I flew with Excel airways for the very first time on holiday to Sharm el Sheikh in september 2006.
Thought it was great that we could fly from Cardiff so easily . but being able to fly locally was the ONLY advanatage!
We arrived at check in Cardiff at least 2 hours before as we usually do. We purposely had ensured that our suitcase was below the weight restrictions so that there would be no problem. If you rememeber at the time there were various restrictions on hand luggage, namely that you couldnt take any liquids etc. So no toothpaste, deodorants etc.
There were several people in front of us with suitcases each that were over the limit. Any way the flight as far as flights go was ok. It was on time and relatively comfortable. I wouldnt class excel as a luxury airline so I wasnt expecting much more. We arrived at Sharm el Sheikh slighly early due to a tailwind which was nice. In flight meal was Ok. Some chicken dish if I remember but then again flight meals are what they are! Staff on the flight seemed friendly enough, not overly attentive but doing their job just fine. Leg room was minimal and we werent sat together - even though we had got there early!!
Any way we arrived in Sharm and thats where we reaslised what an amatuer company we were dealing with. We went to the carousel to collect our suitcases and they werent there. So we had NOTHING - no clothes between us, no deodorant nothing! people who'd over packed had their suitcases (thats why im bitter!!) We didnt have a clue what was going on. Someone from the Egyptian end came to speak to us but he didnt tell us what to do or what had happend all he wanted was our names and ticket numbers. we were then packed onto the coach with no explanation.
We arrived at the hotel and after speaking to other guests established that this was a regular occurence. Apparently the previous 3 monday flights had all suffered. Excel apparently overbook the flight including luggage knowing that not all the luggage will get there. I dont understand how a company can run themselves in this way??
The next morning (after having to endure 45 degree heat in the same clothes we had worn since 6am the previous day) we went to try and speak to the rep. She was about as useful as a chocolate teapot. She said I dont have any information I will ring you when I do. So we waited. Nothing. In the end my husband rang the airline themselves and managed to establish that the flight was coming in at 11pm that night. oh and that we would have to travel back to the airport at our expense to collect the luggage!
So we did eventually get the luggage and tried to enjoy the final 5 days of our holiday. We did try and speak to the rep again about getting reimbursement of the taxi fair but this was like getting blood out of a stone. It was only because my husband spoke to her supervisor and agreed the refund that we had it because she wasnt going to. She wasnt interested in anyone there or apologising for the trouble. An absolutely appauling representative of the company in my opinion.
So the flight home. Surely nothing else can go wrong.. Could it?? Flight home again - ok. Nothing memorable. We arrive at about 1 o clock in the morning to cardiff. wait by the carousel for our luggage. it goes round and round and round. and stops.... 50 other people gasp. NOT AGAIN surely!! In one week our luggage has gone twice!!!! The people at excel knew this was going to be the case and went straight home leaving the poor people at the airport to deal with 50 tired angry passengers. Bless them they were great. We rang the company to be told it would be tuesday before we fot the items back. Tuesday we waited- Nothing. So we rang. No sorry it will be wednesday and we will ring you first. wednesday.... no phone call.. about 3pm a knock at the door. Our beloved suitcase... I was so pleased to see all my best stuff that I couldnt even say anything. So we got in touch with excel. 1o weeks later they offered us.... £50.00
This was only after several phonecalls and requests to speak to supervisors. I have never been so infuriated in my life. They werent even sorry for the inconvenience.
Needless to say I will NEVER travel with them ever again.
never ever!!
More details
Class flown most frequently
Economy
How often do you travel with this airline
First time
Where did you book
Online Travel Agent
Safety
Good
How well does it cater for disabled people
Don't know
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