Primera Air 

Flight is fine honestly as long as it takes off... We had a cancelled flight out from Newark to London and was told through email we would get compensation of 150euro each night for hotel that we needed to extend our stay. We sent all the receipts afterwards and was told by Primera we would expect our compensation through within 4 weeks.

12 weeks later and we are still waiting. I have emailed numerous times for an update on when we would get reimbursement but only get automated replies with no real update on when it will come through. At this rate it seems I will never get my money back since there is literally no other way to contact them other than email. It seems a lot of other people are having the same issue based on the reviews here.

I've had similar issues with other airlines regarding cancelled flights (which was way more in terms of the compensation amount owed) and all were able to get us reimbursed within a reasonable amount of time (Thanks Eurowings!).

The customer service for this airline is awful. We're always looking for low cost option flights from London to NYC as it's a route we take often. We were excited when it launched, but unfortunately we will never fly this route or airline again as the customer service is non-existent. Please sort yourself out!

Absolutely disgusting service. Would never use again.

Me and some friends had our flight delayed by around 15 hours and where promised compensation of €400 (or a primera air voucher for €450)….. this was back in May and we have still yet to receive and compensation. Their customer service lines do not get you anywhere and typically just ring out. They have no UK contact you can speak with and everything on their social media pages lead me to think they just don’t pay out the compensation.

Steer clear!

Do not fall for this airline.

To give you some context, I am not one for negativity. I am understanding of challenging circumstances during travel, and believe in making light of the worst situations. But as a frequent flier, I can tell you one thing: this airline single handedly provided the worst travel experience of my life, and showed me just how incompetent and misleading up a company can be.

Here is a full recount of my experience flying out of Stansted Airport in London with Primera Air:

After a long layover in Stansted, I made it to my gate with plenty of time to spare. When they started boarding, I got on the plane, put my things under my seat, and went to sleep. I awoke a half hour later to find that we did not take off, and in fact, they were having everyone get off the plane. The reason was not stated.

Fast forward three hours later - stranded at the airport, waiting for some explanation, we learned that a part was missing in this old airplane we were about to board. They were reaching out to all the airports in London to see if that part could be delivered. They did not know how long it would take, but it could very well be later this evening that they would procure this part and ensure take off (this is what they told us).

At this point, my one hour of free airport WiFi had long expired. I was using my kindle to communicate with my family and colleagues at work. I am a fellow physician and had a night shift to get back to, which needless to say I did not make it back in time for. But that was the least of my problems.

Fast forward another hour - there was still no update. No food. No WiFi. Finally, Primera Air thinks to give us $10 vouchers for meals, which of course, we have to trek to the other side of this big airport to cash in. Not to mention the line to actually get a meal voucher is wrapping around three times over with hungry, tired, miserable travelers who had been stranded at the airport for six hours at that point. AND, they didn’t do anything to get us more Wifi time.

All the while they tell us: if you leave, and we take off, the cost of the flight won’t be reimbursed. So where did that leave us? No choice but to wait. Stranded at this airport endlessly for updates when we all had lives and work and people to get home to.

A flight that was supposed to leave at 6 pm did not show any evidence of going anywhere seven hours later. I found a group of four other travelers in an equally distressed state as myself, and we collectively decided to book another flight through Norwegian airlines to New York out of Gatwick airport for $650.

I payed $180 dollars out of my own pocket to Uber us four stranded travelers to Gatwick at 2am. We booked a hotel near the airport where we got two hours of sleep before the flight out of Gatwick the next morning, which thankfully was on time, safe, and competent.

It gets better - Primera Air eventually canceled the flight that night, and promised a baseline $690 euro reimbursement in addition to other travel expenses incurred during this nightmare experience. Thank goodness we booked another flight out, because that Primera Air flight to New York did not take off for over 24 hours after the scheduled time - I would have missed much more than a night of work if I had been relying on this airline for anything.

After I arrived back to the US, I sent them all my receipts and credit card statements, and they informed me that they sent all my information to accounting to reimburse me for all my trouble. I was appreciative at the time and thought they were at least doing the best they could with a bad situation and angry customers. I waited patiently.

