Neos Reviews 532

I booked a flight with Neos Airlines on May 5th, 2025, which was cancelled by the airline. Despite the cancellation being on their end, I am still waiting for my refund.

I have emailed multiple times, shared the issued tickets and all necessary documents, and tried every possible way to reach out—but have received no resolution or proper response. Their customer service is unresponsive, and the refund process is completely unclear and frustrating.

It’s now been weeks with no update, no timeline, and no proper support. For an international airline, this level of service is unacceptable. They’ve held my money with no explanation, and I would strongly advise caution to anyone planning to book with Neos Airlines until they improve their post-sales and refund policies.

I keep reading horrible reviews about Neos. I just flew their new flight from Bari to NYC. I was petrified after reading all these reviews. They had wonderful customer service. They actually took time to resolve complaints with a lot of patience. More than what I would be able to do. We were in row 5. We had a lot of leg room. They served an amazing lunch and later a yummy pizza. The plane was nice, the flight attendants professional, and the flight smooth. Allow yourself extra time if you fly them because checking in is where you may get delayed.

My wife and I had probably the best flying experience of our lives flying Neos -- in the Premium Economy section. In the Dreamliner, the PE section is small, maybe 30 seats, at the front of the craft. Seats were spacious and very comfortable. Meals were high quality, with heavy utensils and cloth napkins. Attendants were fluently bilingual, gracious and always attentive. Amenities were comprehensive. Highly recommend.

I think this is the worst airline I have ever booked in my entire life.

First flight from Toronto to Milan on May 8th was cancelled, but the airline was not professional enough to give us any prior notice at all. We found out at the airport. We had also paid extra for better seats and were never reimbursed.

After months of advance booking all of our seats online many months in advance, I went to check into my flight tomorrow to find that my seats were no longer pre-booked anymore despite me having paid hundreds of euro for those seats. So I have paid the money, but no longer have the seats that I had booked. I even have screenshots showing the seats were purchased on the Neos airlines website from when I did it.

I have been trying all morning to get in contact with someone and have had zero luck. Their website chat function is utterly useless and they lack customer service skills. I was told to just speak to someone at the airport. That is not even remotely sufficient customer service. Then I tried calling Neos' customer service line and that was also non-existent. Literally just a phone number with someone directing you to email them on a voice recording.

I cannot believe this company exists still. What a HORRIBLE airline honestly.

I am writing to express my deep dissatisfaction with the handling of my damaged luggage case during my recent flight with Neos Air. Upon arrival, I discovered that my suitcase had been severely damaged. I submitted a claim for a refund, but even after more than a month, I have yet to receive any form of reimbursement.

What makes this experience even more frustrating is the lack of proper communication. I have contacted Neos Air multiple times regarding this issue, yet I have received no meaningful response or resolution. It feels as though my concern is being completely ignored.

This level of customer service is unacceptable and extremely disappointing. I expected more responsibility and professionalism from an airline. Unfortunately, my experience with Neos Air has been entirely negative, and I cannot recommend this airline based on how my case has been handled.

I have spent four hours trying to check in online to add a suitcase and ensure everything is in order for my flight, as I am also traveling with my dog. Being able to check in online was crucial for me, yet the system simply did not allow it.

I contacted customer service, hoping for assistance, but instead, I received a dismissive and unhelpful response: "As said, you can try later to do check in online or you can always check in at the airport and add luggage at the airport." Not only did they fail to resolve my issue, but their tone was rude and abrupt.

At this point, I have no choice but to go to the airport tomorrow and hope to fix the situation there. However, one thing is certain: I will never fly with Neos Air again. A company that treats its customers this way, offering zero support and zero solutions, does not deserve their trust.

