Bravofly
Reviews and Complaints

My parents are due to fly today from Bodrum in Turkey to Bristol ready for my wedding next week. I booked with Bravofly for both their outbound and return flights back in Feb this year. Today I had my parents ringing in a panic because the flight details were 55 minutes earlier than the confirmation booking from bravofly. When I rang they were very unhelpful and rude, saying that it was not their fault but Thomas Cook. Surely if flight times change they should have updated my booking confirmation page. It wasn't until they then rang the airline and realised a change that they sent me through confirmation of the correct time. They said they have no management there for me to talk to and "what do i want, a voucher?!". They do not have a complaints department or apparently any way of me taking this further via them. I just hope that they have informed all other passengers in time.

I booked two Ryanair flights with Bravofly in January. I received confirmation and recently received a notification email to say I could check in online.

When I went online to do this it asked me for the email address provided at the time of booking. We used my partners email address. When I entered the details it said it was incorrect so I went back to the email from Bravofly to see if I was missing something. I noticed that the email they had registered was not my partners email, but a random email address containing his name. I tried it, and it worked, enabling me to check in. I was slightly alarmed by this and checked the email about our other flight. The same thing again; not my partner's 'actual' email address but a random email address containing his name.

I called Bravofly today to find out what this was all about and the man I spoke to was rude, abrupt and sounded like he couldn't care less. His English was also very broken. His words to me were "Yea...the agency sent that through so what can I do?"

I am absolutely disgusted by this and I am concerned about arriving at the airport to find there is some sort of mistake with our booking. It doesn't fill me with any confidence at all. This is the poorest customer service I have ever encountered and I will be doing my best to discourage anyone from using Bravofly in the future. Awful company - don't deserve the business.

weI have booked 2 Ryanair tickets a few weeks ago at Bravofly. When I tried to log on Ryanair website to confirm the flight, it failed and the reason was not clear.

After we arrived at the airport, we found out that Bravofly sent the wrong email address to Ryanair, therefore we had to pay 140 euros for additional service at Ryanair service desk. They also informed us to charge this money back from Bravofly.

Therefore I sent several emails to Bravofly and eveytime a new aftersales person handled my complaint, and the summary of their answer is "we will not be responsible for any issues, and that is on the online instructions"

This is very the first time that I faced such lousy service and unprofessional company.

I will recommend everyone not to book at this unprofessional company, Bravofly.

Hao Cheng

My daughter booked a flight to South Africa through Bravo fly. Subsequently they have cancelled the booking but have frozen the money in her bank account and it will only be released in ten days time. Calls to them cost 6 euros per 15 minutes and they cant be reached via e-mail. Please warn other potential users

To whom it may concern,

I recently booked a flight with condor, and I am very dissatisfied with the service, and treatment that I have been given. My flight is not until August 2nd, and that is over 4 months away. I first asked for a refund, which I understand is not always plausible or available, however, when I then asked for either a name change, or a reroute (or a voucher for condor) I was told that this was not possible.

It astounds me that over 4 months prior to the flight, I am unable to do this. I fully understand the reason why I cannot be given a refund, but why can I not be given a reroute or name change? With this, no money is being given back to me, and the money stays within Condor. I am outraged that this is the case, and would like to be told exactly why this is, and what's the best thing for me to do? I am not going to be able to take the flight, and it seems ridiculous to waste 300 pounds on something I am not going to use when someone else could take my place, or you could re-sell my flight and keep my money by giving me a reroute. It just doesn't make any sense.

Please advice me of my best next steps.

Thank you

I tried to book tickets on the website www.bravofly.co.uk, but my experience was terrible. I choose the place and date, but these scammers didn’t provide the number of light or any other info. They charged me immediately, but after several hours I got nothing. The customer services told me to wait for the confirmation email. Nothing. Total rip off.
The customer services team was also useless and refused to return money. I wonder if there are other people, who had the same experience. Can you provide any good piece of advice?

