Eastern Airways Anmeldelser 

I was due to fly Newquay to Gatwick to attend a job interview (I was the interviewer) on 4th March 2024. After waiting at the airport for almost two hours, we were told the flight was cancelled. I did not want the replacement coach option, as this would have me arriving into Gatwick in the early hours, and my hotel was in Central London. Living in West Cornwall, I rely heavily on this route.

I applied for my compensation on 5 March 2024, and received the below response:

We acknowledge your claim for compensation and we can advise you of the following information. Eastern Airways operate in accordance with UK Regulation 261 and we can confirm that compensation is payable in this instance. The monetary compensation payable is fixed at £220.00 (for flights less than 1500km). As an alternative, we are able to offer you a standard return ticket for travel between Newquay to Gatwick subject to availability and for travel to be completed before the 5th September 2024

I gave my bank details for my compensation payment on March 13 2024. On March 20, I received the following from Eastern Airways

"Thank you for confirming, your details have been passed to our accounts department, we aim to make settlement within 8 weeks of receiving this email."

By 9 May, I had still not heard anything or received compensation. I received the below response from Eastern on 10 May:

"First of all please accept our sincere apologies for the delay in receiving your compensation settlement.

We can assure you we are well aware of our obligations and I can guarantee your payment will be made, although due to a large volume of claims were are currently now taking 4 weeks for the settlement to be made. We can confirm our accounts team are working hard to clear the back log and we are hoping to bring this forward."

It is 28 June and I have still received nothing. We are now 18 weeks from the original date they said they aimed to make settlement within 8 weeks. This is totally unacceptable.

Southampton to Paris Orly Flight, 6.30am February 29, whilst waiting at the airport it was then cancelled at 8.30 with alternative option offered from Cardiff at 16.30 that day with a coach transfer. Turns out the jet was used the evening before for a private charter for a premier league football club (good cash earner). No choice but to drive to France with added cost of the tunnel, fuel and tolls, plus the lost time due to the 8 hour drive (still better than the Cardiff option). Same compensation story as others, 8 weeks passes, then 4-6 week delay. This all makes me think this is an airline in trouble, shame as their route network and staff are all great

Flight was cancelled in January and claim submitted for compensation as I am out of pocket after having to pay for an alternative flight. Finally after my claim was processed on 17 March I was told via email that in 8 weeks and I would be reimbursed, after that date passed and I chased up my payment I was told ( & emailed) I was on the next payment run and would receive my payment within 4 weeks, that date had now passed and after following my claim up again today I have been told (& emailed) I am in the next payment run and they estimate approximately 6 weeks now before I will receive my compensation! Totally fobbed off at every corner. Really disappointed by Eastern Airways as I am sure I am not alone in putting out money for cancelled flights by them and never receiving the compensation I am due

I cannot fault the service that we recieved when flying with Eastern Airways.
Flight on time & the on board service was just as good.

We were meant to fly from Gatwick to Newquay in April but they cancelled the flight that morning without telling us.
They agreed to pay compensation within 8 weeks but have failed to do so.
They can't be trusted to do anything they say.
Update. After 12 weeks waiting for compensation we sent a letter of intention to proceed to small claims court. We were paid the next day. Seems to be the only way to get your money.
I feel sad for the people who have to work for them.

KLM decided to change my flight from Newcastle to Amsterdam to this lot. Result being it was 2 hours late in arriving in Newcastle; 3 hours late in landing in Amsterdam. Meaning I missed my ongoing flight to Bangkok and having to spend the night in Amsterdam which KLM paid for. I will refuse to accept a change to Eastern if KLM ever do this again. On top of the delay not one word of explanation or apology from Eastern. A Mickey Mouse outfit to be avoided

Flew from Southampton to Paris CDG on 26 May. Outbound flight no issues, more or less on time.
However, the return flight on 31 May, oh dear, 3 hours late departing CDG - bear in mind it's a 55 minute flight. I know these things happen sometimes for unavoidable reasons but the reason for my low score is that WE WERE GIVEN NO INFORMATION ABOUT ANYTHING WHILE WE SAT AT THE GATE FOR THREE HOURS. It is beyond belief that here are still companies who don't understand that clients are often willing to forgive anything IF THEY ARE KEPT INFORMED. Not good enough by a mile Eastern and you will not survive unless you start to take customer service seriously.

