"A horrible nightmare !"

Visiting our daughter for the week-end, flight from Paris on the 15th of Feb was postponed from 9.30 am to 1.50 pm. On the way back, worst scenario, flight booked on the 18th of Feb, 11 am rescheduled on the 19th of feb 06.30 am. Woke up at 4.30 am, payed a taxi (no buses at that time) and finally arrived at the airport to be informed that no flight was planned !!! One additional hotel night paid at our own costs. No service, no compensation, no proposition for a breakfast or any accommodation service. The worst company I ever used in my life !

"We recently flew as a family of four…"

We recently flew as a family of four from Southampton to Paris Orly and what a brilliant experience we had! Literally cannot fault the service at all! Super quick and efficient, the kids loved the free mini cheddars and drink also! Thanks

"I wouldn’t even give 1 star"

I wouldn’t even give 1 star. Appalling service. They cancelled my flight without any prior email to tell me so. I arrived 2 hours before my flight was meant to fly, spent money getting a taxi to the airport in good time and now I’m having to wait 8 hours for the next flight to Newquay which also is delayed.
Nobody at their front desk works for the airline.
When I phoned the customer service helpline, I spoke to Lindsay who was incredibly rude! She already started the phone call with an angry tone and tried to make out it was my fault because they don’t run a 24 hour helpline service. No apology given and slammed the phone on me. Even if they don’t run a 24 hour helpline an automated email would of been better received, so I could of made other arrangements to travel. Dreadful!! Take the train or drive!!

"Disgraceful and Worrying Treatment of Disabled Passengers"

As with a previous reviewer I have had problems with attitude towards disability, and an exceptionally poor attitude when complaining.

The crux of my complaint is that I was lied to by the Sky Desk Gatwick staff (working on behalf of Eastern) when my flight was cancelled. They told me that my only option was for them to put me in a taxi (a 5-6 hour drive which I knew would make me very sick due to my disability). They told me that all the flights the following day were cancelled (which was a lie) and that Eastern Airways were not offering alternative flights. The Eastern Airways person I spoke to on the phone the next day was quite horrified by this. She told me that I should have been offered a replacement flight the next day as an option, and advised me to put in a written complaint

The response was appalling, and because it mirrors other people's experiences (in other reviews TripAdvisor) is smacks of systematic discriminatory attitude to disability complaints.

Much of the reply was bout how the weather had caused the cancellation - despite the fact that my complaint made it very clear that I wasn't complaining about the cancellation). But largely the person who replied to me blamed the situation entirely on not booked disability support at Gatwick. According to them, apparently, a disabled person should expect to be discriminated again and lied to if they do not book support and this is perfectly acceptable. (Incidentally, I did not book because my condition has developed recently, I had only travelled with it once before and not with check-in luggage, and at the time of booking I was unaware that I would need the support.)

I had, however declared my disability on my booking, and I had gone to the disability support desk at Gatwick as soon as I realised that I was having problems. (I put all of this in my complaint.)

But what is especially concerning, is that this seems to be a stock response when disabled people complain. If they didn't book the support in advance turn the complaint around and blame it on the customer. This practise IS disability discrimination, and as such is quite disgusting.

I wanted to add to this that Eastern Airways staff at Newquay Airport and Newquay Airport staff have always been exemplary in their treatment of me as a disabled person. The complaint largely related to Skybreak staff acting on their behalf at Gatwick Airport

Eastern Airways need to put a stop to this practice. And they need to actually deal with complaints from disabled people, for the same reason.

"AVIOD at all cost"

I had a frustrating experience with an airline. After 40 minutes on a bus without open windows, we learned the flight was canceled. The bus returned us to the airport, promising a hotel stay and a rescheduled flight the next morning. Upon waking up, the airline revealed our flight was postponed for an additional day, leaving us stranded for two days. No solutions were offered, and to extend our hotel stay, we had to return to the airport with our luggage for another voucher. Not recommending this airline, seeking compensation, and we lost two days' wages as I was supposed to be back at work.

"Such a poor airline"

The flights from Newquay to Gatwick are so unreliable. Always takes off late from 5 minutes to several hours, often cancelled. Three times had to get of the plane as it broke down on the tarmac at Newquay. Good job they seem to have a spare down there !

Coming out of Gatwick there are no Eastern staff, they sub the work out. Again the flights are often delayed, even been sent to the wrong gate and not told where the new one was.

Problem seems to be the organization because the staff on the flights are fine. Aircraft are basic and cost is high compared to others. Won't use again, just can't rely on them, as the saying goes," If you've time to spare go by air"

"Dreadful customer service"

I called up for a relatively mundane query about surfboard bag allowance and was met with the worst customer service I have ever dealt with. The individual on the phone was confrontational and turned a routine discussion about baggage allowance into an argument with no benefit to either party. Perhaps this is an okay airline in ordinary circumstances but the customer service is the worst I've ever encountered.

"AVOID - CANCELLED FLIGHT LAST MIN - NO REFUND!"

Cancelled my flight to Newquay whilst sat at the gate and then to add insult to injury the member of staff who lead us out of the airport was very abrupt hurrying us to make way for another aircraft. No way of getting a refund or any information.

Do yourself a favour and do not use this unreliable airline. I should have trusted the negative reviews! Kicking myself now!

"Awful customer service"

Awful customer service. Unable to checkin online and when I arrived at Paris Orly airport there wasn’t anyone available to help. I was unable checkin despite arriving early. Customer service line was close and once I managed to hold of someone, I was told off by a grumpy woman it was my own fault.

"I flew from Newquay to Gatwick today by…"

I flew from Newquay to Gatwick today by Eastern Airways. Flight crew were very nice and friendly. This is the first time I have used this airline and was very pleased with the service I received. Wouldn’t hesitate to use again.