I booked a flight with bravofly flying with Tiger Airways from Bangkok to Perth via Singapore, Booking ID [protected] departing 31/08/2013.

I really hope that you can assist me in getting my long overdue refund. I have on a weekly basis been calling [protected] (Australian number) where I have spoken to the same man each time. Each time I call he makes up new excuses as to why no progress has been made with my refund. I have not only supplied a receipt but also a copy of my bank statement and I have emailed copies of these on numerous occasions to [protected]@bravofly.com and never once received a response having confirmed with the gentleman on the phone that it was the correct address.

Details of my complaint are: When I arrived in from Singapore from Bangkok on the 31/08/2013 I was told that my flight transfer was not as it was in my itinerary (15.50pm), it was infact booked to leave the following morning. I then was advised to speak with Tiger Airways customer service desk. I had to leave the departure lounge and collect my luggage and proceed to the customer service desk. They confirmed that I was not infact booked onto the 15.50pm flight as stated on my flight itinerary from Bravofly. They advised that it was a mix up on Bravofly's part and there was no way of transferring to the 15.50 flight and they only option was to book and pay for a seat on the 15.50 flight. As I was due in work the following day I had no other option but to purchase the new flight.

The amount was $296.00 Singapore dollars which appears in the statement as $259.84 Aus dollars.

When I initially called Bravofly following my return to Australia I was assured that I would received a full refund for the new flight once I provided a copy of the receipt. Having submitted both a copy of my receipt and my bank statement and still not made any progress six weeks later I’m sure you can understand my frustration. I hope you can help in getting my refund?

I bought a Turkish Airlines return ticket on 11th of June 2013 from Ankara to Moscow (12 October-16 October 2013) from "Bravofly". I had an e-ticket number and flight details from my purchase which is different than the one seen on Turkish Airlines webpage. They changed my flight details(they changed my Istanbul-Ankara flight time on 16th of October 2013) and e-ticket number without my permission. I e-amailed them but they did not solve the problem. I learned the change incidentally from Turkish Airline e-ticket page. (My name is "Selcuk Akin"-my e-ticket number is [protected] which is not unvalid)

I booked with Bravofly from Madrid to Melbourne.
Bravofly emailed saying they would send an email with confirmation
Bravofly then emailed saying they could not confirm booking due to security reasons with their system.
They also emailed saying they had withdrawn any funds form my bank

They had indeed withdrawn the money from my bank but had frozen it.

I have called them numerous times with call time adding up to a couple of hours or more.
Bravofly first refuse to fax my bank the details of cancelled transaction
They also refused every request to speak with a supervisor
The simple information i needed from them they were incapable of producing.
I was sent from department to department when all i needed was a clear and precise document indicating the cancellation of reservation to send to my bank.

I have never been more dissatisfied by a company.
I will never book through them again nor recommend their services

I will also be taking legal action if i do not get a sufficient response soon. 4 days is too long for almost $1500 AUD to be held

Dear Sir/ Madam,
The is a cover letter to support the evidence I am submitting for a refund from Bravo Fly a travel agent I have now discovered is based in Milan, Italy not London. I have been contacting them on [protected].
I have made over 30 phone calls and about 20 emails to their customer service, cancellation and scheduling departments and I have not had one satisfactory response if any.
They had a technical issue with their website and the flight I believed I had purchased for passenger Adi Noy was for the 11/06/13. However, when they emailed me confirmation of this, it had the date wrong, the 10/06/13. Now on the 10/06/13 day Adi Noy has a university exam so I would never have made this booking for this date. I immediately contacted them to find out how this had happened and to this day one month later, I have had no response and I wish to get all my money back and make the booking directly with El Al Airline before the price goes up. As of 11/05/13 the price for the flight I want is still the same.
The only contact I have had from them was on the 10/05/13 they have told me I cannot change the booking. This is a fraud and a lie as I have spoken to the airline and they say it is possible to change the booking and they are not fully booked.
Below is a summary of the dates and every effort I have made to communicate with Bravo Fly.
I have never been so stressed out and upset by a company and I still do not have the ticket for the flight I purchased leaving on 11/06/13 returning on 18/06/13 from London Luton to Tel Aviv on El Al Airlines:-

