Menzies Aviation Arvostelua 

Dear Menzies Aviation Management / Customer Relations,I am writing to formally lodge a complaint regarding the unacceptable and unprofessional behavior of your ground handling staff during the Wizz Air flight from Barcelona (BCN) to Podgorica (TGD) on August 28, 2026, which departed at 19:50.Your on-duty employee unfairly processed transactions solely to extract extra fees from passengers. This conduct caused an already delayed flight to depart even later and severely ruined the overall travel experience. Furthermore, without listening to numerous passengers whose baggage was completely compliant with regulations, your employee threatened people by stating they would not be allowed on board unless they paid a €73 fee. Due to your employee's aggressive behavior and the stressful environment created, I suffered a severe panic attack during the flight.I was traveling with a standard backpack measuring 40x30x20 cm, which strictly complies with free cabin baggage rules, along with a small personal women's handbag used only for my passport and money. Your employee forced me to pay €73, falsely claiming that I was not allowed to carry two bags. Interestingly, I have previously traveled from Tirana and Athens airports with Wizz Air using the exact same items without facing any issues. It is completely unacceptable that your local staff enforces arbitrary rules to penalize passengers.This employee displayed a demeanor contrary to human rights and caused me significant psychological distress. I demand a thorough investigation into this incident and the conduct of the staff member involved. Additionally, I request a full refund of the €73 fee unjustly charged to me. Should this matter not be resolved promptly, I will pursue all my legal rights through civil aviation authorities and consumer courts, supported by all available evidence.I look forward to your prompt response and a resolution to this matter.Sincerely,

Mijn koffer is tijdens mijn reis naar Schiphol achtergebleven in het land van vertrek. Bij aankomst op Schiphol was mijn koffer niet aanwezig. Menzies was telefonisch niet bereikbaar en er was ook niemand van Menzies aanwezig op Schiphol. Daarom heb ik via de QR-code een lost baggage report ingevuld. Daarbij werd per e-mail aangegeven dat er binnen 24 uur contact met mij zou worden opgenomen. Dit is uiteindelijk niet gebeurd.

De volgende avond gaf mijn AirTag aan dat mijn koffer inmiddels wél op Schiphol was aangekomen. Menzies had nog steeds geen contact met mij opgenomen, dus heb ik besloten zelf te bellen. De medewerker stelde zich niet voor, deed lacherig, nam mij niet serieus en bleef volhouden dat mijn koffer nog in het land van de overstap was. Dit kwam zeer onprofessioneel over.

De volgende ochtend werd ik uiteindelijk gebeld met de mededeling dat mijn koffer tussen 16.00 en 21.00 uur zou worden bezorgd. Uiteindelijk werd mijn koffer pas rond 23.00 uur afgeleverd. Gedurende het hele proces was er nauwelijks communicatie en werden er geen updates gegeven.

Ook werd er totaal niet meegedacht. Als je tijdens het aangegeven tijdsframe niet thuis bent, wordt je koffer teruggebracht naar Schiphol en moet je deze daar zelf ophalen. Er werd geen enkele coulance geboden.

Een vertraagde koffer kan gebeuren, maar de manier waarop hiermee is omgegaan, slechte bereikbaarheid, geen communicatie, onjuiste informatie, afspraken niet nakomen en onprofessionele medewerkers vind ik ronduit schandalig

Menzies staff basically tried to make me feel uncomfortable through the whole process, checking any possible type of fault they can use against you. No reason from their side to behave like that...

Daniel in Gatwick was unbelievably helpful to me after an awful interaction with a crew member from an airline. He was so kind and made a point of coming up me and reassuring me that the situation was uncalled for. Thankyou Daniel, you made a terrible interaction softer. We need more common sense like yours. Thank you again.

Llegamos casi 2 horas antes, su personal sabía dónde estábamos y acabamos registrados como “NO-SHOW”

Nuestra experiencia con **Menzies**, encargada del handling del vuelo W95366 de Wizz Air entre Alicante y London Luton, fue absolutamente inaceptable.

Llegamos aproximadamente a las **19:10** para un vuelo con salida a las 21:00 y nos pusimos directamente en la cola de check-in. Incluso preguntamos a una empleada si debíamos permanecer allí y nos confirmó que sí.

