We flew from London Gatwick to Havana, via a change at Madrid for a week's holiday in December 2023.

Forgive the essay, I hope the information helps.

The good points:

Yes, Cheaper flights
Food and drink on both flights was good.
Staff on flights were attentive and pleasent.
Long haul planes modern

The bad points:

The app is useless
It's complex to contact Air Europea from abroad
Boarding, at times extremely complex and very very time consuming.
No information at all to customers waiting at boarding, especially when things go wrong.
Flight changes and delays
Staff seemed to be unable to accommodate other languages other than Spanish, (not wanting to sound rude here, but during complex times, there was very little available to translate into other European/foreign languages, this created considerable misunderstandings and raised anxiety).
Short hall planes slightly old!

To expand upon the above:

As stated, app useless, in Cuba even accessing the Web page was complex,( we had WiFi at the hotel)

Boarding, we'd paid for priority boarding, staff at the gates seemed not to know it existed. We had to point it out to staff, who seemed totally unaware of the process.

(Landing at Cuba, getting through customs and duty free took several hours, admittedly not an Air Europa issue, but one to be aware of).

Leaving Cuba, there was an issue with one of the exits on the plane. We were all left for over two and a half hours, with no information about what was happening. (Well after boarding yime). All Air Europea staff disappeared and were no where to be found. I went back to the main gate to inform other Airport staff of the situation, no one knew nothing. At one point the ques had disingrated and members of the public from many Countries were becoming concerned, agitated and rowdy. It could have easily developed into a very complex situation.

There were five passengers who were using wheelchairs for accessibility and support. They were also left with no one to help or inform them, myself and others checked to make sure they were OK. This is extremely upsetting as the needs of these vulnerable individuals was ignored for several hours by Air Europea staff.

Eventually staff joined us, they admittedly looked anxious and out of their dept. Though the issue with the door must have been known of for some time by the disapered Air Europa team, no contingency plans seemed to have been made, we were told a mixture of "flying tonight" "no flights for several days" "flights tomorrow evening" this combination of information made certain members of the crowd.

When a decision was made, because of the exit door issue our plane, only certain individuals were allowed to fly. The language barrier here caused quite a few arguments with many individuals, mostly because the Air Europea staff has no support, especially technical, to translate.

We left Cuba several hours late, happy to leave, but obviously concerned about our connecting flight to London from Madrid.

Staff on this flight, were excellent.

Upon Airval at Madrid, utter confusion, Air Europea staff said one thing, customs and boarding thought something else, (So obviously no communication to Madrid staff about what was happening). This caused some complex interactions especially at boarder control. Several members of the public were crying and extremely angry at this point.

Thankfully an awesome trilingual passenger cleared it up, and all realised the connecting flight from Madrid to London had been held for us.
(It has to be said, the passengers upon that plane were not very happy, understandably so, plus the staff too!).

So Advice, do read the reviews, I guess to you do get what you pay for. Though most individuals possibly review when upset, I've tried to include positives here also.

Do get priority booking, it does help, but do make sure have evidence on multiple formats, (paper-phone) and do make yourself known to the staff upon boarding.

Be prepared for a significant lack of communication, all of our flights were delayed, we had no support or information from Air Europe.

The staff seemed to have little or no training regarding customer support in several languages. Its here Air Europea could do so much better. Leaving Cuba, a riot was very close to happening, let alone those vulnerable individuals they left totally unsupported.

As for us flying with them again, that's a great big NO sadly. The 2 rating is influnced by the staff on the planes being really good.

Hoping the above helps!

First time flying with Air Europa and last. For the price we paid never have I ever been on a long haul flight for 9 hours plus and only received 1 meal with a drink otherwise outside of this everything had to be paid for including headphones. I was lucky as I brought my own. However I saw an old man in his 70s plus ask multiple times to a male flight attendant for a pair of headphones and he was ignored for nearly an hour. This service is unacceptable. What was more poor is he was Spanish speaking as per all the flight attendants. He was given drinks before receiving his headphones. I felt sorry for him. Please make sure you fill up on food before leaving the airport or you will have an uncomfortable journey

Flight delayed almost 2 hrs. Barely any concise update from Miami airport staff. Were waiting for crew (they were late to the flight by almost 1 hr). We were told once crew got there we would board. Almost another one before we boarded. Once boaded there were not enough blankets or pillows (for an 8hr flight?). Food is below average. Smal dish with small piece of bread and a half soda (yes they serve u a almost amount in a paper cup). Thats it for dinner. Then they come around with coffee complimentary. Anything else you have to buy. Headset which every airline gives you complementary - 3 euros. This airline is the Spirit version of Europe. Never will i fly with them again. Is either American or Iberia.

I am a frequent flyer and have been on flights all over the world (including Africa) and Air Europa is the absolute worst one I’ve experienced.

On 7 November, I flew from Madrid to Santo Domingo. Somehow, they managed to lose a 70lb purple suitcase during a 5 hour layover. The other two bags arrived. The airport told me they didn't know where it was. I spent the next 15 days calling daily to the call center. Their website rarely worked. Disinterested representatives told me they’d let me know as soon as they knew something but my hotel told me to keep calling. I even went to the airport once to find it and was turned away. On 22 November, the annoyed representative at the call center told me she’d ask the Santo Domingo Airport to look. I returned home that night to Washington DC.

On 23 November, I received an email that it was found. I called the call center who told me it was in Santo Domingo and they wouldn’t answer when it arrived there. I thought it would be delivered the next week but no. On 3 December, I called the airline who told me they sent it to Madrid on 25 November to be put on a plane to dc.

I called every day and they didn’t seem to know where my bag was and suggested that I write it off and seek compensation. I wasn’t ready for that. Then on 9 December, I received an email saying it was in New York and scheduled to go to Richmond VA that night. On 11 December, I received a call from Delta Baggage Servoce saying they had my bag and it was now in Nashville. Delta had it on a flight to me and I got my bag that afternoon.

Now I had identification in my handwriting on the bag. I am thrilled to have the bag but know that is because of Delta. Beware of this airline…

Super awful terrible airline. Was fleeing for my life in Israel and had to buy a new flight and they would not refund me even though they pretended to have a generous policy. So many other airlines refunded. The customer service treated me terribly and had no idea what they were talking about. Told me many contradictory things. So on top of the terrible situation I had to deal with their disrespect.