12/04/13
Booked flight via website. Email confirmation arrives and the date of flight is different to what I had clicked on and the date needed to be changed as the 10/06/13 was incorrect. I had selected 11/06/13.
13/06/13
I immediately called them to change the date and to enquire why the web site had done this. They informed me of technical difficulties and said they would email the change of flight confirmation. I also email the company (shown in my submitted evidence) the same request and information and state it is urgent.
14/04/13
I receive a quote for changing my flight to the correct day of 11/-06/13 but they have added a fee off 59 EUROS after telling me they had technical problems.
I respond:-
“ I should not have to pay an airline penalty. Your website did not function correctly. I selected the 11 th June but it processed it wrong. I only looked at 10th, then moved the sliding bar at the top of the screen to 11th then booked. It should not have processed 10th”

15/04/13
The next day I receive a confirmation they are looking into the problem:-
“Your request has already been read and forwarded to the competent office.

The fee regarding the change as well as he possibility depend entirely from he airline companies”
The above is emailed to me.
17/04/13
I write:- “You have not replied to my last email.
Please respond.”
It takes them until the 25/04/13 to respond to this particular email and all they say as you will see from the email history is :-
“Dear Jimmy Cornaro,

Your last email was forwarded to our complains department. From my experience if you need to modify your booking, you should go on with the change.
Unless you can prove that our site is not working properly it will remain the only option when it comes to change your booking.”
18/04/13
I still have no explanation regarding the technical difficulties and all I receive is this:-
“Unfortunately the fee regarding does not depend on us but airline company.
Your request has already been delt with and the fee is the final one as unable to confirm any changes without the penalty required”
23/04/13
They email me with a quote for the change in flight will be an additional 97EUROS even though the price on the website that day confirms the price is the same as what I paid on the 13/04/13. They have made up a figure and said it is the airline penalty.
I confirm via email AGAIN that I need this flight change confirmed:-
“Ok I will not be using your booking service again. Thank you.

Please can you change the flight to the 11/06/13”

To which they respond the same day “Thank you for your e-mail.

Your request has already been read and forwarded to the competent office.
It will be replied as soon as possible.”

24/04/13

I telephone to find out what is happening. They are very unhelpful and tell me to be patient and wait a few days until they email me confirmation.

25/04/13

I email:-

“My complaint now is this.
I asked a question to your customer service that I should not have to pay the airline penalty. I then received a quote for the change of schedule for about 50 euros. I then had to wait for your customer service agent to reply to me. When she did. I accepted that and said ok I will pay the 50 euros. Then she told me the quote will be emailed to me.
When it arrived it is now nearly 100 euros not 50 like the 1st quote! This is crazy as it is because I have waited for your company to answer my question and it took you so long, why should I now have to pay double for the change.
Now you either change it for the original 50 euros or please cancel my whole flight and refund me I full.
I need an answer today because it will cost me more to pay again with difference airline.”
And they reply the same day “I've forwarded your email to our change department.
They will contact you soon”
I HAVE HAD NO COMPLAINTS DEPARTMENT OR MANAGER CONTACT ME TO THIS DAY.
26/04/13
I email :- “If this takes any longer for your complaint team to get back to me the ticket price will go up even more! What can I do?”
No reply from them.

27/04/13

I Call again

29/04/13

I write:-
“I cannot change my flight until I have spoken to the complaints team. I have been waiting for a week to solve my problem and it is urgent because the price of my flight keeps going up.
It is urgent. Why has no body contacted me?”
No reply from them.

