Excel Airways - You get what you pay for!

Brian Taylor · Post by **Brian Taylor** » Mon Apr 23, 2007 1:10 pm

thanks! I'll give it a shot. just had guests standig on the airport and no alibaba in sight...

don't want that to happen again!

Flick & Tim Fearns · Post by **Flick & Tim Fearns** » Mon Apr 23, 2007 7:53 pm

Hello fellow Tobago fans and Excel flyers. Is there anyone out there who flew out on 1 March and had booked XL1? 'Operational problems' were blamed for not only a delay in departure but also the total lack of XL1 seats. At Gatwick we were promised a refund of 'the cost of the seat' and we sort of thought that this might be waiting for us when we returned home 3 weeks later. But still we have heard NOTHING at all from Excel. We wrote to Customer Relations (or lack of) last Monday and sent the letter recorded. The letter has not been delivered yet. We just wondered if anyone else has received their refund for this flight or any others where the same thing happened.
The return flight was 'normal'!

Linda P · Post by **Linda P** » Tue Apr 24, 2007 5:58 am

Hi, We had a similar problem in October last year, we had booked premium economy and seats were not avalable due to a plane change, we received a cheque for a refund of the extra paid and compensation the day after we returned, two weeks later. I don't understand how you have not had your refund as soon as we did!
Linda

Flick & Tim Fearns · Post by **Flick & Tim Fearns** » Tue Apr 24, 2007 7:19 am

Hi Linda P
Thanks for telling us this - arms us with more amunition! You wouldn't happen to have an address for 'Customer Relations' would you (we were told Explore House) or even a phone number as 'Customer Service' don't seem to want to help.
Cheers
Flick & Tim

Steve Pitts · Post by **Steve Pitts** » Wed Apr 25, 2007 3:16 pm

Flick and Tim

Slightly differing scenario with our change of plans, but I waited patiently for our refund for one-way Excel one / return economy.

When the tickets arrived last Friday with no cheque enclosed I rang Golden Caribbean on 0870 777 6911 and queried the whereabouts of the refund. Louise assured me that it had been sent out on the 3rd April - two weeks ago.

She promised to send another cheque and that has arrived today.
Top marks to Louise and GC

Hope you are as successful with Excel - it's bad enough when they let you down over seating, but then to forget all about you shows a distinct lack of customer care.

Cheers
Steve

Flick & Tim Fearns · Post by **Flick & Tim Fearns** » Wed Apr 25, 2007 6:01 pm

Hi Steve
Thanks for your reply and I'll certainly call GC tomorrow - let you know the result.
Sorry to read about your flight change - I suppose we should thank our lucky stars that it was the outward flight that was changed and we did get the proper XL1 seats on the return, and I have to say they are worth the extra.
I'm coming to the conclusion that this thread should be entitled 'Excel Airways - You don't get what you pay for!'

Cheers and enjoy your holiday.
Flick & Tim

Steve Pitts · Post by **Steve Pitts** » Wed Apr 25, 2007 6:28 pm

Flick & Tim Fearns wrote:Hi Steve
I'm coming to the conclusion that this thread should be entitled 'Excel Airways - You don't get what you pay for!'

Glad to see that you still have your sense of humour

If you booked your tickets through Golden Caribbean then you should ring them on the number in my post. You never know - your cheque may have gone missing too (no comment).

Best of luck
Steve

Nisha Williams · Post by **Nisha Williams** » Thu May 10, 2007 8:57 am

Hi. Am flying out from Gatwick with XL on 30 June. Not received my tickets yet but can anyone let me know what terminal I will need and how long before the flight I will need to be at the airport. Thanks

Post by **Steve Wooler** » Thu May 10, 2007 10:10 am

Hello Nisha

XL fly from Gatwick South and the check-in time is 3 hours before departure.

Nisha Williams · Post by **Nisha Williams** » Thu May 10, 2007 10:21 am

Thanks Steve

Kathy A · Post by **Kathy A** » Mon May 14, 2007 12:53 pm

Have just returned from Tobago and travelled on XL One and had a very efficent and comfortable flight both ways. Outward flight left on time, was only half full in XL One and did not go via Grenada and consequently we arrived a couple of hours early. Return flight left on time, was full in XL One and arrived ar LGW an hour early.

So sometimes they do deliver and we were very happy with the aircraft, timing, staff and comfort on board.

This contrasts totally with our trip last year when we travelled with British Airways and I can confirm that we would never use them again to travel to Tobago. On that occasion we had pre-booked our seats which were confirmed at check-in but changed at boarding to accommodate a family member of the crew!!!!! The aircraft was the oldest I have ever travelled on and in the seat to which I was moved I was asked to hold a bucket above my head for take off and landing (total of four times as the flight stops in Antigua) to keep me from getting completely soaked by water running out of the airsystem!! The staff were unhelpful and surly throughout the flight and we could not wait to get out of the aircraft being somewhat surprised that it had actually managed to complete the journey.

However this was a good flight compared to our return journey which we were advised at check in had been overbooked. The aircraft this time was even older and in a very bad state of repair, ripped curtains, toilets not working, etc. My husband's seat was incredibly uncomfortable on the first leg from Tobago to Antigua which we mentioned to the cabin crew who dismissed our comment. On landing in Antigua grond crew came aboard to ask if my husband could move to the seat on the other side of me as they were trying to seat people coming aboard as near together as possible, which he was obviously happy to do. However we did mention that we thought the seat was broken and he called an engineer who confirmed this was the case and that the seat must be left empty as it was unfit for someone to use. He taped the seat up so it could not be used. We settled down again and took off for LGW. We did notice that in the back row a lady was sat on a gentleman's lap for take off!!! As soon as we were airborne a stewardess came round and removed the taping from the seat next to me and took it away and the lady came and sat in it for the rest of the flight and for landing at Gatwick. We were horrified. The remainder of our flight was uncomfortable and the staff were decidedly unhelpful.

I therefore feel that the "you get what you pay for" idea really does not apply to British Airways as we travelled in XL One this year for the same price as the back of the bus with British Airways.

If you want realiability and good service then travel by Virgin or if you are willing to take a gamble then travel XL One or if you are on a budget then normal class on XL but I would not consider travelling BA again.

Steve Pitts · Post by **Steve Pitts** » Tue May 29, 2007 4:45 pm

Well, back to reality ( work and knee-high grass) and we thought that the out-bound XL 1 service was - well - First Class.

Good food, wonderful staff and comfy seats. Even a free personal entertainment system for those wanting to watch a choice of half a dozen films or watch TV programs / listen to music (plush headphones like you have at home).

A shame about the return flight - even though the staff were very efficient and pleasant, the cramped seating in economy made the XL 1 luxury even more sorely (pun intended) missed.

We'll continue to fly Excel in the future and save up for XL 1 when ever possible.

'till next time

Steve