Vueling Airlines Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Vueling Airlines customer service, archive #1. It includes a selection of 20 issue(s) reported November 6, 2015 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Yesterday morning, I purchased two flights: one from Copenhagen to Barcelona and another from Barcelona to Lisbon. I have not received confirmation emails for either flight, but I have PayPal receipts. The first flight is showing up in my account, but the second flight is missing. Last night (U.S. time) your website was down with a [redacted] error, but I tried again this morning and booked tickets. Since the second flight is not appearing in my account, I am worried. I need assurance for my upcoming journey from Copenhagen to the U.S. with a stop in Lisbon. I kindly request a full refund for both sets of tickets without any cancellation fees, as it has been less than 24 hours since I booked (following U.S. Department of Transportation consumer protection laws). I appreciate your prompt attention to this matter.
Reported by GetHuman-devinc on Friday, November 6, 2015 4:27 PM
On February 29, [redacted], at around 6:00 PM Pacific Standard Time, I tried to book a flight for July 22, [redacted], on VY8463 from Lisbon to Barcelona departing at 9:10 PM. The website showed an issue with my form but did not allow me to proceed when I tried to click the return to form button. The booking was unsuccessful for William S. Carr and Carmina D., yet $[redacted].63 was charged to my credit card for the flights and baggage. How can I finalize this booking given that I've already been charged? Please provide guidance.
Reported by GetHuman-scarro on Tuesday, March 1, 2016 6:12 PM
I need to reply to the email from Vueling, but there is no field on the website form to reply, and I cannot reply via email. This is the response I received from Vueling regarding the compensation claim: Ref: Your claim – 1-[redacted]8 Dear customer, We have received your claim dated 04/05/[redacted] 17:14:03. We apologize for the cancellation of your flight VY1502 from FLR to ORY on 05/05/[redacted]. While Vueling strives for punctuality, there are unforeseeable events beyond our control that can disrupt flights. We have reviewed your claim under Regulation (EC) No. [redacted]/[redacted] and ECJ legal doctrine. Unfortunately, no compensation is due as the flight cancellation resulted from air traffic congestion, deemed "extraordinary circumstances" under the Regulation. We regret any inconvenience caused by the disruption. Best regards, Customer Service Department VUELING AIRLINES S.A. Below is the response I intend to send to Vueling: Dear Vueling, I acknowledge your response, but according to the ECJ ruling, strikes are no longer considered extraordinary circumstances, entitling passengers to compensation. During check-in, we were informed that the pilot strike in Marseille led to the flight cancellation, as communicated on your website and via email. Given the recent ECJ decision, passengers affected by the Vueling pilot strike may be eligible for compensation up to €[redacted] per person. Additionally, Regulation [redacted]/[redacted] guarantees passengers a replacement flight or ticket refund. For delays over two hours, passengers deserve care like food, drinks, and accommodation. Please clarify the process for transferring the three compensation payments, as our credit card used for ticket purchase has been replaced. Thank you. Isabela and Fabio
Reported by GetHuman-belamelo on Monday, May 7, 2018 8:14 AM
Hello, I am reaching out to request compensation for an incident that occurred during a flight booking I made on April 28th from Barcelona to Munich. I hold a Chinese student Spanish visa and when I tried to check in for my flight, I was informed by the staff that I couldn't use this visa to travel outside Spain. This led to me missing my flight and causing a disruption to my schedule. After seeking advice from the Spanish embassy in China, where I obtained my visa, I was informed that I am indeed allowed to travel outside Spain by airplane with my visa. Additionally, as Spain is part of the Schengen area, it seems unreasonable to deny me travel to other Schengen countries. I am disappointed by this experience as I had already made prior arrangements for my trip. I believe I am entitled to compensation for the flights and losses incurred as a result of this situation. Thank you.
