BudgetAir.nl Reviews 8,536

Hello, this issue has NOT been resolved.

I have not received any refund, and I have not received any response to my email sent on March 7.

Your public statement is inaccurate. My case remains unresolved, and I am still waiting for proper handling.

Booking ID: BA-20390179

The flight was cancelled, immediately sended to me confirmation that refund the money! Good experience. Thank you

I booked a flight via BudgetAir (through Skyscanner).

Before I agreed to cancel my booking, BudgetAir customer support explicitly confirmed in writing that:

the booking would be cancelled by them, and
I would receive a full refund within 8–10 weeks.

Based on this clear assurance, I proceeded with the cancellation.

After cancellation, I was informed that the airline had rejected the refund and that no refund would be issued. This directly contradicts what was communicated to me before I agreed to cancel.

The amount involved is €316.86 (Booking reference: BA-21083982).

My complaint is not about airline fare rules after cancellation, but about the incorrect and misleading pre-cancellation information provided by the support agent, which influenced my decision.

I have raised this issue with:

ACM ConsuWijzer (Netherlands Consumer Authority)
Skyscanner Partner Support team

I am requesting BudgetAir/Travix to review the case based on the pre-cancellation communication and provide a fair resolution.

I am sharing this experience to ensure customers receive accurate information before making irreversible cancellation decisions.

We made a Budgetair booking for a flight from Auckland to Brisbane on March 7, 2026 with Qantas.
On February 27 we fly from Amsterdam to Auckland with a stop in Doha Qatar.
Just before leaving Doha, the war broke out and we are locked up in a hotel in Doha.
We informed Qantas and Budgetair in time and asked them to refund the money, so other people can buy our places. Prices had gone up quickly.
The answer of Budgetair is really disappointing, NO refund.

It’s first time I used Budgetair.nl as, my regular travel agency did not deal with the airline that was offering me direct flight. Because of my illness and on my doctors advice, I had to cancel my trip 36 hours prior to boarding. Airline refuse to rebook my flight but Budgetair stood by me and got me same trip on future flight. Thank you, Budgetair
Amin B

I booked my ticket through them, but the flight was cancelled. When I contacted BudgetAir to reschedule or get a refund, they told me to contact Pegasus Airlines directly. That already didn’t make sense because I bought the ticket from BudgetAir — they should handle the whole process.

I then called Pegasus from the Netherlands and paid around €20 in roaming charges, only to be told they couldn’t help me because the booking was made through an agency (BudgetAir). So BudgetAir sent me to the airline, and the airline sent me back.

After more than 1 month of constant calling and trying to reach both sides, I still could not reschedule or refund my ticket. I was just stuck between them with no solution.

They may come up with excuses like the ticket is no longer under their control, but that is not my concern. I paid BudgetAir and they were responsible for the full process — instead they kept pushing their responsibility onto me.

Extremely disappointing service and zero accountability.

It first went wrong when my flights were rescheduled, no longer meeting the minimum transfer time. Not the fault of Budgetair, but what is, is firstly that I had to call in to alert them of the flight change which THEY first notified me of, and the fact they instead rebooked me with an extra 19 hours and 4 hours transfer time on the flight there and back respectively, refusing to rebook me with the exact same airlines for both legs through Frankfurt instead of Munich for a shorter transfer, even though they were still selling tickets at the same price for such flights.

ANA was willing to change my flight to reduce my transfer by 18 hours. I contacted Budgetair to make sure my tickets/receipts were issued properly after this, and after my request was misunderstood twice, for some reason they offered me an alternative flight. I agreed to this, but after three days of waiting for a response and sending one reminder email, I was told that that it was no longer available, and was instead offered flights with a total of 40 hours transfer time. In addition to this, I have now received another email that someone else is again on the case of the FIRST alternative.

I don't know why they are trying to rebook me with less than 2 weeks to departure, I don't know why multiple people are trying to solve the same support ticket, with almost every response coming from a different person too, and I don't know why it took 72+ hours and a reminder for them to respond to an email that they labelled as urgent and requested a response for within 24 hours for which I responded within 9, which they then proceeded to tell me was no longer available.

Never in my life, also having done many long distance flights, have I had such an experience with any customer support of any kind. I can only sit here and pray they don't cancel or modify my existing booking.