Sin embargo, **no llamaron a los pasajeros de Luton hasta que quedaban aproximadamente 9 minutos para cerrar la facturación**.

Cuando finalmente nos atendieron, la responsable nos informó expresamente de que existía **overbooking y que se habían vendido 7 plazas más de las disponibles**.

Como no habíamos realizado el check-in online, el personal de Menzies tramitó el cobro correspondiente: **96 € por dos pasajeros, pagados a las 20:25**. Nuestra tarjeta de embarque indicaba **boarding a las 20:30**.

Durante el propio pago hubo problemas con la tarjeta y la responsable incluso nos hizo cambiar de mostrador, consumiendo todavía más tiempo cuando la situación ya era crítica.

Después, la responsable nos indicó expresamente que **no pagáramos/facturáramos nuestra maleta porque, debido al overbooking, posiblemente no nos dejarían embarcar**, y que si finalmente podíamos subir nos la cobrarían en la puerta.

Seguimos exactamente sus instrucciones.

Cuando llegamos a seguridad, **no nos permitieron pasar con la maleta debido a los líquidos que contenía**. Tuvimos que regresar nuevamente al mostrador.

Después de reclamar repetidamente, aproximadamente a las **20:38**, la responsable finalmente nos confirmó que **SÍ había plazas para nosotros**.

Desde el aeropuerto se llegó a contactar con la puerta para explicar la situación, pero continuábamos sin poder atravesar seguridad.

Cuando el agente de seguridad se marchó y un **agente de Guardia Civil** ocupó esa posición, le explicamos lo ocurrido y aproximadamente a las **20:43 nos permitió continuar por su línea**.

Corrimos inmediatamente hacia la puerta, pero el embarque ya estaba cerrado.

Posteriormente acudimos personalmente a la oficina de Menzies. Allí **nos confirmaron que en el sistema figurábamos como “NO-SHOW”**.

Cuando preguntamos cómo podía considerarse un “NO-SHOW” si llevábamos desde aproximadamente las 19:10 en el aeropuerto, habíamos seguido las instrucciones de su personal y ellos mismos habían gestionado nuestro check-in, la respuesta que recibimos fue, en esencia, que **como no habíamos llegado a la puerta de embarque, era responsabilidad nuestra**.

Pero precisamente eso es lo que estamos reclamando: **¿por qué no conseguimos llegar a la puerta?**

El personal que gestionaba el vuelo sabía que estábamos allí. Nos atendieron. Nos cobraron el check-in. Nos comunicaron el overbooking. Nos recomendaron no facturar la maleta por la posibilidad de no tener plaza. Regresamos al mostrador después de que seguridad nos impidiera pasar y finalmente nos confirmaron que sí había asientos.

A pesar de todo ello, el resultado terminó reducido a **“NO-SHOW”**.

Además, cuando manifesté en la oficina mi indignación porque Menzies sí había podido gestionar y cobrar el check-in pero después se desvinculaba de las consecuencias de lo ocurrido, **la respuesta de la empleada me pareció burlona y despectiva**, llegando a realizar un comentario que interpreté como una insinuación de que esos cobros servían para soportar o atender a clientes “como yo”.

Me parece especialmente inapropiado tratar de esa manera a un pasajero que está reclamando explicaciones después de quedarse en tierra **habiendo seguido las instrucciones proporcionadas por el propio personal**.

No somos pasajeros que aparecieron después de que cerrara el vuelo. **Llegamos aproximadamente 1 hora y 50 minutos antes.**

Tenemos tarjetas de embarque, fotografías con hora y ubicación, justificante del pago de **96 € a las 20:25** y una reclamación presentada por escrito ante Menzies en el propio aeropuerto.

Como pasajeros no deberíamos tener que entender la estructura contractual entre Wizz Air, Menzies, seguridad aeroportuaria y el gestor del aeropuerto para conseguir embarcar.

**Nos presentamos con antelación y seguimos las instrucciones del personal.**

Solicitamos que Menzies investigue formalmente la actuación de su personal, explique cómo unos pasajeros que estaban siendo atendidos y cuya situación era conocida terminaron registrados como “NO-SHOW”, y responda por escrito a la reclamación que presentamos.

Half an hour stuck in the plane because they couldn't figure out how to connect the stairs to the plane. When we finally did get out after they strolled around with their hands in their pockets laughing and joking the woman, who did nothing other than put up at ratchet strap between the bus and the stairs started giving an old man abuse for trying to complain. Absolute embarrassment to our cointry having these clowns trying to manage anything other than breathing.

