Firefly

Traveler reviews for Firefly Airlines present a mixed but generally satisfactory picture, with notable appreciation for certain aspects despite recurring complaints about operational consistency. The overall sentiment is that the airline can provide a pleasant experience when flights run smoothly, but reliability issues can significantly impact traveler satisfaction. Firefly receives an average rating of 7.4/10 from travelers, indicating good service overall.

What Travelers Love:

• Complimentary Services: Many travelers appreciate the complimentary refreshments and a decent checked baggage allowance (20kg for ATR, 10kg for jet flights on FlyBasic), which is often a value-added feature compared to other low-cost carriers.
• Comfortable Seating and Cabin Environment: Passengers frequently highlight the comfortable leather seats and good seat pitch, particularly on the ATR aircraft, leading to a pleasant journey. Refreshed cabin interiors on their Boeing 737-800s have also been positively noted.
• Friendly and Efficient Cabin Crew: The attentiveness and efficiency of the flight attendants are often praised, especially for their ability to provide service promptly even on very short flights.
• Convenient Operational Hubs: The use of city airports like Subang is highly valued for its accessibility and shorter travel times, particularly for those traveling to or from central Kuala Lumpur.

Common Complaints:

• Frequent Flight Delays and Rescheduling: A significant and recurring complaint from travelers involves multiple flight reschedules and substantial delays, often communicated with short notice. This unpredictability can cause considerable inconvenience, especially for those with connecting plans or business appointments.
• Customer Service Issues: Some reviews mention difficulties with customer service, including unresponsive email complaints and unhelpful or rude staff when issues arise. Firefly shifted to digital live chat support in July 2024, aiming to enhance customer experience.
• Lack of In-Flight Entertainment/Wi-Fi: As a low-cost carrier, Firefly does not typically offer in-flight entertainment systems or Wi-Fi, which is a point of complaint for some passengers, especially on longer routes.

Overall sentiment is mixed, with strong positives for in-flight service and comfort when flights are on schedule, contrasted by frustration over frequent and often inconvenient flight delays and reschedules.