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!