that were compatible with our laptops. They were the unrated films from film festivals."
Pros: "Other than the usher at the check-in desk, all other Air Canada staff were polite and helpful."
Cons: "Usher at check-in desk had terrible communication skills. He had an antagonist tone that set an aggressive tone for those just trying to comply to his directions."
Pros: "Overall a good experience. Had to pay for food but it was quite good so I didn't mind. Supposedly the crew were short staffed but I found them attentive and helpful and to be honest I believe the people who complained may have been a little precious."
Pros: "Entertainment options"
Cons: "Air Canada is always late to board, take off, or to depart from the aircraft for the most random reasons. Every time I fly with apr Canada I can never depart or arrive in time; it's always a problem."
Pros: "Clean and comfortable cabin"
Cons: "Brusque nature of some of the attendants"
Cons: "They over sold tickets"
Cons: "i was told if i donot check my self in icant bord he was very rude I am hanNdy cap he did not care over 77years old"
Cons: "When I arrived in Seoul, Asiana would NOT grant lounge access. I had a business class tkt to Korea, and Asiana does NOt offer biz class to my destination...very huge let down."
Pros: "Delayed without cell phone text notification update."
Cons: "Paying for baggage."
Cons: "Flight was delayed 4 hours"
Pros: "It's on time"
Pros: "I liked the newer plane as the head rests were more comfortable with the movable sides."
Cons: "Flight delay"
Pros: "There was an excellent agent during boarding. I didn't catch his name but he was a tall dark skin gentlemen and he went over and beyond to assit me. His kindness left a lasting impression on me. I only wish I had his name, because he deserves to be noticed for his excellent service."
Pros: "Early and luggage delivered quickly"
Pros: "Easy flight , no late"
Cons: "Flight out of Newark delayed so we were going to miss the connection. We were rebooked to fly via London but we lost 6 hours in Rome. Air Canada attendant at Newark said the flight was always delayed and passengers regularly needed to be rebooked. You should recommend air Canada cancels selling this itinerary or bringing the Newark flight forward to de risk any delays"
Pros: "Entertainment system is good"
Cons: "Crew was an hour late arriving at airport so flight was delayed. No food, not even a snack, on a 5+ hour flight is not acceptable."
Pros: "Free movies."
Cons: "Delays at the gate going and coming back"
Pros: "good entertainment choices"
Cons: "I was on a transatlantic flight overnight, and in coach. Not enough room to get comfortable."
Cons: "the seats were very uncomfortable and didn't recline"
Pros: "Newer plane"
Cons: "Delayed for 4hrs and less than adequate meal voucher for $10 for dinner? Very disappointed and I'm a long time AC customer."
Cons: "We left 2 hrs. late. I had only 45 min. to catch my connection in Frankfurt. Had to run through that huge airport with a broken toe!"
Pros: "Time is way to early and specially When you have to wait inside the plane for 45 minutes because there is traffic for landing that is inconvenience for the passenger."
Cons: "Flight got cancelled and no alternative arrangements made Worst thing the guy at front desk did not even announce the cancellation and subsequent impact Poor customer service"
Pros: "Everyone was super polite"
Cons: "Short movie list"
Pros: "We were very impressed with Air Canada and would highly recommend flying with them to any destination!"
Cons: "Organized, friendly, polite staff. Everything ran very smoothly, especially the actual flight."
Cons: "Difficult to understand the boarding announcer at the gate, although it may have been a function of poor audio equipment at the airport."
Pros: "Staff fun and competent."
Cons: "Staff were overworked, and when did they stop offering a meal on long haul flights? Instead an ala carte system that TOOK FOREVER. Any crummy entertainment. Very disappointing..."
Cons: "would be helpful to set up cabi lights according to destination's time. Also, no socks provided for this long flight."
Cons: "They are so incompetent that they had us arriving in Germany on May 3 and connecting on May 2. We had to have the ticket rewritten TWICE."
Pros: "It was on time"
Cons: "Was upgraded, so higher level of satisfaction"
Pros: "Service good"
Airlines flying from New York to Germany have enacted additional safety measures and adjusted policies to better accommodate travelers. Policies vary by airline.
Daily cleaning, installation of cabin HEPA filters on flights from New York to Germany
Masks required on board, masks provided on flights from New York to Germany
Social distancing seating
Middle seats unavailable to book on flights from New York to Germany
Testing for antibodies, testing for symptoms for flights from New York to Germany
Waiving of change fees. Search flexible flights from New York to Germany