Bulgaria Air България Ер Reviews 33

By far the best experience I’ve had flying. I’ve taken over 30 flights in the past two years — from budget carriers to major transatlantic airlines — and Bulgaria Air truly stands out. The planes are new and spotless, the service is exceptional, and the overall experience feels smooth and welcoming. It’s honestly a hidden gem of an airline that rivals (and even beats) some of the big names in the industry. I’ll definitely be flying with them again!
Only not that great experience is the online check in

Terrible airline

The experience of actually flying with them may be OK but the booking experience was so bad that we gave up trying to get tickets. If your legal name is too long then the website will say that the total number of characters of your name and date of birth together is too long and require you to change them before you can book. However who would do that when it's known to be essential that your ticket matches exactly your travel documents and legal name. We tried booking the tickets through an agent website as well instead of directly and the agent website said 'airline policy limits the length of your name' so if your name is too long you can't be a customer? Tried to call them on a Bulgarian number - no answer, they cut the call off. Overall we've given up perhaps a lucky escape!

Never refunds - absolute rubbish at customer service / pretty much lets the whole
Country down, Bulgaria should demand the word Bulgaria was taken out of its name.

No refund paid out on 8 tickets that we got that was due to be refunded.

Dirty planes

Angry staff

Ryan air is better

Awful airline and terrible airport organization.

Today at 13:00, my daughter was supposed to fly alone for the first time — a flight to Barcelona. The departure boards at the airport showed no gate information, so we asked a Bulgaria Air staff member at the check-in counter which gate the flight would depart from, to make sure she was calm and prepared. They told us Gate B3.

She was waiting at Gate B3 around 40 minutes before departure, and I stayed at the airport the whole time. Still, no information appeared on the screens.

At 12:50, I started to worry something was wrong. I went back to the Bulgaria Air desk, where they told me the passengers had already boarded — from Gate B2, not B3. There were still 10 minutes until departure, but they said there was nothing they could do.

The gates are close to each other, yet no one called her by name, no proper announcement was made, and again — no info on the boards. She missed her flight, and the staff's attitude was extremely dismissive and unhelpful.

A truly disappointing experience with a terrible airline and a poorly managed terminal. Bulgaria Air and Terminal 2 need serious improvement in communication and passenger care — especially when dealing with minors.

Bulgaria Air destroyed my €1900 Rimowa suitcase and completely ignored my claim.
No response, no compensation, no responsibility.
Shameful behavior from a national airline.

Top quality flight and service from Sofia to Rome. The flight itself deserves 5 stars. However, the check in agent loses 1 star. I was later told the check in agent was from Swissport. She truly let Bulgaria Air down. I arrived at my transit destination really annoyed because of her.
I asked for an aisle seat if possible so she deliberately gave me a window seat when the plane was not full. I asked if she could request a vegetarian option on the first flight as I was only able to book it online for the second flight. She told me there was no food on the first flight. Worried I'd be hungry, I paid airport prices for breakfast before flying only to then be served breakfast on the flight!
My flight involved a 10 hour stop over so I asked her if I needed to wait in the transit area or go out and return. She said 'I don't know, I just give you a ticket.' Every simple question I asked was met with her turning to make sneery comments in Bulgarian to her colleague. I don't need to speak her language to understand this - body language and tone is enough.
I was given no information about transit and only found out that I actually needed to clear immigration in transit by going to a desk to ask how to complain about her. I could have missed my connecting flight.
As a customer, you pay for a ticket so you expect the service to match. If Swissport carries on like this, it is no wonder Bulgaria Air gets low scores in reviews. I'd recommend getting rid of them!

Friendly staff, professional service, brand new planes, punctuality, complimentary food and drinks which are of great selection and quality, calm atmosphere and again: BRAND NEW PLANES all of which are JUST A FEW MONTHS OLD. I don't know what's there to require from an airline further. Outperforms by tens of times the experience I've had during my 30+ flights with other carriers since 2018.

Bulgaria air were there with an affordable last minute flight when I really needed one. The cabin baggage policy was relaxed, friendly staff, complementary food and drink. No hidden charges, complicated check in or any of the other nonsense I usually get from budget airlines.

Constant delays, waiting at the airport over 4 hours but they will make sure you land a couple of minutes before the 3 hour compensation mark. Just a terrible company and terrible experience.
The Monday flight London to Sofia is ALWAYS delayed, every week by at least an hour but quite often 2-3 and they don't announce this until you get to the airport to check in thus waiting like an idiot for hours on end

I bought a ticket for the 20.09.2024 Brussels-Sofia and return 22.09.2024 Sofia-Brussel flights.BULGARİA AİR flight dates have been changed. The dates are not suitable for me, I want a refund. The intermediary companies MYTRİP and BULGARİA AİR do not accept any liability.
I want a refund for both tickets.
If this is not done, I will take legal action against both companies.
MYTRİP order no 1024-139-728

Frustrating experience - flight was more than 5 hours delayed. Absolutely zero information or communication. Flight was shown to be on time although it was already 30 minutes late and incoming airplane had not even left the other airport.

