Primera Air 

UPDATE **** STILL NO REFIND ******

Despite several emails from them confirming refund the last being in July where they asked for bank details and promised refund into our account within 30 days - (this took us to end of August )

- Our 2 emails we have sent since then - have not had one reply

- HOW ARE THEY STILL IN BUSINESS AND WHY ISN'T ANY TRADING STANDARDS OR WHOEVER THE REGULATORS ARE, TAKING ANY ACTION ??? HOW MANY COMPLAINTs AND PUBLIC SHAMING WILL IT TAKE ?

@ PRIMERA - DO YOU ACTUALLY CARE ABOUT YOUR REPUTATION? YOU ARE DOING NOTHING TO RESPOND TO ANYONE
************************* UPDATE OVER ************************

2 weeks ago I would have rated them a 0 and for their customer service land side as flight cancelled, Got out on a flight a day earlier meaning an extra room for 4 people in NY needed booking - the airline didn’t feel it was there responsibility to offer compensation however after a few online chats we do have a email promise of up to €150 for the room let’s see if we get anything?

Their customer service is the rudest I have ever encountered and therefor a zero still remains too high a score. Check in day finally arrived and only 1 desk opened pre booked the lounge at stanstead to fill the kids up pre flight arrived an 3 hours early to maximise the length of time in lounge after check in (we had speedy security prebooked ) so security not to blame we had 45 mins in lounge. Check in took over 2 hours.

However we have just competed a round trip to New York from standstead and I have to say air side it’s a completly different experience. Brand new plane each way was clean and comfy and despite the horrific food prices pre flight (which we didn’t opt for) the prices on board were far cheaper than any other airline which charges for drink snacks etc. Due to plane not being full we also managed to move to the incredibly overpriced seats for free. Staff on board were polite and funny and both ways was a smooth flight - primera have recruited well from other airlines such as Ryanair and easyJet. Would I fly with them again? I think not - however if they start online check in - stop cancelling flights and improve their customer service then £1000 return for 4 adults to New York is hard to refuse especially when you pass passport control they outshine the likes of BA and virgin in the air

May 29th 2018. Just back from return trip Stanstead to Alicante. Very good price, very good service and customer relation, and what a change not to have the gangway on the plane clogged by stewards trolley selling Duty free goods.so what if you cann't book on line at Stanstead at the moment as is a new service, l'm sure they will soon get this sorted.

Truley shocking!
I was on the 3rd flight from Birmingham to New York and what a joke! Firstly it was not Primera aircraft it was a national.com plane. There planes haven’t even been made yet!

The plane was a vintage 80’s model which had never been updated, it was broken, old and stank! The window had a hole around it into the interior of the plane which I was concerned about leaning against for fear of falling out! At no point was it explained that there own aircraft weren’t ready despite press releases claiming all passengers had been informed.

They are unable to deliver the service they are advertising, it is total false advertising and they are taking advantage and ripping of customers!

cancelled the flight 16 days before so I won't receive the compensation.

THE worst single customer experience I have ever had. Booked flight 8 months in advance for family holiday - specifically chose this flight as times were perfect for us, didn't need overnight stay before at airport but still reasonably early.

2 months prior to flight - email saying they have changed the flight times and now leaving much earlier. Quite annoying as now have to book overnight stay at airport costing £80 in order to make flight in time and not have to get up ridiculously early. Probably would have got it cheaper with a bit more notice. Chalk it up to experience...at least get to our holiday nice and early.

1 month to flight - email saying looking forward to seeing us on flight, would we like to book any extras.

3 1/2 weeks prior to flight - we have cancelled your flight as aircraft not delivered!!! So now have to book alternative flights at 4 times the cost as so close to date, all accommodation booked and other family going at same time.

No offer of compensation - just state as 2 weeks notice EU regulations state no need for compensation. This has cost me £900 and they don't care. Obviously knew this was an issue before hand and waited till last minute to inform customer and ensure legally no compensation. Try to call them and no one ever answers!!

This company should be put out of business. My advice - do a bit of research before booking flights. Similar stories all over the net and in comments on their facebook page. This company is an absolute disgrace!!

