Awful Communication, Empty Promises, No Apology The flight itself was wonderful (though how could I not enjoy a private plane with my dog), but pre-flight communication was a truly terrible experience. It just felt like they forgot every single thing that I sent/asked for/was promised, like I didn't even exist. Here is the complete list of service issues I experienced within the short 3 weeks between my booking and actual flight- ________________________________________________________ Before booking, I scheduled a callback at a specific time to ask questions. The scheduled time came and went without anyone calling me. I sent an email reminding them of our appointment, and then they finally called after receiving my reminder. After booking, I scheduled a callback at a specific time again but again, nobody called. I called a second time, maybe an hour later, and then was able to reach someone. However, after the call ended, the information I was sent as a follow-up was for the wrong flight, causing me to do more follow-up to chase down the correct info. I later noticed an issue with my booking so scheduled another callback for a specific time. This time, nobody called for several hours after our scheduled time, which just makes me question why they offer scheduled callbacks if they can't commit to the schedule. When I was finally called, the person was in a very loud, distracting environment and seemed rushed to get me off the call. K9 also requests that we email them information about seating/food preferences, so I did this promptly. My email included some important questions about dietary concerns, but nobody ever responded to that email. I replied to my own email reminding the team to reply, but nobody answered that either. I then did this again, and STILL didn't get a response. In the end, nobody ever replied to this email. Finally, I sent an email complaint about the lack of responses I was getting. I was promised a response to my complaints by the end of that day, but that response never came. I was later promised I'd receive a response to my complaint within 24hrs, but that response never came either. I sent a reminder I was waiting for a response to my complaint 1 week ago, but didn't receive a response to that either. Clearly I will not be getting a response. They also give welcome gift bags to everyone before boarding but they forgot to send one for us, so that was unfortunate. They forgot us again. I had also requested special meals for the flight for dietary restrictions, but neither of the two meals set aside for me were the meals I had said I could/would eat. Just another time they showed they weren't able to listen/deliver on their promises. ______________________________________________________ As you can clearly see, communication was more of a job or responsibility than it was a service. They just did not do anything right ahead of the flight in communicating with me, and now can't seem to remember to apologize for it either.
תאריך החוויה: 28 January, 2026