30/04/13

I Call again and write this email:-
“It has been one week and I still have not been contacted by the complaint department.
I deserve a full refund please.
This is the worst service of any company. You are treating me very badly”

01/05/13

I telephone to speak to a supervisor or manager and I am told this is not possible. I am advised by the call centre to write an email to the customer service team explaining the situation and they will contact me shortly. You can see my email of the 01/05/13 I do this.
“I have sent 10 emails and spoken to 5 customer service agents and nobody has answered my complaint. I have also waited 10 days for the complaint department to call me and everyday I email you.
This is unacceptable service.
I wish for a full refund of this booking due to the incompetence of your company and now I have waited so long for you to answer my question, if I change my flight it will cost £100 more than if you had answered my question earlier!
So please, I cannot speak to the same customer service people, they can't help me. I need a manager who can deal with this professionally.
This is urgent because I need you to refund me so I can by my ticket with a better company and it is becoming more expensive everyday.
Sincerely
James Cornaro”
They have not responded to this email yet and I have called many times to find out when they will respond and the call centre staff just laugh at me and hang up the phone or tell me they have no time limit to respond, it may be in one month or one year!
10/05/13
Cancellation request responded to saying they would give me 120.23 EUROS back.
I ask them not to cancel but to change my flight to the 11/06/13 like I asked nearly 1 month ago. They reply
“we are sorry to inform you that your ticket fare does not permit any change.
Therefore we cannot carry on with the requested booking change .”
To which I email back immediately “You have already said it is ok and I have spoken to the airline and they say it is possible.”
They have not responded to this email yet.This day I spoke to the London El Al Airline office and the customer service assistant confirmed they could change my ticket to the date I wanted no problem. But the travel agent had to call to make the change as my contract is with Bravofly not El Al.

On the 24/05/13 they have told me they will not change my flight because they took so long to respond they are not allowed to by the airline and they will give me 100EUROS refund for complete cancellation. I have lost 350 Euros because they couldn't answer a simple question within one month.

I decided to book a flight on Bravofly.com and there started the odyssey. The sent an e-mail hours later after I booked my flight telling that it has not been possible to confirm my booking because a problem occurred during security controls in our system that did not allow to proceed with the confirmation of your reservation.
Anyway I checked my card and I found out that they took money for the ticket and in my personal page on Bravofly.com the flight was in the area booking with refund.
I sent them a message to ask what I had to do, since I needed that ticket and I did not want to book again. They did not reply and today I booked a new flight. Then, when I saw that the previous flight was still there I decided to cancel this new ticket but again they took money from my card and now I have neither money nor ticket and nobody replies to tell me what to do.

P.S. I am in Austria and I cannot call any of those expensive telephone numbers of the Customer service!
I am really angry and I will never book a ticket on Bravofly!

I used the company Bravofly to book my return flights from Bangkok - London Heathrow. I completed the booking and received a booking reference. However, the next day I received an email from their customer services saying they had cancelled my flights. Upon checking with my bank and discovering the funds had been taken and held from Bravofly I called up their customer services helpline. I talked with a gentleman who was most unhelpful and told me to "talk to my husband" about it. I was informed that the flights had been cancelled due to security reasons and the money would be held for "up to 10 days". When I was not given any more information about my flights - and whether I could re-book at the original price, I asked to speak to a manager. I was then told that the "manager doesn't talk to customers." So, in short, I have had a substantial amount of money held from my account with no flights to show for it. Additionally, I cannot book through this company but have to book direct, which will cost an extra $600. This is totally unacceptable.

I had cancelled my 3 reservations of flight on 2013-March-9th. The ID Booking numbers are as following [protected], [protected] and [protected]. But I have a question that is my credit card used to book this 3 reservations was invalidated . The Citi bank give me a new card. So what I should do about it? I had tried to contact with you on the phone, but for my poor English, both you and I can’t get a useful conversation. So I sincerely to ask you to help me. by Yang Tien Tsao

We booked 2 return tickets from London Heathrow to Belfast in March 2012 (see attached email) to travel on Thursday 20 December 2012 at 16.00 returning to London on Wednesday 2 January 2013 14.55. As a result of an incomplete transaction by Bravo Fly we did not make the 16.00 flight on Thursday as the tickets had been modified by Bravo Fly but not been completed properly so British Airways could not find any booking for us.