Despite the claim of further contact through Trustpilot, I have yet to receive anything.

Why on Earth you don't provide English language? Should I hire a translator to tranlsate the tickets and the page?

I purchased two tickets from Toronto for my uncle and aunt: Toronto to London with Air Transat, and London to Saudi Arabia with Wizz Air. Due to an issue, I had to contact the airlines directly instead of this travel agency. After waiting in a very long queue with the airlines, they asked me for the email address and phone number used to purchase the tickets. I did not have this information because BudgetAir used their own email address and phone number to book the tickets for me.

On December 17, after another long wait, I was finally able to connect with BudgetAir and was given an email address to use. I called the airline again and waited in another long queue, but when I provided that email address, the airline could not match it with the booking. The email address I was given turned out to be incorrect. At that point I was extremely tired and exhausted and could not contact BudgetAir again that day.

On December 18, I contacted BudgetAir again and waited in a long queue. I requested to speak with a supervisor and was told I would receive a call back. I was specifically told the call would come at 8:00 p.m. I rearranged my schedule and left all my work just to receive the call, but nobody called me.

On January 5, I tried contacting BudgetAir again. I was number 78 in the queue just to start the chat, which clearly shows how understaffed their customer support is. I don’t know if this is intentional to save money, but it causes serious inconvenience to customers. After a long wait, I finally reached a live agent named Anisha. She had no explanation for why the promised call never happened and no explanation for why I was given the wrong email address earlier. Once again, I was told I would receive a call back, but the agent could not tell me when the call would happen or who would be calling.

While waiting for the chat, the system repeatedly logged me out. Even after the chat started, it kept logging me out again and again. This was extremely frustrating and very poorly managed. On top of everything, there is no phone number available to directly call customer service, which makes the situation even worse.

Finally, someone did call me this morning and the issue was resolved. However, the overall experience was highly disappointing, stressful, and time-consuming, mainly due to long queues, incorrect information, missed call-backs, and very poor customer support availability.

My reply to their response:
You guys sent me no email till now.

I booked an Emirates Super Saver Economy Class seat (one way) via their platform, stated upon purchase that the fare included flexibility to change the ticket and a reasonable change fee. Absolutely no inidcation that I would have to 'compensate' the airline to the same amount of the original ticket. Under EU law, all ticket fare terms need to be transparent at the time of purchase. This is not the case. I am now requesting a full refund for the ticket given the terms of the product were never transparent, or that they honour the terms advertised when they sold the ticket to me.BTW fare is currently advertised on sky scanner for less than what I pruchaed the ticket for. Always purchase direct from the airline - you have more flexibility, better protection and far better service than third parties.

BudgetAir literally sold me a trip that cannot be completed.

They sold me two separate flights:

Barcelona → Madrid
Then 2h30 later Madrid → Punta Cana

⚠️ This was NOT a connecting flight, but two independent tickets (but of course they do not inform you when you buy).

The problem: for the Madrid → Punta Cana flight, the check-in must be done physically at the airport, several hours before departure (this was confirmed directly by the operating airline). With only 2h30 between flights, it is physically impossible to complete the first flight, exit, do a physical check-in, security and boarding in time.

So Budget air literally SCAMMED ME:
1️⃣ BudgetAir sold a ticket that requires in-person check-in, which is highly abnormal in 2025 when online check-in is the standard
2️⃣ BudgetAir sold a “connection” that is clearly impossible to make, confirmed by the second company.

When I contacted customer support with this information, their response was shocking:
- No refund
- No alternative solution for a feasible trip.

And they claimed it was my responsibility to check whether the connection was feasible. This is unacceptable. BudgetAir is the one proposing these itineraries on their website, and at no point was it clearly stated that a physical check-in would be required hours in advance.

In short, they sold me a non-usable trip and then refused to take any responsibility.
This is misleading sales practice, plain and simple.

👉 BudgetAir does not verify the feasibility of the flights they sell.
👉 Customer support is useless and dismissive.
👉 Avoid at all costs unless you’re willing to lose your money.

