We were waiting to board our VY3514 Flight at 16:05 on 02 Sept 2022 from Barcelona to Ibiza when the Airline changed the boarding gates 3x without any announcement of delays or changes. All the passengers for this flight were just stuck on the big monitors waiting for boarding announcement. We were like lost lambs in the middle of Barcelona Airport running from one gate to another. Finally, our Departure Time of 16:05 came and still no announcement. At 16:31 Vueling sent an email saying VY3514 was cancelled. And if these were not enough, navigating and figuring what to do or where to go next was a complete struggle since there were no announcements made and no Vueling Airline personnel to talk to until one of the passengers mentioned to inquire at the Iberia Transfer Desk. (Like how we would even know this?). At the Iberia Counter, they told us to go a to Counter 413, to inquire about our flight options. When we reached this counter, we were directed to another counter!!! At this point, we received an email from Vueling about a replacement flight for the following day or a refund if we don't want to take the flight.
I told the Airline personnel, that I would like to get a refund because the flight they offered me was for the next day and I was supposed to be back already the next day. I also told the Airline Personnel that we needed a place to stay for the night because we didn't have a place to stay in Barcelona as we were supposed to be in Ibiza that night. The personnel excused himself and after what seemed like forever, came back and gave me a hotel voucher but with a catch, he also gave me Boarding Passes for the next day's flight. I told him right at the beginning that I didn't want the replacement flight because it doesn't make sense because my flight back was supposed to be the next day too and that I just want to a refund. He said that that's the only way to issue the Hotel Voucher for the night and that when I get to the hotel I can just cancel online and get a refund. I was hesitant about what he said but we were so tired after a long day that we just took his word for it and went to the hotel. After dinner, I checked my booking and there was no option to Cancel and get a Refund. I was upset but was so tired and decided we would go back first thing in the morning to the Airport to settle everything. And guess what, the Airline Airport Personnel cannot fix any of the Issue which just amazes me.
I fell in line at the Airline Count at 8:00am rehashing to the Agent what happened the day before and that I don't want the flight, I just need the Refund. Their best Advice was they will cancel the flight, but I have to go online to request a refund. I told the agent that there was no option to do it online, so she suggested to fall in line at a different Counter for the Vueling Customer Service!!! I went to the Customer Service Counter and the Agent at the Vueling Customer Service said that it's showing that my replacement flight was not yet cancelled and that I should do a refund online, which I again told him that refund option was not available online. He also told me to go back to the previous Counter to cancel the flight!!! Never ending passing of responsibility with no resolution. The other agent at the first counter finally said to call the Customer Service hotline. I told her that I just talked the Customer Service Counter and he can't do anything. The Agent said it's a different Customer Service on the Phone. I asked her if I can use a landline phone to call their Customer Service. She said no, they don't have a phone they can offer me. I found out later on that under the EC 201/2004, Vueling Airlines is Required to give 2 phone calls. Mind you this phone call which I was going to make was to call their Customer Service Hotline since they can't fix the issue at the Airport. Isn't it standard procedure to issue a Refund if the Airline cancels their flight and the replacement flight doesn't work for the passenger? I used the phone at the Front Desk of the Hotel we booked for the rest of our trip to claim a Refund from the Vueling Customer Service Hotline. What the Phone Agent did was just send me an email about my call, and he said to request a Refund from there. I did apply a Compensation online, to which the Airline denied compensation. The refund request they never responded in the email. I followed up twice when I got back to LA and received the same answer from the phone Agents, that refund request was still under review??? It's already going to be a month next week after they cancelled the flight and still no Refund nor Compensation. Aside from complete waste of my vacation time spending 2 days at Barcelona Airport dealing with Vueling Personnel with no resolution, I also have non-refundable Hotel Reservation in Ibiza which I have to incur.
I don't expect much from a low-cost Airline, but I expect a refund from the Airline if they cancel their flight. Never again!!! read more