Aviator Reviews 196

If I could leave 0 stars I would. Zero customer service and employees who don’t want to work.

6 flights that we're schedule to receive the bags after us received them before us, it's unbelievable how unprofessional they handle bags. I'll never fly with checked bags to airports who use their services.

Incredibly slow!!
Arrived in CPH from Paris on 31 August 2025. The flight of 1,200 kms was 1h40m.
After 1 hr in CPH airport with our baby girl, we’re still waiting for our baby stroller getting the 100 meters from the plane to the oversized luggage !

We arrived from Sabiha Gökçen airport today at 14,45h our luggage did not arrive before 16,00h! Aviator was proccesing according to info! Other flights luggage was getting on the band 4 before, even as the landed later! I have never experienced such terrible luggage handling before! I expect this could happen in Africa, but not in Copenhagen

I travelled with Lufthansa from Tirana to Copenhagen via Frankfurt on July 30th, 2025 – and it was one of the most frustrating travel experiences I’ve ever had.
Already in Tirana, we were forced to check in our hand luggage, despite it containing valuable personal items. The reason? Allegedly no more space in the cabin. Unsurprisingly, both our hand luggage and our checked baggage were left behind in Frankfurt and didn’t make it to Copenhagen.
We only had a one-hour layover in Frankfurt – which Lufthansa should have known was too short to transfer baggage between flights. It’s irresponsible to even sell such tickets if they can’t ensure luggage will arrive on time.
When we landed in Copenhagen at 11:35, Aviator staff told us we couldn’t report our baggage as missing or request home delivery until we saw whether it arrived on the next flight. So we were forced to wait in the airport for over 6 hours, only to watch the luggage belt stop without our bags showing up. Neither the paid checked baggage nor the hand luggage with valuables.
Only at 17:15 were we finally allowed to file a missing baggage report and leave the airport. Until then, we were kept in limbo with no clear guidance or solution.
We were promised updates – but heard nothing for two days, unless we contacted them ourselves. There was no information, no sense of responsibility, and no follow-up from their side.
Luckily, I had an AirTag in one of the bags and saw it had arrived in Copenhagen on Friday morning. After several failed attempts to get help from Lufthansa – and no way to reach Aviator, despite calling during their official phone hours – I decided to go to the airport myself.
Thankfully, the kind staff at Copenhagen Airport helped me locate both suitcases – which were just randomly left between the baggage belts, without any tracking or system.
We had also paid 1,300 DKK for checked baggage, which Lufthansa failed to deliver properly – and yet we’re not entitled to a refund.
All in all, a terrible experience with a complete lack of communication, accountability, and customer service – both from Lufthansa and their baggage handler Aviator. I strongly recommend choosing another airline if you want to avoid this kind of stress, wasted time, and the feeling of being completely left on your own when things go wrong.

My bag didn't show up after landing in Copenhagen. I filed a report after waiting a very long time in the queue. They told me that once the bag arrived, it would be sent on to my address - and the online report confirms this. That never happened, I had to drive out to the local airport and pick it up myself. When I spoke to an agent on the phone - again after waiting nearly 30 minutes - I was treated extremely rudely. I requested to speak with her supervisor, which she refused and then hung up.

They needs a below-zero rating for this “service”
There seems to be nobody to contact about our lost luggage. I had been over 24 hours. I have an apple AirTag in each of the bags showing they are at Copenhagen airport, but we can’t figure out how to get them. Wearing same clothes & no hygiene items for 3 days wrecks a vacation……..never use an airline that uses Aviator to handle bags. -Mark Ryzewicz
Reference CPHLH49894

Shivam baghel

Terrible customer service. Niclas from Aviator replied to my e-mail with a blunt not relevant answer. After I provided extra clarification, he copied and pasted the EXACT same message.