Always good deals

I booked a TUI fly ticket through BudgetAir (booking BA-20571237) for the route Amsterdam–Cancun–Bogotá. At no point during the booking process was it clearly stated that one additional checked bag could cost an extremely high amount.
On the day of departure, at the TUI fly check-in desk, I was informed that one single extra suitcase would cost €525 (This after a discount, because at the beginning they were charging me €900), which is more than the price of the ticket itself. If I had known this in advance, I would never have chosen this booking or this fare. Faced with this unexpected and disproportionate charge, I was unable to travel and the ticket went completely unused.
I contacted BudgetAir to request at least a refund of unused taxes and fees or some form of compensation. Their response was that the ticket is “non-refundable” and that even the taxes cannot be refunded because, according to them, cancellation penalties “exceed the value of the ticket”. They have not provided a clear breakdown of these supposed charges and have taken no responsibility for the lack of transparency regarding baggage costs.

In summary:

Essential information about baggage charges was not transparently disclosed at the time of purchase.

When the problem arose, BudgetAir simply repeated the ticket conditions and offered no practical solution or goodwill.

I lost the entire value of the ticket without flying a single leg of the trip.

I do not recommend using BudgetAir. If you still decide to book with them, double-check all baggage costs directly with the airline before paying, because afterwards no one takes responsibility.

My flight was canceled 4 months ago and and BudgetAir never informed me. I arrived at the airport for my return flight and realized that the flight didn't exist. We had to spent 9 hours at the airport because of it.

Total scam — avoid at all costs.
I booked two-way tickets and the company failed to honor one leg of the trip. Normally, in situations like this, a full refund is standard. Instead, they claimed they “can’t” refund it and offered a ridiculous €15 voucher — for two people — which doesn’t even work.

I’ve sent multiple emails, wasted hours on live chat, and was promised a supervisor would contact me. That never happened. Now they’ve stopped replying altogether.

Their customer service is non-existent, their refund policy is nonsense, and their “solutions” are insulting. I ended up paying extra out of pocket because of their failure. Absolute rip-off.

⭐ 4 out of 5 stars
BudgetAir is a great platform for finding affordable flight tickets. I booked a return flight from Amsterdam to Dhaka at a very good price. The only downside is that changing the flight schedule is quite expensive. Apart from that, everything went smoothly and I had a good overall experience with BudgetAir.nl.

I bought some tickets with them
I needed to cancel it.
They were nor helpful and tried to make it hard to cancel it. Even trying to hide from me the booking number from the airline itself (I wanted it so I could cancel with the airline directly). I lost 200 euros with this. I don't recommend. Just buy the tickets with the airline directly. The tickets shown in their website are the same ones that exist on the airline website, you can search in budget line and buy on the airline website. This way you prevent paying the abusive service fee they charge

EDIT, you said you would contact me
YOu did not contact me
Can you please send me an email or something??

Pathetic service, booked a flight trip and they have given their contact details when booking the ticket. When I asked them to update mine they are saying can't do it for free of charge, what world are we in? Strongly recommend to not to use this website to book tickets.

I am writing this review to warn other travelers about the unacceptable service I received from BudgetAir.
THE SITUATION:
On October 5, 2025, at 9:42 PM, I made a booking on BudgetAir for a London-Paris flight (€629.46). Within 30 minutes, I realized I had selected the wrong flight time and immediately contacted their customer service chat.
WHAT THEIR AGENT PROMISED IN WRITING:
Agent Ananda Rajan confirmed the following in writing (I have screenshots):

The tickets were NOT yet issued
I could cancel with only €60 service fee
At 10:09 PM, when I asked: "So I will be refunded €629.46 minus 60 euros. Is that correct?" - The agent replied: "Yes, you are right."
At 10:09 PM: Confirmation that cancellation was processed

WHAT ACTUALLY HAPPENED:
Based on this written confirmation, I immediately booked the correct flight on another website.
Then at 10:14 PM (just 5 minutes later), I received a contradictory email claiming the booking was "out of the void window" and subject to airline policy.
When I contacted customer service again (agent Sabahat Sania), I was told:

The tickets had been "issued" (FALSE - I never received any tickets)
The refund would now be €0.00
Total cancellation cost would be €118 instead of €60

THE PROBLEM:
Because of their agent's written confirmation, I made another booking elsewhere. Now I'm stuck with:

Two flight bookings
No refund despite written promises
Contradictory information from different agents
Complete dismissal of their own agent's commitments

