Terrible customer service and flight organization
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.