Ljubljana to Vienna. Overall, the flight services of Adria are those of an average, reliable, small European carrier. I have flown them many times over the years, and I have seldom experienced any problems with the flights themselves. Returning to Vienna from a visit to Albania and Slovenia in September, however, I had an encounter with Adria that has revealed just how much their customer service quality could be improved. Adria offers opportunities to purchase business class upgrades or empty economy class seats through Optiontown. Business class upgrades on Adria are a joke because you're paying at least 50EUR for an empty seat next to you and a snack. The option to purchase an empty economy class seat at 19EUR is a great deal though, in my opinion. Having selected this option for my LJU-VIE flight, I received a confirmation that my transaction had cleared and the extra seat had been assigned next to me. Fast forward to the actual flight: there had been an aircraft change from the CRJ-900 to an ATR-72 (Darwin Airlines/Etihad Regional), but I still had my empty seat. The ATR-72 has two seats that face towards the rear of the plane at the front of the cabin, and one of the women seated there was scared to fly backwards, so the flight attendant unilaterally reassigned her to my empty seat without asking. It's a short flight, and I didn't want to cause a scene, so I just let it all happen assuming I could easily get a refund for my 20EUR transaction. It took exactly one month for Adria's customer service team to respond to me, and they said that my "business class upgrade" had not cleared, so I was not charged. I had never requested a business class upgrade, and I was charged for the empty seat I had in fact requested, so I sent all of the relevant receipts and statements back to Adria. Three weeks later, I still have yet to receive a response, so I simply disputed the charge with my credit card company that was easily able to understand the issue and refunded the money. 3-4 weeks+ response time from customer service is absolutely embarrassing, and Adria should be ashamed of their operations. It's sad for an otherwise perfectly acceptable airline to lose a customer over 20EUR.
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