sparkyflyer - 10/02/2011 17:10 GMT
Reservation
I was looking to travel from Madrid to Barcelona in Business Class, with the options being IB, Spanair, Air Europa and the AVE train. I chose Air Europa due the time of the flight, the price and to top up my Flying Blue/Skyteam miles. Air Europa (UX) is a new member.
The website I found basic and clunky, with not much information, and a warning that the amount charged to a card may be different to the one indicated! This gave scope for me to worry and not an awful lot of confidence, so I called up their UK call centre. The guy was friendly, efficient and helpful and quoted me the price I had found online, so I confirmed and tried to make the reservation. I was quite shocked and miffed when I tried to pay with my Amex, only to be told that they did not accept this. I really could not believe this. Many of us regular travellers use Amex for the miles, protections etc. I was very, very tempted to try another carrier, but the schedule and price were good, as was the Rep, so I stayed and used another card.
I am someone who really believes in good customer service and professionalism and in this case "David" (I think it was) made the difference!
Be warned that just because a carrier is a member of an alliance does not mean they take Amex!
Check in and lounge
Check in was efficient, prompt and friendly. Luggage tagged as priority. I find the old terminal at MAD easier to get to and from the city centre than the Iberia terminal, and it was straight forward.
The Lounge was disappointing. Drinks and nuts, but no sandwiches or anything filling. Only 2 PCs were working and both of these were being used. I enquired at the desk of the Skyteam Lounge (managed by the airport operator) to be advised could use the pay-for wifi. I was shocked again and somewhat disappointed at this.
The flight
About 30 minutes late. Aircraft was a 737-800. I had reserved the seat 2A when I made the reservation. Cabin was full and middle seats were not taken, quite comfy but nothing special. Crew very welcoming and friendly with an apology for the minor delay. Flight about an hour, however, did not feel like Business Class -cava in plastic "glasses" with crisps and biscuits free of charge - no sandwich or carbohydrate at all. So nothing thing solid in the lounge, and again on the plane, was really hungry by now and awaiting landing with some relish so I could eat!
Summary
All staff was pleasant but they were the only part of the offering that was quality. The rest of the product- website, not taking AMEX, the lounge and lack of online and food, and the onboard catering were all disappointing and did not match in my opinion what I would have expected from a Skyteam partner airline.
Good staff, unsatisfying product offering.