WHY THIS IS UNACCEPTABLE:

Misleading information: Their agent gave me explicit written confirmation that was completely false
No accountability: They refuse to honor their own agent's commitments
Financial loss: I'm now out of pocket for two flights because I trusted their information
Poor customer service: Instead of fixing their mistake, they hide behind "airline policy"

THE TIMELINE:

9:42 PM: Booking made
9:48 PM: Contacted support
10:09 PM: Written confirmation of €60 cancellation fee
10:14 PM: Made new booking based on their confirmation
10:14 PM: Received contradictory email
11:13 PM: Told refund would be €0.00

Total time between booking and cancellation request: 32 MINUTES
MY DEMANDS:
I expect BudgetAir to honor their agent's written commitment:

Either refund me €569.46 (€629.46 - €60 as promised)
Or provide a voucher for €629.46 valid for 24 months

EVIDENCE:
I have complete screenshots of all chat conversations showing:

Agent Ananda Rajan's written confirmation
The contradictory responses from agent Sabahat Sania
Timestamps proving the 32-minute timeline

LEGAL ACTION:
If this is not resolved, I will:

File a complaint with EU consumer protection authorities
Initiate a chargeback with my bank
Report to aviation regulatory bodies
Contact consumer protection organizations

WARNING TO OTHER TRAVELERS:

Don't trust verbal or written confirmations from their agents
Take screenshots of EVERYTHING
Be prepared for contradictory information
They may not honor their own commitments
Budget airlines like this can cost you MORE than traditional carriers when things go wrong

This is not just poor customer service - this is misleading business practice. A company representative's written confirmation should be binding. The fact that they refuse to honor it shows a complete lack of integrity.
UPDATE WILL FOLLOW depending on how they resolve this situation.
Would I recommend BudgetAir? Absolutely NOT. Save yourself the stress and book directly with airlines or use reputable travel agencies that stand behind their commitments.

EDIT1: they commented the will come back within 48 hours (the flight is in 10 hours). They already told me 15 hours ago they would come back to me in 2h and then in 6h. So their comment does not seem to mean anything.
EDIT2: After a call, and after we have manually booked new flights on our own budget, we got a written reply but no solution or commitment to payments/refunds yet. Will keep this thread updated
EDIT3: In the end, BudgetAir did refund the difference in fare for our group — but only after we were forced to book different outbound flights since there weren't enough seats available on the original itinerary. This meant we had to carry the risk and inconvenience ourselves, rather than having BudgetAir proactively find a solution for our group.
While the chat support was completely worthless and unable to resolve anything, I have to acknowledge that the complaints team — though not very fast — was at least competent.
That said, the overall experience was stressful and poorly communicated. In summary: BudgetAir's issues with support and reliability remain, but the complaints team did resolve the financial aspect in the end. This is why I increased my rating to two stars.

Original comment: I am writing this review at 4 AM, completely exhausted and furious, just hours before my flight is supposed to take off. Thanks to Budgetair, I have no idea if I will be flying at all.

This has been the single most stressful booking experience of my life. When I tried to check in for my flight, both the airline's website and their customer service confirmed they had no record of my booking.

I contacted Budgetair's support, and their initial advice was dangerously incompetent: "Just go to the airport, it will be fine." If I had followed that advice, I would be standing at the check-in counter right now with no ticket, about to miss my flight.

After I did their job for them and called the airline myself, I discovered the shocking truth. My booking was cancelled weeks ago, and the airline had already REFUNDED Budgetair. They took my money, never secured my ticket, and failed to inform me of the cancellation.

For the past several hours, I've been trapped in a cycle of useless support chats. First, an agent promised a resolution within 1-2 hours. Nothing. The next agent extended that to 4-6 hours. Still nothing. It's now 4 AM, I'm on my third attempt to get a straight answer, and all I'm hearing is "our specialized team is looking into it."

I have spent the entire night setting alarms to wake up every couple of hours, desperately checking my email for the update they keep promising. But there is only silence. They have my money, I have no ticket, and their support team is incapable of doing anything besides making empty promises.

This isn't just bad service; it's a complete failure to provide the product they sold. Do not trust them with your travel plans. Book directly with the airline. It might cost a few euros more, but it will save you from the absolute hell I'm going through right now.