Travelwings review: poor service

We`ve booked 2 tickets online via Travelwings in September 2023 from PLZ to Hamburg and return taken a flight the end of this year, but discovered that the surname on the ticket of my wife was wrong according to hers current still valid passport (previous surname from previous marriage) are in the passport. I immediately emailed Travelwings for a change of the surname on the ticket to the current surname, because she got re married again after her`s late husband past away. A lot of phone calls were done as well, but Travelwings is using most foreign staff in their call centre which not be able to speak proper English and even don`t understand the issue what we were talking about. Promises to call us back were also not working. TW always referred to the airlines to change the name on the ticket and the airlines (especially KLM!) referring back to TW saying that they are responsible for the change, because we`ve booked the flight via Travelwings. It`s even more difficult because there are 3 airlines involved in this flight (Airlink, KLM, FlySAfair). None was able to do the necessary change on the ticket or assist us in a professional manner, so that my wife has to apply for another new passport with the current correct surname and need to get also another Schengen visa which goes compare with the passport. The most unprofessional staff are working by Travelwings, mumbling on the phone, taking long brakes during phone calls, trying to find more excuses to refuse the changes and don`t understand the actual issue. The same belongs to KLM! Same tactics, same rude behaviour on the phone!

But that`s not the only issue for this particular booking. We`ve booked online extra baggage!, but instead of that, TW has booked lounge access? in Amsterdam for us, but only for the flight to Europe. Everyone TW and the airlines refused to cancel this wrong booking (lounge access) for us and do the right booking for extra luggage! So we had to booked extra luggage online for the overseas flight afterwards, means a lot of extra cost and trouble to basically organize these mistakes ourselves.

Summary:

We are very disappointed and outraged – we will never ever use them again, both Travelwings and the airline KLM! Most unhelpful suppliers ever had in my life! Furthermore, their staff are inaudible/not conversant or clear English speaking. This was a dreadful experience on each and every level! Companies like that are scammers, try to make big Money and misleading the customer. They should not be allowed at all to operate in this business!

Outcome and Warning: No useful positive outcome at all. They are all stubborn and refuse to listen to reason and take the necessary actions. What a diabolical and poor supplier! And be careful, most of the contact numbers from KLM provided by GOOGLE are not even working! Buyer Beware and stay away from Travelwings and KLM!