Reported by GetHuman-dingyang on Tuesday, May 15, 2018 8:13 PM
On the 29th of April [redacted] at 01:10, our flight from Moscow to Lisbon with a transfer to Barcelona was disrupted due to a cancellation of flight Moscow-Barcelona # VY [redacted] because of strikes. Consequently, we missed flight Barcelona-Lisbon # VY [redacted]. We found out about the cancellation en route to the airport, making it impractical to cancel the entire trip due to unrecoverable rental expenses. On the same day, we promptly purchased new direct tickets for the Moscow-Lisbon flight on the 30th of April [redacted] at 07:15. We also contacted the sales agent, SuperSaver, seeking a refund for the canceled flight and compensation for our losses from the new expensive tickets. This situation caused us to lose a day of our trip and incur additional costs for a day of apartment rental. While notification emails about the canceled flight from SuperSaver arrived on the 1st and 2nd of May, we were already in Portugal. After receiving a response from SuperSaver on the 14th of May [redacted], they arranged a refund for flights # VY [redacted] and # VY [redacted], which did not fully cover our expenses. The refund amount was 36,[redacted].34 rubles, while the new tickets cost 75,[redacted].52 rubles. We are requesting a refund for the remaining loss of 38,[redacted].18 rubles and can provide all relevant documentation and correspondence with SuperSaver for review.
Reported by GetHuman-ekskachk on Wednesday, May 16, 2018 5:20 PM
Urgent Assistance Needed: Lost Passport Before Flight! My father V.I. is currently in Barcelona and has unfortunately misplaced his Israeli passport. He is scheduled to return to Israel on Vueling flight VY7844. With little time before the flight, he may not have enough time to obtain a new identification document from the Israeli embassy. We are wondering if he can board the direct flight to Israel with a police report of the lost passport, his original driver's license as identification, and a copy of the lost passport. This situation has caused a lot of stress, and we are eagerly awaiting a prompt response. Please reach out via email at [redacted] Thank you.
Reported by GetHuman-vickiid on Friday, June 8, 2018 10:53 AM
I need to file a claim on my travel insurance bought through Veuling. I received the general insurance terms but no policy number, making it impossible to claim with Europ Assistance. Despite contacting Veuling and Europ Assistance, I'm stuck in a loop where neither party will provide me with the necessary policy number to submit my claim. This back-and-forth is frustrating, and I need assistance to resolve this issue. My booking reference is C81YNF.
Reported by GetHuman-jud_morr on Monday, June 11, 2018 9:22 AM
I received an email notifying me of the cancellation of my flight (booking code: OFY6SQ) due to an air traffic controller strike in Marseilles, France. The email mentioned the possibility of one of the flights being canceled. My companions managed to contact Vueling by phone and secure seats on a flight one day earlier than our original booking. Currently, I am scheduled for a flight from Venice (VCE) to Barcelona (BCN) at 9:45 on June 15, [redacted]. I would like to request to be moved to the same flight as my companions, departing from Venice (VCE) to Barcelona (BCN) at 21:55 on June 14, [redacted]. My fellow travelers successfully made this change earlier with Vueling over the phone.
Reported by GetHuman-trevornu on Tuesday, June 12, 2018 4:23 PM
Hello, I am a travel agent named Anne Walsh from the USA. I was assisting a client who traveled from Rome to Split on June 23 with VUELING Airlines on Flight [redacted] at [redacted] hrs. The traveler, with the last name Isaacs, mistakenly picked up someone else's backpack upon reaching Hvar. Both backpacks lacked identification, and the mix-up likely happened while passing through security in Rome. I need guidance on how my client can retrieve his backpack and return the misplaced one to its owner. Thank you, Anne Walsh
Reported by GetHuman-cmania on Saturday, June 16, 2018 6:53 PM
Dear Sir, My family and I purchased three flight tickets for a one-way trip from Barcelona to Malaga on 1/7/[redacted]. However, due to incorrect information on the website, we need to change our destination to Granada for a morning flight around 10 AM on 2/7/[redacted]. I had also reserved a car rental at Malaga Airport through Vueling, which now needs to be canceled. I have been waiting for customer service to assist me with these changes for two days without any resolution, causing a lot of stress. We were only able to change the date and time of the flight, not the destination, which resulted in penalties and unexpected costs exceeding $[redacted]. We hope that Vueling will not overcharge us for these changes. Our only request is for a one-way 10 AM flight on 2/7/[redacted] from Barcelona to Granada. We would also like clarification on the actual cost and fair price for this trip. We appreciate your help in resolving this matter promptly. Best regards, Mr. Chon