Three months later - a multitude of follow-up email messages later that were ignored in full, four phone conversations later taking to several useless customer service representatives who stated with annoyance that they would “leave a written message” for the claims department as they didn’t have a direct line to call regarding my lack of reimbursement - I have not received any of the reimbursement that they promised me on May 14th, 2018.

Again, DO NOT fall for this airlines. In my experience, they lure customers with fake low prices, cause them a miserable experience, and make promises that they do not follow through on.

Dear Primera Air,
Please do not ignore customers you majorly inconvenienced after you promised them a reimbursement. Please do not continue to disrespect and disregard customers under the false pretense of cheap prices, knowing your incompetence will cost them a hell of a lot more than booking with a reliable company.

I’ll accept the 1330 Euros you promised me any day now.

This is the most disgusting airline existing on this planet. I had been due on a flight to Malaga back in May 2018 and encountered a 23 hours delay. Since then I have been trying to make a claim for compensation to which I am rightfully entitled to without any luck. Their customer claims line ignores pretty much any kind of communication made to them, the ignorance is just beyond me. Instead of trying to resolve issues and tame their already bad reputation preceding the Airline, they choose to widen the gap of dissatisfaction. Because Primera Air chooses not to communicate with Passengers and rather close their eyes and ears to ongoing issues, I have now gotten in contact with the Passenger Civil Aviation Authority for a further resolution and hoping to get a result through an official Authority.

Had a scheduled flight from Paris to Boston last month (July 2018) that was canceled 6 hours before departure. When we were initially notified via email, we came to realize that the only communication available was via email (no phone number was listed on the website or in the email). We responded immediately to this email and never received a response. In the email sent by Primeria that informed us of our canceled flight, we were given the option to book on our own through another airline and told that they would reimburse us 1500 € per passenger. While still exploring our options to try to get home we found that the only way to directly correspond with the airline was to go to the airport. When we got there, they provided no assistance rebooking with another airline and told us that the soonest that they could offer a flight back to the United States was at minimum, two days later. We could not extend our trip an unexpected two full days in the middle of the week, so given the limited options, we had to book very expensive tickets with another airline. Now that we are in the process of trying to get reimbursed Primeria Air is now telling us that they will only give us 600€ each. Responses have been slow and only will communicate with us via email. They left us in a difficult situation with very few options. Horrible experience overall. Very disappointed with the lack of costumer care and communication.

We were late getting to the gate but the rude clerks wouldn't even attempt to help us. They told us to call the airline but the line was always busy. I sent e mails and a text. I have never received a response. Their customer service is terrible. I would never book a flight with them.

Worst customer experience ever. Flight was cancelled and it cost us £5k to get home.
Numerous emails sent and no refund as yet.
Impossible to speak to anyone, no replies to emails, delaying tactics.
The worst.

Do not use.....ever

Worst ever to pay back. Court next. Soon 2 years waiting. How can they be allowed to run a business

I had a bad experience with this company. Bad customer service, no enough informations. my flight was at 9h35pm, i arrived at the counter at 8h37pm, the customer agent was very rude, telling me the counter was closed at 8h30 (2 mins late). She did not want to take me and my girl. We missed our flight, and we have to paid an extra $943 to rebook it for the next 2 days. also, there was not boarding time on the E-ticket and no terminal number. Very unorganized company. They have cheap ticket, but you get what you pay for. DO NOT BOOK YOUR FLIGHT WITH THIS COMPANY RED FLAG. I am telling all my friends and family about my experience.

Someone should start a class action suit. We are out of pocket as well. I am rounding up people that had same nightmare experience and see what can be done.

Ridiculous queues, no system, slow and infuriating. Never flying with them again. Trust me they're not worth it.

Recently flew from Stansted to Malaga. I was slightly dubious as I hadn't heard of Primera Air before but was pleasantly surprised. Check-in was straight forward (no option to checkin online which some may not like) and we received proper boarding passes that were instantly recognised by the scanners (unlike the ones other airline passengers had printed at home). The plane was on time, clean, the stewards were friendly and polite (can't comment on the food and drink as we didn't purchase any). I wouldn't hesitate to fly with them again.