Sramota i bruka za plate ponizavajuce za coveka

Baggage didn't arrive at Glasgow airport. Immediately reported this to a tanned, grey headed lady at Menzies who wrote down on a piece of paper, my answers to her questions. Asked her what would happen next. She said I'd receive a text or email with an update.
Heard nothing back from Menzies ever. Couldn't leave a message when I called them as inbox was full. Surprise surprise. Emailed the CEO a few days later. No response. Surprise surprise ...
United Airlines eventually contacted me to say they had my luggage, but were waiting on a PIR number (property irregularity reference)number,in order to reconcile our baggage with us.
According to Glasgow Airport website, I should have been given a copy of the PIR form and a reference number when I reported the issue at the outset. From the top to the bottom, this company is rotten.
Just found out the CEO I emailed Philipp Joeinig stepped down on 31.7.26. I wonder why ?

Nobody could give a straight answer on how passengers were actually selected. The gate agent told us it was ranked by when the booking was originally made, while another member of staff told us separately it was based on check-in order. Two different explanations for the same decision from the same team. Meanwhile a different staff member at check-in had told us we’d get a seat and be given priority for travelling with an infant, neither of which happened.

When we asked for something in writing confirming what had actually happened to us, we were told that wasn’t possible, against policy. When we asked what policy, the member of staff walked off without answering. If a policy exists, someone handling denied boarding should be able to name it. If it doesn’t, that’s worse.

On top of the misinformation, there was no care of any kind while a group of stressed passengers, including a family with a young baby, stood around not knowing what was happening. If you’re the company airlines pay to handle this on the ground, knowing the legislation isn’t optional.

In short: unempathetic rude staff, customer service lines unattended. No queue. When I tried to call over and over again- number switched off.

Worst customer service. Was told Sat evening at Melbourne that Qatar had a delayed flight therefore my bags were left behind in London. They told me that my bags would be delivered to my house in Gold Coast.

I got a voicemail asking me to go collect it from the airport. I called the number highlighted in the paperwork numerous times and left voicemails. No one called me back or ever picked up.

I spoke to one lady from operations on a different extension in an attempt to speak to someone. She was helpful and gave me another number to try. That also went straight to voicemail.

I called the lady from operations back and explained what happened. She took my file ref and said she’ll call me back. Did not call me back.

Tried the number on paper work more times. Voice mail. Tried the number the lady gave me…. Number is now switched off.

Absolutely horrible service. Why tell me to call a number that no one ever picks up. Why is there no queue.

Shocking service at Palma airport - rude, unhelpful and had no interest in resolving issue

Warren Ridley assisted me through check in, security and transportation to the gate in a wheelchair. He was incredibly kind and helped calm me when I was highly stressed.
His help was invaluable

Worst company to ever deal with, rude, unwilling to assist travellers, they know nothing about customer service, why are they here and I just missed my flight because of them. They wanted my wife to hi back recheck her luggage when she’s back they told us they are closing same people who wanted us to have our bags checked and they denied us entry now I have to wait four hours for my connecting flight

I rated the service as "1", simply because there is no lower option. Having experienced Menzies baggage handling service, at Glasgow airport on many occasions, I can only say it is abysmal. On one occasion we had to wait almost 2 hours for our luggage. Our latest experience saw us wait for almost an hour. We are frequent travellers, so we are able to make comparison with other airports & other ground services. This is, by far, the worst.

Horrible customer service! Attendant is rude and flipped his name tag when I asked for his name to file a complaint. Kept lying to change his story. Heathrow are using Menzies but they’re horrible.

The service at Lisbon Airport Lost and Found is diabolical. I’ve been in a queue for 45 mins and I’ve move forward one metre. At this rate I’ll miss my connecting flight. Under resourced with incompetent staff.

⭐ 1/5 — Denied boarding to a family with a 2-year-old over a COMPLIANT bag — Alicante Airport

On 4 July 2026, Menzies Aviation staff at Alicante Airport (handling Wizz Air flight W6 2388 to Budapest) denied boarding to me, my wife and our 2-year-old son.