The worst airline I have ever experienced. Their service was extremely poor. Some crew members were really nice while some were terrible - our attendant for instance kept skipping rows in order to save herself effort and then she was grumpy when people came to her separately for drinks. And she was generally extremely grumpy the whole time. What was advertised as breakfast was a disgusting piece of artificial sweet bread. I dont get it why some airlines still dont understand that it is better provide nothing rather than just miss everyones expectation by providing something that just pisses people off and provides zero nutrition. Worst thing though, and something that happened to me for the first time in my life - the airline force dimmed all windows on our long haul DAY flight not long after takeoff. (have to underline it was daytime both in the destination and departure location for the entire duration of the flight). As if they have no clue about human health and how you are supposed to behave in order to not disrupt your biorhythms. I think they did that in order to get people to sleep and avoid working too much - when I stood up to ask the crew to unblock my window, I found all of them at the back of the airplane having fun. Extremely unprofessional. But they did unblock my window so I could undim it. Most of the people wanted to stay active, unsurprisingly, just like most human beings during daytime. Most people were reading, chatting or doing whatever, while I was maybe the only one who asked for their window to be undimmed. What followed is that when ONE passenger who wanted to sleep complained about the light from my window, instead of teaching him to bring a sleeping mask with him next time in case he wants to sleep during the day, they repeatedly went to me and THREE TIMES pressured me to dimm the window. Sure, the whole plane will be in the dark, disrupting everyone’s health for one disrespectful person who made the decision to sleep during the day and did not bother bringing a sleeping mask which most people do even for the night… As if the crew had zero clue about human health, as if they had never received any training. At one point that passenger was even shouting at my mom and the crew did nothing. Worst in-flight experience of my life, will never fly with this airline again and I advise everybody to avoid them.

How can these people have offices in the US and not work on Saturday and Sunday? Who are you supposed to call in case of changes or cancellations during the weekend?
How can an airline company not have a 24/hr service?
Booking a fight on their website is time consuming and frustrating, they have non-existing customer service and DO NOT CARE ABOUT THEIR CUSTOMERS!!!

ALSO, WHEN YOU TRY TO CHANGE YOUR FLIGHT, THE WEBSITE CRASHES RIGHT AFTER THEY HAVE TAKEN YOUR MONEY WITHOUT A CONFIRMATION. SO YOU THINK THAT YOU NEED TO RETRY, MEANWHILE, THEY HAVE ALREADY TAKEN YOUR MONEY FROM THE BANK. CHECK BEFORE YOU RESUBMIT THE PAYMENT!!!

Neos was great! Quick or no line at check-in. The customer service was outstanding both at check-in and with the flight attendants during the flight. They were all polite, friendly, and responsive in both directions. The plane was clean and the flight was smooth uneventful and on time. No complaints- only positive to say. This was my first time flying with Neos and I wouldn't hesitate to use them again..

I booked two flights and both times they changed the Flight time significantly. No other airline Is so unreliable

The food from Toronto to Milan on premium plus was disgusting. Who the hell eats couscous with roti. The chicken was horrible and the dinner was very cheap quality.
Leg room was great but with the person in front reclines their chair all the way back there no space for your to get or if your chair.

When it's time to get off the flight they don't give priority to premium plus customers.

Worst flying experience with Neos, from Toronto - Milan - Amritsar. Very dirty, expensive, no difference in economy and premium economy. Never use.

No compensation for 6 hours delay flight Milan to Amritsar on Dec 26 2023. I wrote email and included all details of flight and ticket and its been 14 days no acknowledgement of case.

We have traveled with Neos Airlines before and have had a good experience, unfortunately we found out that they no longer let people with disability bring their service dogs on the plane. We provided them with the dog passport and vaccination status as well as proof of disability, but they require additional documentation that is not released by our country and therefore cannot obtain even if we wanted to. We are very stressed because my husband is an American citizen and is not allowed by Neos to return to his home country with his service dog even though the dog was previously allowed on the Neos flight from NYC to Milano. We feel like our rights are violated but we are not sure how to fix this problem. We are deeply disappointed and will contact the US embassy for instructions on what to do when a company in another country discriminates US citizens with disabilities. We will certainly not choose this company again.

Abbiamo già viaggiato con Neos Airlines e abbiamo avuto una buona esperienza, purtroppo pero' abbiamo scoperto che non consentono più alle persone con disabilità di portare i loro cani guida sull'aereo. Abbiamo fornito loro il passaporto del cane e lo stato vaccinale oltre alla prova della disabilità, ma ci chiedono documentazione aggiuntiva che non viene rilasciata dal nostro Paese e che quindi non potremmo ottenere nemmeno se volessimo. Siamo molto stressati perché mio marito è cittadino americano e Neos non gli consente di tornare nel suo paese d'origine con il suo cane guida, anche se il cane era stato precedentemente ammesso sul volo da New York a Milano, sempre di Neos. Riteniamo che i nostri diritti siano stati violati, ma non siamo sicuri di come risolvere questo problema. Siamo profondamente delusi e contatteremo l'ambasciata americana per istruzioni su cosa fare quando un'azienda in un altro paese discrimina i cittadini statunitensi con disabilità. Sicuramente non sceglieremo nuovamente questa compagnia.

