Avoid this airline - horrible customer service

Review of JDM about the flight Condor (Thomas Cook) between Baltimore and Frankfurt on 23/08/2016 in Business
Note: This review is about an experience that happened more than 2 years ago.

My father-in-law purchased a business class ticket from BWI to Frankfurt. He is elderly and has health issues that make travel difficult but decided to make this journey because he could go business class.

Condor has replaced the aircraft and the substitute aircraft does not have business class seats. When I called Condor I was treated rudely by two customer service representatives, Patrick and Alex.

They were unable to help me, offered no solutions, had no apologies, did not offer to refund the price of the business class upgrade.

When I asked to speak with a supervisor I was told there was not one available because it was the middle of the night in Germany.

I find this unacceptable in a global airline. In the future I will avoid this airline and suggest that travelers find another carrier between the USA and Germany.

Shame on you, Condor!

Overall rating
1 / 5
Value (price + quality)
1 / 5
On the ground
Check-in and boarding
2 / 5
On board
Costumer service
1 / 5
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By JDM, about Condor (Thomas Cook), , close to Houston, Texas, United States
Posted online by Nicolas, on 30 August 2016, view original version
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Condor (Thomas Cook)

Condor (Thomas Cook) replied

on 30 August 2016

Dear JDM,

I am sorry for the inconvenience. Please fill this complaint form on our website with all details (ticket, boarding pass etc...). Our Customer Service will reply to you within a month so you can get refunded for this downgrade.

Best Regards,

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