I travel breeze multiple times a month. The flights are good with great flight attendants, friendly and talented pilots and clean planes, but the customer service falls short. From the counter and gate agent experience or the follow up with their impersonal online chat experience they just dont care if you are a happy customer. We recently had a counter agent argue with us that we didn't pay for a bag when we clearly did and she charged us $75 for the bag that we already paid for at time of booking. When I made the call/chat with customer service about this they said they would make the exception and refund us the $75..lets be honest..its a correction not an exception. An exception would have been to refund both fees since the argument should not have even happened. Train your counter and gate agents better, we had it clearly on our app that a bag was paid for. Customer service should not be called customer service. They only serve the interest of the Breeze bottom line. Do better

Breeze has an online reservation system (and an App) that is at best, only sometimes functional. When trying to make changes to our reservation it took nearly half a day due to neither system functioning properly. I am a skilled computer user with updated systems and software, but the changes would not take despite trying different operating systems and web browsers and reinstalling the App several times. It took texting (there is no direct phone number to reach a human being to be found) customer service and waiting long periods of time between each encounter to change the reservation - and then I still had to sign on and complete the process myself. Total time to change our return date approximately 4 hours. Leaving Hartford we had our first ever experience of waiting for a tire to be changed on the airplane leaving from Hartford. This seemed unusual, but best safety practices so we did not think much of it at the time though we did notice the communication to the passengers about the event was, at best - sketchy, creating a somewhat worried atmosphere. Once on the plane the internet offered as part of their “Nicer” package was unusable. We were not able to sign on, and we were not the only ones - many people on the plane had the same frustration. I have a newer Apple iPad and a newer Google Pixel, neither of which I was able to connect. When we asked a stewardess for help, she repeated the directions on the card in the seat pocket - and while taking to her actually walked away - in the middle of our conversation. When we got to the baggage claim area, the bags were sent out on a track that was blocked off at the other end by heavy construction tarps. So any bags that were not picked off the conveyer belt right away were all piled up at the other end! On the return home we arrived at the airport 2 hours early, as they suggest - only to be told at the check in counter that they would not accept our bags until 1 hour and 15 minutes before boarding. When we returned at that time (unable to eat or relax as all the restaurants at RSW are on the other side of TSA) we found ourselves at the end of a very long line - many who were stopped from checking in because their flight was more than an hour and 15 minutes from boarding. The check in people did not speak clearly, further creating confusion and chaos. That I could perhaps overlook - but they were also rude, dismissive and unhelpful. Once through TSA we were boarded nearly 45 minutes earlier than scheduled, without reason or choice, and then sat on the tarmac for that entire time, taking off as scheduled and not early. This had a further negative effect in that as there was a woman near us who was sick, we caught her flu and have spent several days sick ourselves - partly because we were forced to be on a plane for nearly an extra hour - for no good reason. Also, no blankets were available on the flight, despite it being very cold even though we were wearing jackets. We have flown all over the country and much of the world and flying on Breeze Air, in nearly every aspect, was one of the absolute worst - if not the worst - flight experiences my wife and I have ever had. From difficult to make reservations to unusable internet connection to refused baggage check-in to forced early boarding for no good reason (other than to sit on the tarmac) to nearly impossible to modify reservations (due to a non functioning web site and app along with no way to speak with a person), to lack of services, to rude and dismissive staff. Both directions. Just, truly, awful. Stunning, really.

Terrible experience from the start. Booked back in December changed my outbound flight wout notification. Then flight was delayed. Followed by return flight being delayed from 430 to after 6pm because plane wasnt on time. Customer service only offered to cancel flight. Will never fly nor recommend this airline to anyone. And the worse everything is pay extra from seat choice to wifi to beverages and drinks. And no screens u use your own device. Try to give the new guys a chance and failed miserably.

Customer service is non existent. There is no phone number to call and no one to call you. You have to text your issue to an AI machine and not a good one at that. Insanely frustrating. Their motto is "just book your flight and shut up".

Please never ever fly with this company, it's my first time and last time flying with it. It is horrible. First they delayed our flight for three hours, and after they let us wait inside of the airplane for an hour before having a gate