Aviapartner Reviews 

LHR to Amsterdam with BA - 5 days and still no communication at all about my lost bag from Aviapartner. Trying to reach them they do not pick up the phone and British Airways only refers back to them saying they cannot help either. Pinnacle of incompetence and rudness.

June 25, I flew with Ryanair to Nantes. My buggy was damaged. Aviapartner desk was unstaffed, and the QR code didn’t work. Waited 30 mins and left. Ryanair refuses to pay. How could I have reported if no staff was present?

Today, June 7th, I traveled from Brussels Airport to Ankara on SunExpress flight XQ 775, scheduled to depart at 11:05 AM. According to my flight itinerary, I am entitled to a 35 kg baggage allowance and online check-in, which I prepaid for. However, the female staff member at the check-in counter insisted that my allowance was only 30 kg and demanded additional payment for the extra 4 kg, as well as €5 for the check-in.
Despite showing my ticket and explaining my understanding of the baggage rules, she became confrontational, rude, and threatening. This delay affected not only me but many other passengers, causing a 40-minute delay in the flight's departure. I had two checked bags weighing a total of 33 kg, with no hand luggage. Despite this, she insisted on writing 36 kg on the slip.

When I questioned her about the discrepancy, she began shouting and berating me. I had already weighed my bags on the airport's digital scales, confirming they totaled 33 kg. Knowing my baggage rights and frequently traveling, I am diligent about my luggage weight and purchase additional weight online if necessary. With no hand luggage, I requested to remove 3 kg from my bags and place them in a separate bag, but she denied this request, stating I could not open my bags even though check-in was not yet completed.

Her behavior was unreasonably aggressive and unprofessional, with poor, rapid English that was difficult to understand, causing communication issues with many passengers. Under duress, I paid €40 in cash for the extra baggage and an additional €5 for check-in, despite it being included in my flight package. This is an unjust and forcibly collected payment. I witnessed other passengers facing similar issues.

Among the passengers was Batu Kesmen, the Turkish Consul General in Antwerp, who experienced similar treatment. The staff's behavior was not only distressing but also humiliating. She refused to allow me to access my belongings from my luggage and continued to berate me in front of other passengers. This has caused significant emotional distress and financial loss.

I request an investigation into this incident, including reviewing airport surveillance footage. Interviews with other passengers on the same flight will corroborate my account. I demand a refund of the €45 unjustly charged to me and a thorough review of the staff member's conduct. Such behavior is unacceptable and damaging to both SunExpress and Aviapartner's reputations.

Attached are the details of my ticket and travel package, confirming my entitlement to 35 kg of checked baggage and 8 kg of hand luggage. Despite presenting this information, the staff refused to acknowledge it, insisting on the incorrect baggage allowance and demanding additional payment.

Please consider my complaint seriously and take appropriate action against the staff member involved. She was in counter B11, priority guichet third one. I await your prompt response and resolution of this matter. Thank you for your attention to this distressing issue.Deniz Yavuz
Ticket Details:

Seat Number:3C
Sunexpress Ticket Number: 5642167354781
7 June 2024 Brussel-Ankara 11:05 / Delayed Departed at 11:40
My Checked Baggage Allowance: 35 kg-8 kg Hand Luggage (33 normal baggage kilos/No hand luggage) is included in my 3C package, which I have checked in beforehand. But I paid again.

Good luck dealing with this company. No call will be answered. No assistance given.

I got off my flight from Barcelona to Amsterdam, to then board the train to notice my wallet was missing from my belongings. I went straight to the AviaPartner desk and was assisted by Ricardo, who had just finished dealing with a troublesome customer, was very friendly, helpful and professional in helping me retrieve my lost wallet. Within 30 mins of reporting the lost wallet it was back in my hand. Hats off to the team in Amsterdam Schipol Aiport.