Reported by GetHuman-kchon on Monday, June 18, 2018 7:15 AM
Dear Sir, My family purchased three flight tickets to travel from Barcelona to Malaga but need to change our destination to Granada due to misinformation on the website. We are seeking a full refund to rebook or assistance in changing the itinerary and destinations. We also need help canceling the two-day car rental booked through Vueling. We are first-time travelers to Spain and appreciate any support you can provide. Thank you, Mr. Kai Chon [redacted] 1-[redacted] Ticket Information: Booking Code: HDZV9T Outbound Optima Sunday, 1 July [redacted] Barcelona (T1) BCN 12:05h Malaga AGP 13:45h VY2125 Passengers: Ki Chon/Lorraine Chon/Deborah Chon Payment Method: Visa - $[redacted].21 + $10.44 car payment charge Car Rental Details: [redacted]
Reported by GetHuman-kchon on Monday, June 18, 2018 7:34 AM
Upon our arrival at Barcelona airport on the 6th of June, our flight was unexpectedly cancelled, leaving us stranded. The airline informed us that the next available flight would only be in 48 hours, which was quite surprising. We had to make our way to a hotel with our two children, incurring additional expenses for meals and drinks. Despite the inconvenience, the airline failed to provide an alternative promptly. This ordeal caused us to miss two days of work, resulting in a loss of £[redacted]. To make matters worse, when we eventually boarded the plane after the delay, the aircraft sat on the runway for an hour under uncomfortable hot conditions due to air conditioning issues. I attempted to seek compensation through the Vueling website, but encountered difficulties as their response was related to a different flight, and their automated system prevented me from rectifying the error.
Reported by GetHuman-cathycow on Tuesday, June 19, 2018 7:35 AM
Hello, my name is Ariana Salvatore. I want to share my experience regarding flight VY2118 from Malaga (AGP) to Barcelona (BCN) on June 15th at 21:35. I was notified of the cancellation just three hours before the scheduled departure without any explanation. Upon reaching the airport and seeking assistance from customer service, I encountered an unhelpful and rude staff member. Despite expressing my urgent need to reach Barcelona that night, he did not try to find alternative flights to Granada or Sevilla. I took matters into my own hands, purchased a new ticket for a Vueling flight from Granada to Barcelona (flight no. [redacted] departing from GRX at 22:45), and had to take an unplanned cab to Granada. I am seeking reimbursement for the expenses incurred due to the flight cancellation and the unexpected travel to Granada. I hope for a compassionate response as the service received was disappointing. I look forward to discussing this matter further with a representative. Thank you for your attention.
Reported by GetHuman806119 on Thursday, June 21, 2018 9:51 AM
My daughter's luggage did not arrive with us from Rome to Palermo yesterday. The file reference number is PMOVY15838. She is currently without pyjamas, underwear, or a change of clothes. I am inquiring about the status of the luggage before purchasing these essential items, which I believe your company will reimburse me for. Could you please update me on whether the luggage has been located and provide an estimated arrival time? Thank you.
Reported by GetHuman806133 on Thursday, June 21, 2018 10:11 AM
I am traveling with my family (Maya R.) of 4 passengers under booking code Z6ENBY for a flight from MPX to Paris on June 28, [redacted], departing between 9:00-10:30 am. I received a notification about a potential strike on the same day which might affect our flight. I tried to change our flight to the evening of June 27 around 9:30 pm but encountered an extra charge of €[redacted]. This contradicts Vuelig's policy of free flight changes. I attempted to rebook but my card was declined for being in the wrong category, which is confusing as I have an individual card. My queries are: 1. Is the original flight from Milan to Paris on June 28 still scheduled? 2. Is there a strike planned for Thursday? I urgently need clarification on this matter. Thank you, Maya.
Reported by GetHuman-mayariza on Tuesday, June 26, 2018 7:45 PM
Our flight from Rome to Barcelona on April 28, [redacted], was cancelled by Vueling Airlines. As a result, we, Mrs. Daphne Montecillo, Mr. Alfonso Montecillo, and Angelique Montecillo, had to purchase last-minute business class tickets for the next day's flight, incurring extra costs. We also had to stay overnight at Hotel Prinsipe Torlonia, costing $[redacted].69 plus $51.27 in taxes. Unfortunately, our time in Barcelona was shortened, leading to an additional $[redacted].00 hotel expense for the missed day. We kindly request a refund for all incurred costs and inconveniences from Vueling Airlines. We are prepared to provide proof of our hotel expenses if needed. Thank you.