Then no reaction to my claim to EU flight rights. No customer service, nothing! First & last try to fly with them. Lufthansa is a bit more expensive, but at least they provide effort and can be reached.

Very poor company to fly with.. flights booked, then changed a few days later affecting a wedding plan, no information ever from staff who are rude and unhelpful, and late on both flights!
Don’t bother….

Flight JU417 operated by Bulgaria Air on July 15th, which was a wet lease. I had a very disappointing experience with the crew. They were incredibly rude and disrespectful. During boarding, the crew was unwelcoming, did not assist with seating. They did not provide instructions for the emergency exits that by the way we’re not presided as per regulations. Their mood was unpleasant and due to the full cabin they gave impression of being very stressed. No announcements were made, not even from the cockpit. After takeoff, the entire crew was nowhere to be seen. Air Serbia, why would you let these people ruin your reputation and branding?

Useless customer service. Nobody available after 16:00 Eastern European Time to receive emergency call/chat. No staff at Fiumicino Airport, Rome. We arrived 5 minutes before check-in deadline and it was closed prematurely. The person at the kiosk (not even working for the airline, but a contracted agent) didn't want to let us check in even if there was still enough time. The plane was still at gate and people were boarding. Check-in time was supposed to be until 1 hour before flight Rome to Sofia but she declined to give us boarding passes at 1 hour and 5 minutes before the flight. So we missed the flight despite there was enough time. We didn't have where to stay so I had to find last hour hotel to book at an extra cost for two nights on 27 December and purchase new tickets for me and my wife. Previous tickets were not refunded. The airline support contacted us two days later explaining that everything was our fault and the email that I received was extremely arrogant and without any empathy or support. They did not even try to call back or ask if we were okay after being stranded at the airport for unknown period of time.

I appreciate most reviews for this airline are poor, but my experience was a very good one. Check-in staff were polite, efficient and raised no questions re my having a case to check in plus a smaller case and backpack to take Onboard. The flight was called when at the time they indicated. Boarding was easy and seats more comfortable than other airlines such as Wizz, Ryanair and Easyjet. Seats had more legroom ( I'm 6ft 1in) normally my knees just touch the seat in front, but on this plane I had some 2 inches of clearance which was welcomed. We departed Varna exactly on time. When airborne great to receive a small bar of chocolate and a soft drink with their compliments. Pilot gave updates on the way to Sofia and we landed early. It was a good experience and would fly Bulgarian Airlines again. Maybe I was lucky based on other reviews but maybe they have listened and improved. Maybe negative comments are easy to make and positives ones sometimes harder to come by (we all like to vent once in a while). It was a pleasant experience, so keep it up Bulgarian Airlines.

J'ai payé 2 fois mon baggage en soute. I paid twice my luggage cost. They ask to repay for my luggage in the airport. Since then I try to get a reimbursement. They just ignore my messages. I receive an automatique message in Bulgarian that I cannot understand. To not trust this company

Absolutely awful service. They are no where helpful. I had a flight booked originally on the 2nd of February 2022. I asked a few days before the flight if it was going to happen they said yes. It was cancelled and they offered my money back or to reschedule the flight for the 05/02/2022 to which I said yes re-schedule it. I receive an email with my ticket. On the day of the flight they said I was in the system but not on the plane???after which they told me to go and ask a help desk located in the airport. They said i cannot board the plane, and that the only way for me to fly on the day is to buy a new ticket, and the money to the newly bought ticket would be returned. I sent e-mails pictures of boarding passes and they said it would take them 2 months to process my issue. 10 months later I did not receive any answer so I emailed them. They returned the money for the first flight which was 150lev cheaper. The money I got refunded was not even the full amount! People are struggling to make ends meet and they don’t even bother to fix your issue and in the end they return not even the full amount of money. Absolutely unbelievable! I would never recommend flying with them, super unprofessional!

Ive used BG Air a few dozen times now. While the Customer Support people are usually very polite, this company never ceases to disappoint me on multiple levels:
1. In general the website UX is ancient and doesnt work reliably
- lack of modern payment methods,
- forcing unnecessary information from you (obligatory passport number while you can buy the exact same ticket from a reseller without this - only company that REQUIRES IT),
- website blocking and erroring out needing a refresh
- not working loyalty program, no flight history, no overview of points, no clear discount perks (contradictory info sent by email and website)
- "404 error" or "Request-URI Too Long" on the "webshop" in 25% of my interactions

2. ZERO flexibility. Recently tried changing the return leg of a flight which by policy is 70EUR + fare difference. Was quoted a price almost double the new ticket - no way this was calculated using their own formula. 5 emails later asking for a breakdown i was literally told - "We dont know why, its the system". Ended up doing a no show and booking a new ticket as it was the cheapest option. Completely ridiculous.

Terrible service- hidden costs, long lines for checkin without the option to do it online, delay in flight and literally no space on the airplane- seat was half the size of the normal one. And all of the above for a very expensive ticket.