Bs airline , s h I t service , s h I t customer service, S h I t organisation.

Sitting on a Primera Air plane at Stansted airport as I write this - the aircon was broken from the moment we got on and we have cureently been delayed for 2.5 hours. About 30 mins ago, after finally refuelling due to a technical fault meaning we need to fly at a lower altitude, and (still no aircon), we crashed into a Ryanair plane and have now returned to the gate. The only thing I am grateful to Primera Air for is crashing into another plane on the ground and not in the air. Never, ever will I fly with this absolute clown of an airline again. Avoid!

We booked a flight, came to check in a week before and found that they had changed the times and we can no longer make the flights. Called, spent an hour on hold, to be told they were only willing to refund £85 tax of £900 worth of flights. Starting quoting EU laws within 5 seconds of my asking for a refund. Terrible airline, will never use again and will have to spend over £1000 on flights at times we can make.

When I said I would report the payment to my card issuer as fraudulent they told me to do that then.

SHOCKING.

Awful service, booked a flight with them for them to cancel it 2 months later at very late notice to the holiday. Would never use this airline again EVER

I can only describe this airline as an amateur one..I flew from Birmingham to New York on 18th May and experienced 4 hour delays ...3 hours of silence...ground staff had no idea what was going on..Finally twitter told us there were technical difficulties with the plane. Great news for an anxious flyer! 4 hours later we are on board a plane provided by another carrier which looks older than me. I would never recommend this airline to anyone, I genuinely wish I had paid more to fly on a different airline
.It seems like the idea was great .." let's do no frills transatlantic flights " but they have no way to execute it.

Delayed flight 3+ hours, had a shoddy leased plane (wasn't told either). Trying to contact Customer Services is the most frustrating part, on hold for 3+ hours with no answer, never reply to emails, their Twitter is near non-existent. Honestly cannot get in contact with a single person, it's shocking. CAA need to intervene.

I’m supposed to be flying with Primera next Friday 18th May. When I went into Manage my Booking I’m being told “Sorry, we cannot find your reservation” I’ve tried to contact them, to no avail. Update 18/05/2018 -Finally I managed (after 2 phone calls) to get them to acknowledge my flight. I am now STILL at Birmingham airport UK as, surprise, surprise, the 18.45 flight is delayed with the notification that more info will be posted at 20.00 hours. NEVER AGAIN!! UPDATE. Now further delayed...technical reasons. I will now miss the train to Middletown NJ..a woman in her late 60s with nowhere to go til the early train at 5am USA time.

I had a one-way ticket from Barcelona to Copenhagen on the 3. of May 2018, and I had ordered 2 pieces of luggage.

When I arrived at the airport, the woman at the desk said she couldn’t charge me for an extra luggage, and that I had to wait for the manager. I replied that I would not pay for an extra luggage since I had bought 2.
She said she couldn’t see it in her system. I then took up my laptop and showed her my ticket, and that it said 2 pieces of luggage.
She told me I had to wait for the manager.
After some time, I asked her where her manager was. She called him but told me that something had happened and that he couldn’t come.
I was very angry and demanded to speak with the manager, but he never came.

She told me that I would have to pay for an extra luggage if I wanted to get on board on the plane (even though she said in the beginning, that she wasn’t allowed to charge for extra luggage).

I had no choice but to pay 50 euros.

I will never fly with Primera Air again, and I advise no one to fly with that company.

Crooked airline with non-existant customer service - will keep you on hold for 3+ hours then hang up, no email response, no way to get in touch with ANYONE. Absolutely horrible, outrageous and frustrating experience - will NEVER fly with these criminals again and encourage everyone to avoid

Horrendous customer service. Avoid them at all cost A flight from Malaga to Birmingham was cancelled 20 days prior to planned departure. Info sent via e-mail asking if I wanted money back or re-scheduling. I asked for options for re-scheduling. 2 days later still no reply. Online chats not answered 2 days later. Tel assistance..... on hold for 90 mins in queue. Told I would be contacted by the irregulrity team within 48 hours. I explained that it was already more than that. The operator said they couldn't help or transfer me and that the irregularity team were only available via e-mail I was told to wait for e-mail!!!! Update after 50 hours offered replacement flight day earlier. I have asked for it. Will update later.