Listen, as a touring professional musician of 30 years, I understand bags don't make a flight sometimes. The sheer lack of care displayed by Aviapartners in handling this problem, the rudeness of its employees, the incompetence of its system is STAGGERING. My experience with them was in Amsterdam, and it caused me to miss perhaps the last chance I had to make music with my 91 yeard old dad, because even though they already HAD my instrument sitting in their holding area, they were nearly impossible to get a hold of, and did NOT contact me right away to tell me they had it like they promised they would. I don't want to rehash the whole story but it's had made me promised to myself to NEVER EVER fly on an airline that uses this joke of a company to handle its baggage anywhere. It's honestly mind-blowing.

Yet to receive my luggage, but the customer service at Brussels Airport was disappointing to say the least. Playing favourites and refusing to help is not what you'd expect from the person in charge after discovering your luggage is lost. It is very disappointing to arrive in Belgium like this and I hope Aviapartner either gets the feature to receive feedback or changes it's personnel.

I travelled on 1st Dec 2023 from Delhi, and my connecting flight from Munich to Amsterdam was cancelled, hence me and my husband were put in a new flight, where we were told that our luggage couldn't be loaded in the new flight, but we will receive it in a couple of days.

It's been more that 15 days now, we have repeatedly called the Lufthansa airlines, AMS avia partner, all of them reach to automated voice message and the call gets cut.

My grandmother had made food for me, and there were other very important things.

I can't believe that they managed to lose the bags, and didn't even have the courtesy to inform properly.

My wife arrived (business class) from Kuala Lumpur via Munich in Amsterdam on Saturday. The bagage was left behind in Munich. She did get PIR report at Aviapartner office alright. From there is was a big unacceptable mess. No information via email, phone number answering is a tape with message they are too busy, Lufthansa refers to Aviapartner and does not take responsibility. On Sunday we see from our tracker (not from AviaPartner supplied information) it is on transport going everywhere, except to our house. At night it is outside in front of a house in the north of Netherlands, probably in the car of the courier. Monday morning it is back at C-pier in Schiphol again. Now on Tuesday afternoon it is still at C-pier without any expectation it will be delivered anymore because NO INFORMATION and cannot reach anybody. It is a disgrace that this company is hired by Lufthansa. A middle finger to customers. My strong recommendation is to AVOID all airlines doing business with AviaPartner because they simply do not care about your luggage and the (emotional) value it has to the customer. We need EU law that is much more stricter and immediately gives right for compensation. Some airlines simply do not (want to) care.
==== Update Tuesday 5pm =====
An employee of KLM who we know, was so friendly to investigate and go to Pier C, the office of Aviapartner with the details of the luggage. The person in charge told that the suitcase was not there and showed a signed paper that proved it already was delivered. Luckily we had 2 trackers in the suitcase to prove it was at Schiphol. Reluctantly they let our contact person into the bagage storage, and we got our suitcase back.
We will contact the authorities on Schiphol, because this looks like a criminal scam. Keep suitcases at Pier C, that are registered as already delivered. After a few weeks, if owners give up, remove the suitcase from Pier C and it is forever lost. Do this with a number of suitcases every month, and a reasonable criminal side income can be obtained.
===
If you have a similar experience, please post a message on this forum. If required I will open an email address to gather all stories and share with the authorities on Schiphol Amsterdam Airport

We lost our bag on 31 August while coming back from Marrakech. We made a report by Avia Partners and we were promised that we should get it in 7 days. 7 days passed no news. The telephone number on the report disconnected saying they are busy and cannot take calls. I emailed and there was no reply. Finally after 13 days I emailed the CEO of the airline. I received my bag within 8 hours of my email. The worst part is that the sticker on the bag tells me that the bag arrived at Schiphol on 1 September, but Avia Partner is so pathetic that they didn’t inform me or update the status of my case. Pathetic company. They should be fined and banned

At Schiphol, about 90% of the passengers of a flight from LHR did not receive their luggage. The screens showed that all the baggage was on the belt. No operator approached the belt although more than 1 hour had passed and all passengers were still waiting. More than 2 hours after landing, still in line to file our lost luggage report, the employee of Aviapartner announce they would close the client service office, with still dozens of people in the line. The attendant from Aviapartner refused to give gis name and even called a customer “bi*ch”…

One of the worst and most incompetent companies to deal with - absolutely clueless how they obtained contracts to work for the major airports. While having a phone number available for customers to contact with luggage issues, they bluntly state that they refuse to pick up the phone because they're too busy messing up. Even on the airport their office was closed while the one of the competitor Swissport was staffed with three friendly people. Unacceptable!

