AirBaltic Ignored My Complaints and Left Passengers Without Check-In

I am writing to express my dissatisfaction with AirBaltic's handling of a serious check-in issue and the lack of customer support provided before and during my journey.

Despite submitting complaints to both AirBaltic's European headquarters and its Türkiye office, I never received any response, update, or explanation regarding the problems I experienced. My complaints appear to have been completely ignored.

The issue began when AirBaltic's online check-in system failed to function properly. After repeatedly being unable to complete online check-in, I contacted customer service by phone and asked for assistance. Instead of resolving the issue, I was simply told that I would need to complete the process at the airport.

However, when I arrived at the airport on the day of my flight, the situation became even worse. The AirBaltic representative refused to process my check-in and informed me that I could not be accepted for the flight without a completed check-in. This was despite the fact that the airline's own system had prevented passengers from checking in online.

I was not the only passenger affected. Many travelers were experiencing exactly the same issue and were left waiting helplessly because the online system was not working. Large numbers of passengers spent hours at the airport without receiving clear information, guidance, or assistance.

What made the experience particularly frustrating was the attitude of the AirBaltic representative. Instead of helping passengers find a solution, the employee displayed an extremely rude and dismissive attitude. Travelers who were already stressed because of the system failure were left feeling ignored and unsupported.

The result was complete confusion, long waiting times, poor communication, and unnecessary stress for passengers. A functioning airline should have contingency procedures in place when its online systems fail. Instead, passengers were left to deal with the consequences of a problem that was entirely outside their control.

I respectfully request that AirBaltic investigate the failure of its online check-in system, review the conduct of the staff involved, and provide a written explanation regarding why passengers were left without assistance despite a widespread technical issue.

I also expect AirBaltic to improve its customer service standards, ensure that airport staff are properly trained to assist passengers during system failures, and establish clear procedures to prevent similar situations from occurring in the future.

The lack of communication, the technical failures, and the treatment of passengers during this incident have seriously damaged my confidence in AirBaltic, and I hope this complaint will finally receive the attention and response that previous attempts did not.