Excel Airways-Preflight Nightmare!

[M Smith]

We are flying to Tobago in June with Excel Airways. For the last 2 weeks we have been trying to contact them regarding problems with our request for extra legroom seats.

We called hundreds of times and it is no exaggeration that we have held on for probably about SIX HOURS in total over this period waiting for somebody at the call centre to answer! Somtimes somebody did pick up only to slam the phone straight down again! When I called back the same thing would happen time and time again. I was becoming almost demented with frustration!

Once I did get through to a person in another department and because I told them what was happening, was assured that they would physically take the phone to the appropriate person who would call me back within 5-10 mins. Ten days later and I am still waiting.

I also tried emailing. I never received a response.

I called every number on their website 'contact us' page many times. Finally I got through to the company via a different department- 'XL Aviation' and eventually was passed over to the Preflight supervisor directly after complaining about the appauling situation. I was told that the £120 we had paid for the extra leg room seats would be refunded that day back into my account as per my request. A week later there was still nothing showing up on my account.

Fortunately the Supervisor had given me her direct number so I was able to avoid the previous call centre nightmare. I phoned several times yesterday and left a message on her answer machine but nobody returned my call.

Today however I got through! Somebody else answered as she was 'on the phone.' Apparently 'the machine that does the refunds has broken' hence the delay in my receiving my refund??! It should be in my account by next week, I'm told.... (I am not holding my breathe!)

What a nightmare, and we haven't even taken off yet!

If this 'service' reflects the level of competancy within the company, I'm rather apprehensive about putting my life in their hands by flying with them!

Anyway the Preflight Supervisor's DIRECT number is 01293 410723.
You wont find this number elsewhere, so hope it helps anyone else stuck like me.
M. Smith