Horrible experience, even worse customer service

Review of stella.jivkova about the flight Flydubai between Sofia and Zanzibar on 27/12/2019 in Economy
stella.jivkova FZ / FDB SOF / ZNZ

TL;DR: We got a flight delayed with over 24 hours due to a technical issue with the plane. I need to use a lawyer in order be able to get a compensation, because flydubai Customer Service doesn't even bother replying, let alone providing any useful information.

We were supposed to fly on Flydubai flight FZ1758 departing on 27 December 2019 at 14:10 from Sofia Airport (SOF). Got to the airport 2 hours prior, checked in our bags, got to the gate, boarded the plane, spent an hour and a half on the plane, had to disembark the plane due to a technical issue, were told the plane was going to take off at 17:40, waited for two hours at the gate and could not get out for food or water because we were already "on the system".
At around 18:00 we had to move to another gate because there was another flight scheduled on this one, moved to another gate just to be told that the plane was not going to fly today and we need to proceed to baggage claim.
Got our bags, went back to the check-in desks, were told the flight's rescheduled for 5:30 the next morning (28 December 2019) but that's not final and we need to call later and confirm.
Got back home at around 20:30, called to check at around 22:00, got told (quite rude) there's no new information, went to bed early as we planned to be at the airport at 3:30 in the morning. Woke up at around 1:30 a.m. to an SMS saying: "Please note that due to changes to our schedule your Flydubai flight FZ1758 departing on 27 December 2019 at 14:10 from Sofia Airport (SOF) to Dubai International Airport (DXB) has changed. You have been rebooked on flight FZ8758/1685 which departs Sofia Airport (SOF) on 28 December 2019 at 16:25 local time".
Went back to sleep. On the 28 December 2019 got back to the airport 2 hours prior to the flight. Had to wait for about an hour at the check in desks in order to check in due to another technical issue with the system. Checked in, got to the gate, waited at the gate, 16:25 had come and gone but we were still at the gate, passengers got mad, staff didn't provide any information, emotions escalated, police got involved, emotions settled a bit, waited a bit more, finally boarded the plane and took off around 18:30, beeearly made it to our rebooked connection flight at Dubai Airport.
Spent 6 lovely days in Zanzibar (should have been 7, but at least we made it there after all).
On the way back Zanzibar - Dubai flight was fine, but Flydubai flight FZ1757 departing on 05 January at 09:35 from Dubai International Airport (DXB) to Sofia Airport (SOF) was again delayed with about two and a half hours.
Anyway, made it back home after all!
I've tried to find a way to submit a compensation claim with Flydubai for the outbound flight fiasco. There's NO INFORMATION whatsoever regarding compensations on the website or anywhere else. Wrote to Customer Support anyways, to ask how can I receive my compensation.
Sent an email on 6 Jan 2020. Got an automated response "Thanks for getting in touch. Our Customer Engagement Team will get back to you within 12 calendar days.". Guess what - I still haven't got an answer.
Wrote to Customer Support on their Facebook page. Got the standard automated answer "Thank you for making us aware of your experience. We will get back to you with an update soon.".
I've now handed over the compensation claim to a lawyer as I no longer wish to deal with Flydubai.

Overall rating
1 / 5
Value (price + quality)
2 / 5
On the ground
Check-in and boarding
1 / 5
Management of luggage
3 / 5
On board
2 / 5
Costumer service
1 / 5
3 / 5
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By stella.jivkova, about Flydubai,
Posted online by admin, on 23 January 2020, view original version
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