Our trolley bag complied with Wizz Air's official published policy: 55x40x23 cm, with wheels allowed to add up to 5 cm. Only the wheels stuck out slightly from the gauge — exactly what the policy permits. We had also PAID for WIZZ Priority, which includes the trolley bag. Despite this, staff demanded an extra fee for a service we had already purchased.

I noticed they were doing the same thing to other passengers, so I started filming. I even offered to pay the fee just so my family could board. Because I filmed them, they refused us boarding entirely. With a small child.

Airport police attended and confirmed we had done nothing wrong.

No rebooking, no hotel, no meals were offered — nothing, despite EU Regulation 261/2004. At their complaints desk we were treated with total disrespect. We were left stranded and had to pay for a hotel, taxi and new flights ourselves.

I filed complaint form no. 002241-1 on site, have the entire incident on video, and have submitted formal claims to Wizz Air, with escalation to AESA (Spanish aviation authority) and the European Consumer Centre underway.

Check your rights before letting this company's staff pressure you into paying fees you don't owe. And if it happens to you — document everything.

Our attendant has been working at Seatac for 19 years! He is from the Philippines, and is fluent in languages. My husband didn't have his ID when we were trying to fly out of Seatac to Ohio on Wednesday, June 10, 2026. Our first lady attendant wheeled over to get our boarding pass. That is when my husband discovered he did not have his ID. The lady from Africa wheeled us back into the area she picked us up, no ID, no boarding pass. I got on the phone to Premier shuttle, driver Mike Z who dropped us off. He searched the van for the billfold/wallet and came back to the area he dropped us off and let Darrell check the van for the wallet. I asked if he could take us back to Lacey, but he had other obligations, he called dispatch to let them know our situation. I called Premier and they said we could get a ride back to Lacey at 9:30, so I said thank you very much. That is when your amazing employee from the Philippines with his 19 years of experience at the airport came to our rescue! I am sorry I didn't get his name. He asked if we had anything, an old ID, a prescription bottle, etc
We had a prescription bottle with Darrell's name, and i had his medical insurance card. This wonderful man who grew up in the Philippines gave this information to TSA so we could pay the $45 to look him up. We had no one to go to our apartment to retrieve the ID. We are in our 70's with no family support. It was 60 miles back to Lacey, no way to go back to retrieve the ID and make the flight! He wheeled Darrell through our TSA experience and got the boarding pass and the bag checked got us to our gate. He is an incredible employee and had a great bell (his vocals) to get us through the crowd. He has a sister in Cleveland who he hasn't seen in 35 years. Please give him bonus points $$. He called me mama and Darrell papa and took extra special care of us 😍
He is amazing! The two gentlemen on Sunday night on our return were excellent! They met us after our return flight from Cleveland to Seatac. Most all of the male employees at the Seattle Menzies were amazing! Sunday , June 14 our gentlemen took from the gate, to baggage claim (me to the bathroom) and out to the parking garage to check in with our shuttle provider (Premier Capital Aeroporter) and once we were assured we had a ride home, the Menzies wheelchair assistance men left us with hugs and appreciation. I cannot say enough good things about our experience!

Menzies were offering no assistance in my enquiry. Instead I got a very smug employee who was dismissive and very unhelpful. Horrible company to deal with.

From waiting on the runway for 15 minutes for a gate allocation, to then sitting on the plane for a further 20 minutes while a disembarking stair eventually arrived, was not a good introduction. Then a convoluted and depressing journey off the tarmac and into the terminal provided the impression that this was a third world airport.
We then entered the baggage collection hall and noticed that our flight's allocated belt was already totally full of suitcases and repeatedly stopped and started. It turned out that 5 flights were using this carousel.
Our luggage was tagged as 'priority', yet it was 20 minutes before our first suitcase arrived, then a further 5 for the next. It took yet another 15 minutes for our last suitcase to be delivered.
Menzies Aviation's managment of the flight and luggage services could only be described as incompetent. It's probably not helped by having to manage a facility that is clearly inadequate to deal with the number of passengers travelling through a facility that has had band-aid fixes to a 1960's building, applied over the years.
Vinci, the airport owner needs to seriously address the need to build a new airport terminal that can cater to the demands placed on Scotland's premier tourist destination. I shudder to think how this airport will deal with the impending Festival traffic, as this was still only early June.
Get your act together, Vinci and Menzies. You're letting Scotland and its image down! 😠