Terrible, I’d rate zero stars if I could.
So unreliable.

120min delayed flight... no communication at Aberdeen Airport, charging top rates for lowest services...

Zero customer focused airline operating.

Would a bottle of water broken the budget?

NEVER USE THIS AIRLINE!!!!
Our flight was nearly 3 hours delayed, we had tickets to Wembley for a game and to make it in time had to get a last minute train. The airline offered 0 compensation or apologies. We lost a lot of money and it basically ruined our weekend away.

Flight cancelled on the 5/5/24 from Humber to Aberdeen which for me was a total nightmare as I was due offshore the next day with a 0630 check in I only found out the fight was cancelled at 1630! so I had to drive up through the night. I will not use them again poor service.

Flew home yesterday from Amsterdam. I was in a wheelchair because I had fractured my knee. I was on the last leg of a flight from San Francisco and am an 80 year old woman who has travelled extensively.
I have never had such wonderful and friendly service with any airline.
I had never heard of Eastern airlines but KLM changed my flight. So glad they did. This will be the first airline I look to when booking a flight.

Flew from Newquay to Gatwick for £75 return. No problems checking in online, flight was on time, staff were friendly, plane was reasonably clean & seats comfortable. Amazing to have a free tea/coffee/water on board plus a choice of shortbread or mini cheddars. You get nothing for free on a budget airline these days so this was an unexpected treat! We were also given a hot towel afterwards which I have only ever had on a long haul flight. This airline exceeded my expectations today & I am a very happy customer!

Went from LGW to Newquay Friday afternoon, and returned Monday morning, easy journey and friendly helpful staff.

Our flight was delayed for over 4 hours from Southampton to Paris in October, ruining our whole first day in the city.
Two compensation claims took 4 months to process, rather than 8 weeks as detailed.
When I queried which of 3 claims were still outstanding on the 4th February, I was told in writing that it was my daughters claim, and that it would be paid in 3 weeks. Come March, no payment. Queried how long it would be, and the response was that my daughter’s claim was paid and it was actually mine that was outstanding and they need a few further details to process the claim. Naturally, I would have expected an apology for their error on the 4th Feb, but instead have been met with resistance and no accountability- lacking all customer service skills in my opinion.
If they had provided accurate information to me on the 4th February, my claim would be 5+ weeks further forward in their long payment queue, than it is now!
I understand human errors occur, but would appreciate an apology rather than excuse after excuse, with no recognition of an error on their part.

My flight was actually 3 hours late and was a commuter flight to London for business so it had a negative knock on effect to my day. However the reason was due to a late flight arriving the night before and the cabin crew legally needing a certain rest time which I completely understand. I was very satisfied with the flights, crew and drinks on board. Nice small friendly airline and I thought the service and dealing with my complaint was very good. Even though the delay was a huge hassle I will happily fly with them again.

First time using. Flight from Newquay to London and already a 2h delay. Seriously, they only have 2 flights per day and they still mess up. Rubbish. Should have got a train.

Awful customer service when asked about compensation claim for delayed flight. Told to go to a website and fill in a form that isn't working with vague promises that it would be working tomorrow.

Customer service agent hung up on me lol

Very poor service. There is no contact number, you have to send emails. Trying to check in online, their system says there is a problem with payment, I have already paid!!!! It shouldn't be so difficult to check in or contact someone to assist.

We had a flight canceled today 28th Feb 2024 from Paris Orly to Southampton. No email phone call or text received to say that the flight was canceled only found out at the airport. When I called Eastern Airways customer service phone number to seek and explanation I was told by the lady that I spoke to that they were not open 24 hours away so they could not send notifications to passengers. while trying to ask how to complain owners of the airline the customer service representative put the phone down on me. I had the week before emailed the customer services about rearranging a flight but unfortunately it took four days to receive a reply. Unfortunately now we have returned to bigger airline company. Such a shame