Neos lost my bag and there was no one to contact in the US about my lost luggage (the luggage was lost at JFK). There is no number to call and the email address on their website does not work (email gets sent back). Do not fly this airline.

My flight was rescheduled several times, I bought a direct flight but NEOS added some stops to my flight and my arrival time was significantly moved from the initial one. I asked a compensation for all the inconvenience that this rescheduling caused me. I bought my tickets in advance and when NEOS decided to change my flights, there was no other option rather than accept rescheduling, but NEOS rejected my request. Terrible air company!

Overpriced, useless website, horrible customer service.

Airport cancelled our Egypt trip due to conflict areas during Israel war. However, Neos (return flight) refused a refund of almost £400 and claimed it wasn’t their fault for the cancellation.
Additionally, before the cancellation, they wouldn’t allow 3 of us to be seated together, nor offer a choice of seating.

Just a crap, unfriendly, unfair, and greedy airline, with customer service & satisfaction at the bottom of their list

I had very bad experience.i recently lost my luggage 23 days ago while traveling amritsar-Italy-jfk.i keep calling every day but they don't pick up my call. I am confused how can get my luggage. Food service as well as costumer service is zero plz don't travel in neos.

The flights themselves are fine, but their customer service is terrible (they regularly hang up on you), check-in was highly disorganized (I waited well over an hour in line, it was practically a mosh pit), and website is often non-functional.

Whether their prices make all of that worth it is your call.

I had Flight Almaty-Milan today 26/08/2023 and everything that could go wrong went horrible:
1. Unorganized, chaotic and very slow queue for check in without any clear indications and instructions. People couldn’t understand where is the queue starts and ends and it was such a mess, staff was not clear with instructions at all and I personally wasted my time in 2 wrong queues for 40 min each.
2. No message about delay of flight was given, but only lie that it’s only will take 20 minutes to wait, while in reality it was 2 hours. No water was offered during this horrendous experience.
3. No apologies and proper explanation from crew/staff for very slow check in process until I haven’t witnessed myself and realized that one of the reasons for slow check in is that passengers were constantly offered to pay for their upgrades of seats and which was very time consuming. With 300 passengers and only 4 counters the queue didn’t move at all and subsequently caused significant flight delay. Perhaps with low coster airline and availability of enough resources, the practice of selling at the check in of upgraded seats is acceptable, but not in 800 eur flight!
4. There was no online check in option in Almaty for people that bought tickets directly through Neos website, but only for those who booked through tour operators and I guess that’s the reason of issues with free seats availability and desperate efforts of airline representatives to push rest of the people to pay for seats upgrade.
5. When I finally made it to check in, the lady offered me to upgrade my seat for 100 eur with innocent eyes, although the screen showed that all free seats are occupied and they should have given me whatever available seats they have without any extra charge as it’s not my fault that they overselled tickets for economy class.
6. The entertainment service were on many languages , but not on those that Kazakhstani people speak: Kazakh and/or Russian. Which made the entertainment service absolutely useless for many passengers as they don’t speak English, french, Spanish or Chinese. Is this unexpected for airline owners?
7. Charger on my seat didn’t work properly
8. Seat in general was much smaller than in other airlines
9. So called Wi-Fi on board didn’t work the whole flight.
10. For gluten free menu on 7 hours of flight I was served by grilled vegetables, 1 bun and cookies. For snack later on I’ve got 1 piece of bread. Water was offered only once between meals. On Air astana flight from Uralsk-Frankfurt of 6 hours, water and drinks are offered at least twice and always with a smile
11. Out of 6 flight attendants only one or two who were smiling. Others looked that they were forced to serve us. Was a very sad crew which indicates that Neos has not only unsatisfied passengers, but also employees.
12. The behavior of one passenger was inappropriate- she was blocking the passage with her feet and when I asked her to give me a way, she yelled at me. No clue for her such aggressive behavior, all I wanted is not to hurt her feet with wheels of my bag. Unfortunately staff saw her inappropriate behavior and didn’t make any comment on that. I felt harassed and disrespected.
13. Neos has to fix their website. It confuses surname with names for no understandable reason.
14. Why Neos is providing misleading information? When I was buying ticket, it was clearly said in conditions of my tariff that I’m allowed to have 80% refund, while in reality Neos can give you only the voucher for next trip with Neos. But now with failed experience with Neos for the first time, I don’t want to flight with them anymore.