Reported by GetHuman-daphnemo on Friday, June 29, 2018 12:42 AM
Dear Customer Service, My family and I (S. Mehta, S. Mehta, A. Mehta, and R. Mehta) flew from Barcelona to London Gatwick on BA Flight [redacted] on July 1st. While checking in at the Vueling counter in Barcelona, the staff member assisting us accidentally let one of our bags go on the belt without affixing the main luggage tag. Despite her assurance that it would be resolved, the bag did not arrive when we got to Gatwick. We were put on a waiting list due to unavailability of seats but managed to board the flight. Upon arrival, we reported the missing bag and received file reference LGWVY17127. However, the bag remains untraceable. We kindly request your assistance in locating it promptly. Thank you.
Reported by GetHuman845060 on Tuesday, July 3, 2018 8:13 AM
Dear Forum Members, I am reaching out for assistance regarding the unfortunate loss of my baggage during my recent flight from Milan MXP to Barcelona BCN on June 27, [redacted]. The claim number for my lost baggage is BCNVY62936. The bag is a Samsonite light blue fabric medium size upright roller bag, containing vital athlete training gear, credentials, special hand-made shoes, and other materials crucial for my upcoming competition. Inside the bag, there are over [redacted] items, many with personal positive identification forms. All my identification, including name, address, email, phone number, and photo identification, are within the missing baggage. If anyone has information on the whereabouts of my bag or suggestions on how to expedite the search process, please do let me know. Your help in resolving this matter promptly is greatly appreciated. Thank you. Valerie P.
Reported by GetHuman-valpaw on Thursday, July 5, 2018 4:13 PM
Dear Sir/Madam, I encountered an issue while booking a flight from Vienna to Malaga for one passenger, Akos Makra. Unfortunately, there was a problem with the Paypal payment process. I am unsure of the booking number (possibly GHDUSX) and the flight number (potentially VK-[redacted]). I have submitted a ticket on the Vueling website yesterday with the correct details, but I am uncertain if it was successfully processed. Could you kindly advise me on how I can confirm and complete the payment for my booking? If you require any further information, please feel free to reach out to me. I eagerly await your response. Yours sincerely, Ákos Makra
Reported by GetHuman-akosmakr on Friday, July 6, 2018 11:25 AM
Dear Sir/Manager of Vueling Airlines, I am Jihan Kaisi from Lebanon. I arrived in Barcelona from Beirut last Thursday, July 5, [redacted], for a short vacation before heading to the Netherlands for a few days. Unfortunately, my luggage did not arrive with me at Barcelona airport. I have been in touch with Vueling staff who opened a file for me and provided a reference number: BCNVY63626 under the username ELKAISSI. Despite assurances that my bag would be sent to my hotel in Barcelona, it has been three days with no sign of my luggage. Numerous attempts to contact Vueling via phone and email have been unsuccessful, and the online status still shows "delayed baggage." This experience has caused me considerable distress as I have had to shop for essential items like clothing, toiletries, and makeup. Some belongings, including sentimental gifts and an external hard drive with important documents, are irreplaceable. This trip, my first with Vueling based on a friend's recommendation, has been the most disappointing travel experience of my life. I kindly request immediate assistance in locating and delivering my missing baggage. For updates, please contact my friend at +[redacted]3, who has been trying to help on my behalf. Should you locate my bag, please send it to my hotel in the Netherlands: Bastion Hotel Dordrecht Papendrecht Address: Laan der Verenigde Naties [redacted], [redacted] LA Dordrecht, Netherlands Phone: +31 78 [redacted] I am due to return to Barcelona on Wednesday, July 11 (booking code: DCITSW), and fly back to Beirut the following day. I eagerly await your prompt resolution to this issue that has marred my journey so far. Sincerely, Jihan Kaisi
Reported by GetHuman-jihanka on Saturday, July 7, 2018 7:59 AM

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