Aviapartner took 2 hours to offload all check in luggage of all passengers from Aegean flight A3624 on 18 August in Amsterdam.
Also there was no assistance attendant present at the service desk at Belt 17 to assist passengers.
Pathetic service

A understaffed office with know clue what is happening with the luggage they are handling.

Jokers, waited for hours

Worlds worst services. They work with Vueling and have not loaded the luggage of an entire flight. Its been 5 days and they have not informed on where and when we will receive the luggage.

My suitcase arrived damaged in Nice. I filed a complaint at Aviapartner's desk in the baggage hall and was told that the registration details of the complaint would be sent to me in an email shortly. The email never arrived and subsequent attempts to contact Aviapartner over several days have all failed. For example, I was kept waiting in a telephone queue for more than 10 minutes ("There is more than 5 minutes waiting time", "There is less than 5 minute waiting time") only to be greeted with a final "All lines are busy, call again later. Click". I still haven't been able to get the registration details of my complaint, which is necessary for reimbursement of the damage. Reading all other reviewers' experience with Aviapartner, the conclusion is that this is a terribly mismanaged company that should be avoided at all cost.

Rude, nasty and shameless attitude by Aviapartners staff on Monday 27th February 2023, handling the IBERIA 3205 flight to Madrid (19:50h), at the Brussels Airport, check in counter and boarding gate A49. Treating passengers disrespectfully, specially disabled, old people and children, in a humiliating and daring attitude. Amazing!

Terrible and messy organisation at the boarding gate A49, the flight was delayed and took off at 20:39 and cheeky Aviapartners employees showed no respect to passengers. Please train these people on manners and languages too!!!!

Shameful and daunting experience at the Brussels airport with Aviapartners staff on the 27th of February 2023, IBERIA flight nº 3205, from Brussels to Madrid at 19:50h.

A lady who refused to provide her name at the check in counter and who very rudely and ironically finally said she was called "Lucy", did not command English or her job properly, or made herself understood clearly what eventually generated a terrible misunderstanding concerning the payment for excess baggage as she just said “the luggage is not in the system” and kept us waiting a long time before the security check, not being reassuring, assertive or asking or explaining herself properly.

After a long discussion she made a few calls to the Aviapartners team at the boarding door and gave our names, spelling them several times.

When we left the desk, we realized that she had put us -a three-member family with a child, his mother and a granny- on two different boarding groups, what made no sense.

When we got to the boarding gate, we asked the Aviapartners employee -a man- handling the flight to tell us the reason why we had been assigned two different groups (2 and 4), claiming our rights as passengers, and as we had paid over 700€ for the three airplane tickets.

We couldn´t understand why he was so rude, and said he was not going to help us as we had been impolite at the check in desk with his colleague “Lucy” and should wait at the very end of the line to enter the plane. So, we realized that this lady “Lucy” was actually calling his colleague to humiliate and punish us. When we asked repeatedly for his name, he kept refusing to tell us and then said in a cheeky way he was called "Nico".

“Nico” and “Lucy” kept a 75-year-old visual disabled granny, a mother aged 46 and a child aged 10 waiting endlessly at the boarding door. They treated us all with no respect, worse than if we were animals!

Some of the things the Aviapartner staff shouted sarcastically while we were walking through the finger were: “… go to Spain and don´t come back” “You are not my mother, don´t tell me what to do”, “oh no, clients are not always right”.

Never in my life I had been through such a disgraceful and shameful event.

Moreover, the flight was delayed over 30 minutes and the handling was poorly done.

This stupid f!Cking company should be extinction, they are rude, incompetent, and do not give a sh!t about the job they get paid to do. I have spent 1000s of euros doing their job for them, they sent it the one bag to two wrong addresses, lied and said that it was in random places, then after 100 euros in cabs I find out they are scapegoating. Check if your airline uses them, if so, get a new airline because they are cheap, arrogant, d!ckheads. They had better tracking systems for baggage in the 1970s