2.00 stars

18 Reviews

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Heather's complaint against Bravofly

Heather Baird


[RESPONDED] I have been lied to, my flight could not be used and I want my money back.

Complaint against Bravofly

I recently made a booking for my daughter to fly to Rome from manchester, with a puppy. The puppy was originally booked to travel in the cabin, but as he grew I realised this would not be possible. I phoned Bravofly and asked if it could be changed to travel in the hold. 'No problem, i was told. This was on the 22nd of May, and the flight was not until 1st June. I asked if I could have an email confirming this, but on 24th May I received an email confirming the puppy was accepted by the airline to travel in the cabin. I responded immediately, giving the date and name of who I had spoken with to change this to the hold. I made numerous phonecalls, and sent many emails asking for this to be confirmed. I found customer service to be very rude, with poor english and poor quality reception on the lines, which I could not help feeling was used to their advantage as they kept misunderstanding and got annoyed with me saying they had aready responded via email. The only response via email still had the puppy in the cabin. Yesterday, I spoke with a member of Brussels Air, he said they had two dogs booked on the flight for me, and that the puppy would not be allowed to travel in the hold of the plane as Bravofly had not confirmed this. I therefore request a full refund. As it was I had to book a flight for my daughter and for the puppy to go in the hold with Swiss Air, this morning.

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Bravofly has responded

  • Comments (2)

Sofia Bianchi | | VERIFIED

Dear Heather, Many thanks for your message here. We are sorry to read about how disappointed you are with the service we provided and for the misunderstanding. Please be rest assured that your request will be forwarded to the department in charge and one of our representatives will get back to you as soon as possible. Kind regards, Sofia

Heather Baird | | VERIFIED

I look forward to hearing from you.
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