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1 Review by Jill


I turned up at a packed August Heathrow for my long flights to the West coast of America, clutching my confirmation email from Air Express to find that the company had not confirmed my flight with the airline, so although they could see a reservation had been made for me, it had been cancelled. I had no seat. There was no space on the flight or any that day. It was a Sunday so Air Express is closed and there is no emergency contact number. I was left abandoned and grounded. All my onward arrangements were spoilt. It was distressing and a night, even at a hotel at Heathrow is pretty dismal. I had to make a choice to secure seats (on now 3 flights instead of 2) for the following day and pay out over £1100 for more tickets, to make sure I could fly on the Monday. At least I didn't have a small family with me, which would have been dreadful to cope with.

Air Express admitted it was their mistake but claimed this was computer error. Always dubious and still not to be relied on if it really is their computers. Whilst I got an apology from the woman on the phone, and they refunded my tickets costs within a couple of days, I was not impressed by their subsequent handling of this failure. Having agreed to also refund my hotel and subsistence costs for that day, and receiving my receipts, suposedly for head office, it all fell into a black hole. I finally rang them yesterday, when they were fairly off hand and claimed it had been an error in emails, whatever that means. They now have paid me back just for the hotel cost, but nothing else, so I consider myself still out of pocket considering the vastly overpriced food one gets in and around the airport. Compensation for a lost day of my holiday, spoilt arrangements, distress??? No Any formal apology? No

Why use a company that is so unreliable? In addition their flight costs (tickets bought in March for August flights), were more than those I paid direct to the airline a day before travel in August. Just book direct with an airline then you can be certain you have your seat!!


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