Finally, after lengthy discussions with a gentleman at Bravo Fly, a lady called Nesrin called me at 17.15 and told me to proceed with booking new return flights to Belfast and these flights plus our original booking costs would be fully refunded. The flights we had originally chosen were specific as we had onward travel at both ends so this restricted what when we could fly so we booked the only flights available to get us out to Belfast on Thursday 20 December and back on Wednesday 2 January. I have attached a copy of the receipts from British Airways for the 2 return tickets for myself and Julie Barber.

The cost of the new tickets was £486.72 each = £973.44 in total to be refunded. Please refund these tickets in full back to my credit card:

Name on card: Diane S Grant
Card number:[protected]
Card Expiry: 02/15

For your information the chain of events prior to and on Thursday 20 December were as follows:
The original booking was made on 24 March 2012 for 2 passengers - Diane Grant & Julie Barber
Original flights were BD086 leaving Heathrow at 13.05 on 20 December 2012 and returning on BD089 at 15.30 on Wednesday 2 January 2013
The eticket numbers were [protected] and [protected] with a PNR 5Y24OX
Bravo Fly then advised that the flights had been taken over by British Airways and we would be flying at 16.00 on BA 1418 on Thursday 20 December 2012 from Heathrow returning on BA1417 at 14.45 arriving at 16.05 into Heathrow on Wednesday 2 January 2013
We arrived at Heathrow airport at 14.45 to check in for the BA 1418 16.00 flight to Belfast
We could not check in at the desk as British Airways had no record of our booking
When we went to the British Airways Customer Service desk they could not find the new eticket numbers that related to the modified BA flight, they only had the old BMI numbers and therefore could not check us in as the modification transaction had not been completed
I called Bravo Fly at 15.05 to ask for the new eticket numbers to enable British Airways to issue tickets for us. The lady on call was rude and after 2.57 minutes put the phone down on me
I returned to the British Airways desk to ask them to try and find the booking but they said it looked like the booking had been cancelled
I called Bravo Fly again at 15.23 to ask for the new eticket numbers as requested by British Airways. The gentleman on the phone gave me the original eticket numbers and again told me to go back to British Airways
By now we had missed the 16.00 flight to Belfast
I returned to the British Airways desk to see if there was anything else they could do but they said we could buy a new ticket or they would get us onto the next flight if we could get the right eticket numbers
I called Bravo Fly yet again at 16.04 and was on the phone to the gentleman for 32.20 minutes and found myself repeating my request numerous times as he was unable to provide the correct eticket numbers that accompanied the modified flights
On a number of occasions he said it was my fault and did I want a refund. I explained that all I wanted was the right information that I would not lose the return flights as well as I was aware how expensive it would be to buy last minute tickets over the Christmas and New Year period (this is why we booked in March)
When I continued to ask for the right information the gentleman said he needed to speak to his supervisor and would call me back
He called back at 16.43 and told me to give the information to British Airways - this was still the old eticket numbers and not the new modified information. Again I told him this was useless to me and there would be nothing British Airways could do for me
He then said he would talk to his supervisor and they would verify with British Airways and call me back
Nesrin then called me back at 17.08 and told me to proceed with purchasing new return tickets to Belfast and Bravo Fly would refund the cost of these tickets and our original booking costs
I confirmed this twice with her that we would be refunded the costs and told her that it would likely cost between £850 - £950 as it was last minute and over the Christmas period. She said this would not be a problem
I proceeded to book two return tickets leaving at 20.05 on Thursday 20 December returning to Heathrow on Wednesday 2 January at 14.45
The total cost for the two tickets was £973.44 ( receipts attached to email to admin at bravofly)
Please can you confirm the following in writing:

Receipt of the information
When the cost of the tickets will be refunded to my account.
If you require any additional information please do not hesitate to contact me.

