Condor - Reviews and experiences

I’d actually told a friend a couple of months earlier that Condor seemed fine from what I’d heard, so I half expected a routine, quiet wait. That’s not what happened. The moment a Condor desk agent walked past, things shifted. He singled us out, and from the first words he was confrontational. He challenged why we were in the accessible seating, but didn’t bother asking any of the other people sitting there. He told my husband our daughter could stay in the seat but implied my husband couldn’t — which made no sense and felt discriminatory. My husband offered to move if someone else needed the chair, and asked why the agent hadn’t asked anyone else. The agent’s tone escalated quickly and then he told my husband to leave that area. We said we wouldn’t move our daughter away from her seat and that we’d stand nearby. When my husband tried to ask for the agent’s name and for a manager, the agent refused to give a name and insisted he was the manager. At that point the language got abusive; the agent used heavy swearing and told my husband to “f*** off,” then shouted that my husband should be “shamed” for sitting with our daughter. That’s when a crowd started to watch — not huge, but enough people to witness it, including families with kids. My husband tried to take a photo of the agent’s badge because he refused to identify himself. The agent reacted physically: he knocked the phone out of my husband’s hand and it flew across the floor, then grabbed a drink bottle and smashed it into a bin. After that the agent called my husband an “idiot” and threatened to involve the police and to “speak with Air France,” which felt like intimidation rather than any real escalation. Several travellers came up to us afterward to say they’d had poor interactions with the same agent before, so this didn’t feel like an isolated misunderstanding. We were left shaken — especially our daughter — and it was a humiliating scene for a family just trying to mind their child’s needs. I need to be clear: this wasn’t a “service gone wrong” in the usual sense, it was behaviour that crossed the line into harassment and assault. We filed a formal complaint with Condor and also said we’d contact the U.S. Department of Transportation if needed. Condor’s initial reply to us was frustrating: their customer relations rep painted a very different picture, claiming police had been called and that we refused to be interviewed. That’s not what happened; police never arrived and we were never told an officer was coming. We have witnesses who confirm the sequence and a photo taken just before the physical contact. Condor’s response also defended the agent’s conduct as appropriate “under the circumstances” and suggested my husband was aggressive — which is an inversion of what we experienced. Overall what bothers me most, besides the actual aggression, is how the airline’s customer service handled the complaint afterwards. It felt defensive, almost like the priority was protecting the employee rather than assessing the facts and offering meaningful remediation. When a company’s customer relations team resorts to dismissing witness accounts and leaning on contradictory claims, it erodes trust. I’m mentioning all this because I first saw the desk at MIA and I’d told a friend I might try that airline; I even tipped another relative to watch for good fares — now I’m having to tell those same people to be cautious, especially if they’re travelling with someone who needs accessible seating. Emotionally it was exhausting and upsetting for our kid — she was visibly disturbed — but I’m trying to report this calmly and factually. If you’re evaluating Condor based on customer service and how they deliver on basic decency and protection for passengers with disabilities, my experience suggests there’s a serious gap. They need to fix both frontline conduct and the way complaints are handled, because the delivery of customer service stopped being professional the moment the agent decided to escalate. I wanted to share this so others can be aware and, if necessary, push for better follow-up when a company’s initial response doesn’t line up with witnesses and evidence.

My recent flight to Cape Town was pretty awful, eh. Not only was the flight delayed, but it seems like that happens a lot with this airline, ya know? The flight attendants were super rude, making the whole trip unpleasant. And to make things worse, the flight was delayed because of bad maintenance, and on top of that, the entertainment system on both flights to Cape Town was busted with no apology from the airline. All in all, this was definitely the worst flight I've ever been on, for sure.

Yeah, so I had a major issue with my luggage when I flew with them. It was honestly the worst experience ever. Dealing with those unhelpful customer service people was so frustrating. I was left stranded in a really cold place with no warm clothes or anything. It was definitely not a fun situation.

My recent flight experience with your company was a total disaster. Because my flight from Baltimore to Frankfurt was delayed by two hours, I missed my connecting flight. Dealing with the situation was so frustrating and disappointing. We had to wait in line for two whole hours just to rebook our flight, all because the staff seemed to not know what they were doing. In today's world, technology is supposed to make things easier, but every passenger had to spend at least 10 to 15 minutes (if not more) with an agent just to get things sorted out. The lack of efficiency and customer service was really terrible, so I won't be flying with your airline again.

I just flew with this airline and wow, it was such a great experience! The staff was super friendly, like seriously awesome. From the flight attendants to the pilots, everyone was so professional and on point. I felt really safe the whole way through. I'm definitely gonna fly with them again and I hope they keep up the good work!

I recently had a really bad experience with a purchase I made. The delivery came six days late, so I had to spend extra money on clothes and toiletries for my trip. When I complained after coming back, it was a mess. They didn't want to reimburse me at first, saying I missed the deadline, even though their claim system was obviously not working. When they finally said they'd cover 50% of my expenses, they ended up paying even less without explaining why. It's really disappointing how they don't take responsibility or show transparency. Their customer service was a joke, hardly acknowledging my valid concerns. And don't even get me started on the terrible food on the plane, it was the worst. Overall, it was a horrible experience that I wouldn't even wish on my worst enemy.