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We waited in the jetway for over an hour before we got on the plane.

My long-haul flight experience with this airline was not very pleasant. Earphones were paid, and no eye mask or other amenities were provided. The meals were served in cardboard boxes with plastic cutlery. The restroom was unclean and ran out of toilet paper. However, the boarding process was smooth and well organized.

I flew in business a couple of months ago, it was great, tried again in economy, it is the cramped seat I have ever been into, for an overseas flight across the atlantic it is inhumane to put passengers in such cramped space. Other than that, everything ok. Took a second flight from Madrid to London, also economy and it was roomy and perfect.

I was not allowed to cancel the flight, customer service is atrocious

Great staff, just very far from the main terminal, had to run to connect my flight. I had 90 minutes to spare. But my flight from Chicago was delayed also.

My luggage is lost and nowhere to be found, no response from airline

Boarding was a shitshow. Had to bus to the gate. No separate bus and boarding process for Business Class.

Sitting space was very tight, so eating was difficult. But everything else was good.

Need to pay for a cup of water. No food. Need to pay for headsets.

Everything should improve! Service like a low cost but prices like a premium airline. Crew in general with bad manners arguing for everything. You pay for priority access but then they use buses, so your loose your advantage to put your carry on first. That was the purpose for paying for priority. Bording is a nightmare, people accessing the plane for bothering doors, front and rear, no matter which line do you have.