Still No Response!
Diane

I bought flight tickets from Bravofly a fortnight ago. Unfortunately the flights were not on the correct dates. I asked Bravofly to cancel the flights and refund my money. Bravofly confirmed in an email to me that they cancelled the flights and would refund the money. Bravofly have not refunded any money. The customer service at Bravofly is terrible. None of the employees are willing to help or even seem to know what is going on. Do not use Bravofly! I intend to take legal action against Bravofly to attempt to enforce the payment of my refund.

I booked flights to Cyprus from UK with Bravofly in November 2011 for me and my other half. They informed us by email that the flight times had altered slight at Christmas, but this was all fine. We were travelling for a wedding so various other people were on the same flights as us. In April one of the wedding party suggested we check our scheduled flight and we were horrified to find our route, times and transfers were all different - we even had a 14 hour wait at Istanbul airport (which is vile considering the entire flight is only 3 hours). We had NEVER been informed by phone or email of this change so would have turned up on the day, found all this out and potentially missed the wedding!

We cancelled our flights that day and since then it has been a war against Bravofly to obtain a refund. From the off they said it was fine and they would simply return the amount in full but it has turned onto email ping pong, constant calls on my part and simply no action from them.

Treat Bravofly like the plague. They are no more than common thieves.

This company has thee absolute worst customer service I have ever dealt withe in my life, and I am not kidding. This was thee first time and definitely thee last time I ever use theis company. I booked a trip from Paris to Prague in early June and when thee outbound flight was cancelled on July 10the, I received an email giving me two choices of replacement flights. Great so far. After selecting thee Thursday flight I wanted (I had to be in Prague on early Friday)...notheing. I waited for 5 days before trying to get in touch withe someone at Bravofly to make sure I had been booked on thee new flight. I waited on hold on theeir "Worldwide" number for over an hour withe no one ever picking up. I theen called multiple otheer locations (Great Britain, USA, etc) and when I finally talked to someone, theey said theat I had been booked on thee Friday evening flight (thee one I DID NOT select). I theen spent thee next 10 days trying to fix theis. I literally talked to someone EVERY day for 10 days and every day theey said theey are fixing it and sending me an email confirmation (which I never got). As I write theis message, I am suppose to fly to Prague in 2 days and I still have no idea what flight I'm on. I have been forced to book anotheer flight and hope to refunded for thee flight theat Bravofly "booked" for me. I honestly can not say how much stress and time theis company has caused me. Every single person who reads theis should use a company like Kayak.com or some otheer website before EVER trying Bravofly. I hope someone from theeir company reads theis. Hopefully theey can realize theey TRULY need to fix theeir customer service or theey will honestly be out of business in a few years.

Customer service in Bravofly is unacceptable!

I wanted to rebook my flight 2 weeks in advance.
It was an AirBerlin flight and when I called AirBerlin they told me that will take 5-10 minutes but as I booked my ticket via BravoFly - I have to rebook my ticket with Bravofly. This is when the horror started!

Everytime I called BravoFly they told me this will be done by tomorrow. I started to call them everyday and still the same "We have so much work, this has emergency priority so it will be done by tomorrow".
One day I called them and lady from Italian service remembered me from previous calls and asked:
"You called AirBerlin, right? So what is going on with your ticket?" Who is the one who should know that- me or her?!

On their WebSite it's said that US number works 9am-6pm NY time. I called them on Friday 2pm NYT- the last day before my flight and the only thing I could hear was "Our office is opened 9am-6pm from Monday to Friday, thank you for your call". Maybe this was April Fools in their company but I didn't laugh at all.

There were 2 weeks to rebook my flight but Bravofly didn't make it and I had to stay in US additional week! 10 minutes of work was more than they could handle! I could buy my ticket directly from AirBerlin and I wouldn't have all these problems and I would be back home by now. After reading a few reviews I heard that buying ticket directly from flight operator is cheaper than buying it via problematic Bravofly!

If you want to avoid problems - do not buy ticket at Bravofly!
When you make a mistake during booking, you want to rebook, cancel or do anything with your ticked you are going to have huge problems!

100% scam they charge you money but do not buy you actual tickets. No refund eventually. I am consulting my solicitor right now to press charges.