We booked Aviator tour of Alhambra a week before travelling to Spain. It was going to be the highlight of our holidays.
On the day of booking we paid £134 for two tickets to access Alhambra on 25th March. The price was much more than the tickets from Alhambra official site but that site had sold out while Aviator were still offering spaces. The booking was confirmed on the day of purchase with the usual "you are ready to go to Alhambra" messages and we were really looking to that visit - once in a lifetime experience.
On the day of the tour, we travelled to Granada from Malaga excited and looking forward to the visit. Unfortunately, when we arrived there we could not access our tickets but received a message/email that our tour was cancelled! No explanation given, just their contact number. With limited access to internet (as we were visitors from the UK in the EU country) we could not contact the company on the day.
It was such a great disappointment to come all that way and not being admitted to the palace, a totally spoiled experience.
After returning to Malaga we emailed Aviator, who then informed us they knew there were no spaces available on the day of the booking. But instead of informing us straight away, they waited until a few hours before our tour by sending an email that was also delayed.
If you plan to go to Alhambra, or any other important visitor place, do not trust Aviator to arrange the tour for you. They are dishonest and not carrying about their clients' experience. A simple information about the fact they do not guarantee tickets would save us lots of disappointment and wasted travel.

It is ridiculous. I regularly fly to Copenhagen and I simply stopped checking in the luggage. It takes them 40 minutes to take the luggage from the plane, not to mention multiple times O have found it in the wrong belt

Absurdly terrible service, impossible to get in contact with.

1 of my checked bags did not make it on my final flight from FRA to CPH. Waited an hour in queue at their spot in baggage claim to open a claim for delayed baggage with only 3 people in front.

Called the next day within their opening hours, 8 in queue, didn't pick up after waiting 4 hours in queue. Telephone lines closed, no answer.

Wrote an email, no response.

Called today, their phone lines were off for the first 30 minutes of their telephone hours. Tried calling back at 930, in position 5, was only position 2 by the end of their telephone hours with another 2 1/2 hours wasted in queue.

Wrote another email, no response.

How on earth are they still operating at CPH airport. Literally impossible to get in contact with them.

Appalling customer service for delayed baggage. I never leave reviews but the service from Aviator and CPH airport has made me want to.
I was originally told my delayed luggage would be delivered to my address, which I was very happy about. Luggage goes missing, sh*t happens, delivery to my door is the best of a bad situation! But then it turns up, and they tell me I have to come pick it up in the airport.

The only (somewhat cryptic) instructions I receive: "go to the mødested next to 7/11 inside terminal 3 at 5:00pm, someone will meet you". So I arrive at 4:45pm just to be sure. Turns out there are TWO mødested next to 7/11 inside terminal 3, within 100m of each other, but out of sight from one another.

I go to the service desk, and they confirm my bag is right there, but no one can take me to get it. There are four Aviator staff standing around, two of them on their phones looking at videos and chatting.
I beg and I plead with them, being a 27 year old I'm not gonna go Karen on them. But this is ridiculous. Now I'm stuck at Burger King, killing time writing this review, waiting for the next cryptic pick up time, hoping to god I pick the correct 'mødested next to 7/11 in terminal 3' and I can get my godforsaken luggage finally.

TLDR: if they tell you to meet at the mødested next to 7/11 in terminal 3, make sure you go to the general airport information desk in termianl 3 and get them to point you to the correct place

Tried to talk with one of the male staff member working in The Aviator section / lost luggage counter in Copenhagen airport re our lost luggage . He was the most rudest/ unprofessional man that I have ever met . He would not give me his name and tried to wave me away with his hand !! . He either needs to be up skilled or transferred to a back office where he should have no contact with the public I found him absolutely appalling

Afternoon tea with friends
Lovely experience of trying different types of teas, sandwiches cakes etc.
Friendly staff, reliable customer service.
Asked a space for pray. They allocated me a space with total privacy. Overwhelmed really appreciated

What a great service and support! Made my and my 94 years old grandmas life so much easier during check-in! This is how professional ALL Arlanda staff should be!! 🙏👌

Priority Pass lounge, offers no selection of food or snacks, 13:30, there were only cookies, a small selection of cheese, bread and small selection of salad and pesto. Where were the famous Danish pastry? And cakes. No value for money, considering it costs almost 150kr. Disappointed!

Aviator baggage handling. Yet again a sh.. show at the baggage claim.

CPH airport, baggage lost and found:
Luggage didn't make it, got sent the next day, should've been sent home, but no info or update. Called the hotline and changed from delivery to picking it up at the airport myself. They only have 3x a day where staff is supposed to come out to the arrivals area to bring your luggage, and their phone number isn't active so nobody to reach. Insanely tedious.

Insanely rude employees, yelling at people when boarding the planes! Extremely rude, impolite and un professional.