34 Reviews

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June, 2019

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Never having been let down by Flybe previously, utilising it from Southampton and flying to and from Verona impressions can change. Special Assistance really fell apart with a diabetic customer.

The flight out was delayed by some 30 minutes due to the one toilet facility being out of action and ditto, we assume for the flight home, but that was some one hour delayed arriving at Verona.

The aircraft seemed to have been pulled out of mothballs. Tatty and Dirty to say the least. Magazine and information torn and dirty. Cabin crew and captain, pleasant, helpful and informative outbound. Not so inbound. Probably the very same aircraft. The captain’s only words were, “Cabin crew to their seats,”. Very dismissive of him. (Possibly a bad day at the office?) Selection of food ran out before reaching us at row 17 apart from savoury and sweet snacks. Having been interminably delayed at Special Assistance in Verona no time was available to obtain a meal apart from the vending machines. As all will know diabetics require regular meals.

Having provided extensive request for Assistance at all airports, including the return flight, this was not recognised at Verona Airport. Met by TUI rep James who provided excellent support. However when Italian Special Assistance took over we were left for an hour after checking in at their access point, before being taken through security, because, “We were not on their list.” This despite having made it quite clear and having it placed on record Special Assistance would be required both outward and return journeys. Absolutely disgraceful that this was allowed to occur. In fact having made our views known to the relevant authorities at Verona the Director of this department presented herself and apologised profusely and relayed the information that this happened frequently because they were not informed previously by the correct parties, i.e Flybe. The Director also requested we inform the company. At arrival in Southampton only one wheelchair was provided for the lady preceding us and my husband was obviously expected to find his own, mobility problematic, way down and through the system.


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