after reading all the reviews I thought I had made a terrible mistake. we needed a urgent flight to Palma and primera was the only direct flight available unless we went at stupid o'clock in the evening. the flight was at 3.05 pm. check in was easy and smooth.,opened 2 1/2 hours before departure. Gate number came up as suggested 1 hour before departure time and when we reached the gate we was informed that we would have a small delay of about 10 minutes while aircraft was being cleaned. we loaded and actually took off 15 minutes late. the cabin crew was very good. and the plane was really good for the price we paid. had more leg room than one I had been on 3 days previous with Jet 2 and was a lot cleaner . we actually arrived 3 minutes late as we had a tail wind .
so for a low cost airline with so much negative feedback it was superb. did everything they promised .
I also used the chat option on the company website the day before to check that the flight was ok etc due to the reviews. the colleague Ross answered my questions within minutes and was very helpful.
Well done

I have read a few other reviews and it looks like if the plane actually takes off then you're probably okay. But if you have to deal with Primera Air when they mess up then it is going to be a terrible experience.

I am going to make a very long story short. We began our journey and had a mechanical issue so we had to return to the airport. After hours in the airport we were emailed that the flight was cancelled. We were told we would be refunded for the original flight and reimbursed for new tickets to our destination. Keep in mind this meant that we needed to purchase same day tickets from New York to London which was around $3,500.

The refund did come within a week. However I still haven't received the reimbursement. The flight was almost 2 months ago and I email pretty much every day asking for the reimbursement. I have been told it has been sent to the accounting department but I have no way of contacting them. The customer service is absolutely HORRIBLE. I get the same responses and don't actually get any answers.

I would rather spend the extra money to fly in comfort and know if something goes wrong, I won't be dealing with a company that obviously doesn't care keeping their customers. The whole ordeal has been my #1 worst travel experience.

Definitely the first and last time I will try Primera Air.

After reading reviews of this airline I was very worried about a flight from London to Toronto I had booked. However the flight was absolutely fine and there was no problems whatsoever, we even arrived 30 minutes early into Toronto. Yes you have to check in at the airport but if you arrive to the airport early it takes 10 minutes max. It's an economy airline so if you go in with greater expectations of course your going to be disappointed. Would fly with them again.

This is without a doubt the worst company i've dealt with. There are a string of issues i faced when making a booking:-

1) Return flight was cancelled 3 days before outgoing flight. Was redirected to a different airport 100 miles away from original destination.
2) Return flight was delayed by 9 hours, no food vouchers issued, no hotel accomodation. Nothing.
3) The only means of contacting them is by email, their quoted SLA is 30 working days but in reality its more like 90 days. The operatives on the phone line cannot do anything and the call times are around 2-3 hours.

To finish this review off they almost certainly don't have the cashflow to payout everyone's compensation claims/refunds and so are stalling, dodging, not answering calls and doing everything in their powers to avoid paying out legitimate claims. Do not ever use this company.

worst company ever. They cancelled my flight and I didn'T receive any notification. After going to the airport for nothing, They were unabled to put me on an other flight. I had to call them but They never answered ( I waited 40 minutes) and never answered my messages I had to book another flight, and I am not even sure that They Will give my money back ( not even talking about compensation-simply the money I spent on the flight) since I can'T reach them. don' waist your time and nerves, don'T even think about flying with them!

Never book a flight with Primera Air.
Our flight was delayed for 24 hours and compensation from Primera Air was promised in a looong number of e-mails for a period of 12 months.
Later, the emails changed to offer vouchers with limitation of use instead of money.
Their strategy is to delay the communication until it is no longer possible for you to use the european consumers agency.
This behavior has affected many more than us so beware!

Worst airline ever.

Flight cancelled before boarding. Forced to buy tickets on another airline. Promised 3.000 euro reimburse. 3 months so far, nobody answe emails. Unbelievable.

Our flight was delayed by 16 hours from BHX to AGP due to a technical fault the day before where they had to get a new plane and gave passengers from the previous cancelled flight the seats on ours. They did not tell us there would be any spaces (though we later found out there were and we could have transferred back onto our original flight), or that even that they had known about the delay the day before as we had in no way been informed. When we called there were delays on the line, though thankfully, we managed to get through and found out we were due full compensation. They have yet to pay but have responded within the time they said they would and have said they will provide it, hence the 2 stars rather than one. Return flight was only delayed by 10 minutes as is standard with most airlines, but I can safely say I will not be flying with them again. Fly with RyanAir instead if you want cheap, reliable flights.