Flight 41 from London to New York:
. 4 hours delay
. Excuses given: it took the entire cabin crew to count the passengers on board for about 40 minutes people got angry and wanted to get off, more fuel needed and something was broken, yes, something was broken and an engineer had to come inside to fix it
. 1 hour to arrive in NY flight got diverted to Canada for “more fuel”
. Once landed in NY the message: btw some luggage’s didn’t make it here on this flight because the airplane was too heavy” and guess what? Mine is one of them and this was not for free as this airline charges for checked in luggage and everything else inside the airplane, even water.

What the actual hell happened? We have been lied to, a 8 hours flight ended up being a 14 hours hell, Getting my luggage back only on the day I’m leaving the us. No one picks up he phones or answers emails, when back at the airport to try and talk to someone, almost no one at the airport know this company.
. Why weren’t we informed in London about the luggage
. Why did we stop in Canada
. Why there is no information at all about anything
. Where is my bag

You have completely ruined my first trip to NY. I’m already in contact with my lawyers in the U.K. and the European aviation security has already started investigating as people’s lives are at high risk.
You have to complain to the security departments as this is very serious. One day this lack of fuel will end up very bad.
This people lie to you and don’t follow any countries laws or legislations.

First flight with Primera Air, Stansted to Alicante. Flight massively delayed, little or no information, understaffed and under-resourced, and give the appearance of an outfit running on a shoestring. Don’t bother.

Same problem that Same that Stratten W had, I will copy is review.

"I was scheduled to fly from EWR to STN last night. This hasn't happened. I arrived at the gate at 22:05, only to be told to wait and given no reason.

After 30 minutes with no information, I inquired again at the desk and was told that they were going through their standard security checks.

At an hour and 20 minutes they make their first public announcement saying this is due to the security check, but nothing has progressed.

At 2 and a half hours they make the announcement that the flight is cancelled and that the one tomorrow would be at 11 (AM? PM?), and included minimal details. At this point it was 1am and thought I would be able to get the details in the morning, and there was already a line of roughly the entire population at the flight trying to get hotel vouchers from them. So I went home, intent on getting up early and sorting things out then.

Upon calling Kiwi (with whom I booked), they told me the airline had provided no update to them (this seems to be a pattern). They provided the number for Primera's customer service.

I called, and was forced to wait for 50 minutes. Given that it took them 8-10 minutes to respond to each person (which you could tell by how quickly your place in the queue decreased), it seemed as though they had just one person answering the phones. The representative told me that all of the flights today were full, but that they could book me on another airline. That they do not do automatic rebooking.

We were not instructed that this would be necessary. We were simply told to be there for the next flight at 11. Had we been told that we needed to call a number or wait in line and rebook I would have done so. I'm now in the process of attempting to find an alternative flight to the UK, and I'm far from happy with this airline.

In short: screw you, Primera Air."

I am waiting for refund, compensation and payment of my new flight.

I was travelling from Cologne/Bonn with Eurowings to London for the Primera flight going from STN to EWR last week, and it was a total nightmare. It was required by the booking to show up for check-in for Primera air, so no online-check in can be made in advance.
But due a delay by Eurowings, I arrived at the Primera counter 50mins before take-off, only to find the counter completely empty with no one to assist me. Later I was told by an agent from another airline that it was too late. He said the agents and security were gone and nothing could be done and in order to rebook for the next day it would have to be done online.
If I had already had a boarding pass it might have been possible, but one had to check in and pick up the boarding pass at the airport.
Once I did finally get on the flight the next day, for which I arrived 3 1/2 hours early, the plane was so old that it still had ashtrays outside the bathrooms. It was totally no-frills - no entertainment, no water, no air controls above.

This airline is not fit to handle any passengers. It rushed to market with leased old planes that have mechanical issues, no customer service to speak of. Their record is just awful with flights cancelled regularly, no communication, no or little help and assistance and then no refunds which is actually illegal. For those of you looking to use them, don't. For those of us that did, you have to complain to the department of transport as your rights as a traveler are being abused by this airline. They are not fit to carry any passengers.