Run away from this airline

Review of Tracik about the flight Condor (Thomas Cook) between Frankfurt-Hahn Airport and Austin on 11/08/2016 in Economy plus
Tracik DE / CFG HHN / AUS

We decided to give this airline a try and boy are we sorry! We were involuntarily downgraded from business to premium class without any explanation.

They said that there was a problem with our plane so they had to switch. However, interestingly the plane we did get on was not full... seems to me they didn't have a full flight on the larger plane so they downsized to a smaller plane which bumped several people from business class.

We got no apologies from the ground staff and when we tried to get a refund we were directed to the website with no answers.

Also, all of our luggage was lost and again, no answers from Condor! The staff on the actual flight were great!

The seats are uncomfortable and the food was disgusting. Not worth the savings since all of our luggage has been lost. Two $4500 tickets now are costing us over $10,000 in replacing all our clothing! Run away!

General
Overall rating
1 / 5
Value (price + quality)
1 / 5
On the ground
Check-in and boarding
1 / 5
Management of luggage
1 / 5
On board
Comfort
2 / 5
Costumer service
1 / 5
Your opinion of security
1 / 5
Food
1 / 5
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By Tracik, about Condor (Thomas Cook), , close to San Antonio, Texas, United States, via its phone
Posted online by Nicolas, on 29 August 2016, view original version
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Condor (Thomas Cook)

Condor (Thomas Cook) replied

on 29 August 2016

We are sorry for your experience with us. Our customer service will reply to you very soon, it just takes around 1 month so since your flight was on 11th August, you should get an answer in the next days/weeks. A plane change can happen due to technical problem on the aircraft since the safety and wellbeing of passengers comes first. Condor operates only 767-300 ER with maximum 259 seats but we have other planes from Thomas Cook Airlines UK or HiFly without Business Class which have more capacity for seating (up to 350 seats) that is why the plane looked more empty. Regarding the bag lost, we are sorry for the inconvenience and hope that the baggage counter at the airport help you with it.
Best Regards,
Condor

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