Airwaay Reviews 

I was in urgent need of a next-day flight, and Airwaay came through brilliantly. The agent patiently walked me through all available options and explained which online deals were unreliable. I booked a smooth itinerary with their help. Truly impressed by the honesty and professionalism.

Booked flight to NZ, then despite having paid, took best part of 48 hrs and several calls to get tickets through and also had to change outbound flight by a day and pay another £265 which I reluctantly did as this was a last minute visit to my grandchildren . Had similar happen using a comparison site before, should have learned. It’s like the flights on the site aren’t monitored, are not removed and hence get overbooked and then the cost is inflated because they rearrange the flights. Can’t help feeling it’s a bit of a scam. That being said the lady I dealt with was helpful and sorted my flights. However will probably not use a comparison site for flights in the future, will deal with airline direct or even a high street travel agent .

Brilliant service and customer care from this lovely young lady Jessica such a very helpful care so helpful i could not wish for such a wonderful help she went beyond her service as travel operator full 5 stars every time look forward to deal with the travel crew again the best

Avoid this company.

I booked a flight to Bali through Cheapflights, and Airwaay was the vendor. After receiving no confirmation, I called them—only to be told I’d need to pay an extra £300 for a “flexible” upgrade because the second leg of my flight was apparently unavailable. I was also told that if I didn’t pay, I’d lose the £950 I’d already spent.

They claimed the upgrade included perks like a free meal (already standard on the flight), seat selection (false), and flexible date changes (also untrue). I realised soon after that these “extras” were mostly fictional—but let it go because the overall fare was still cheaper than other options.

A week passed with no ticket. I contacted them again and was told it was still being processed and I’d have it in two more weeks—cutting it close with a flight just months away. Two more weeks passed. Same story: this time, they blamed a “backlog” with the airline and told me to wait seven more days.

Still no ticket. I called again and was told there was nothing they could do, and they couldn’t say when I’d receive my booking—even though the flight was now just weeks away.

After doing some digging, I found many reports of similar issues. Despite claiming ATOL protection, I learned ATOL only applies if the airline collapses—it doesn’t help in situations like this. I found this out after calling ATOL to report the situation. In other words - do not be reassured by the fact that they are ATOL operators (allegedly). ATOL frustratingly, does not protect you against fraud - only airline collapse. Perhaps I was just careless - but I did not know that until I was in that situation.

I eventually sent Airwaay a strongly worded letter warning them I'd report them to Action Fraud, Trading Standards, and initiate a chargeback (which I had already done). Only then—when they saw I was serious—did they finally issue my tickets. Incredibly, they had the nerve to ask for a positive review after being pressured into fulfilling a basic obligation.

My bank was great and acted quickly on the chargeback, which I later cancelled once I received my tickets.

I held off writing this review until after my trip in case they retaliated by cancelling the tickets—something others had reportedly experienced.

Also when you book the flights, the small print (which most people do not read) says the ticket is non-refundable. I thought it was only non-refundable if I cancel the tickets. As I found out later - it could also potentially make it much harder to get a refund even if they do not fulfill their obligations. I got my refund - but only because I threatened to report them to multiple agencies - which I did.

This is a cautionary tale: no matter where you come across this company, think twice before booking.

Thank you so much. Keep it up.

They don’t reply to email enquiries but have the time to answer negative reviews in here just to have a “good” appearance. Notice how when someone posts negative comments, there will be positive reviews afterwards as if they have allocated people to do this. They don’t refund money immediately so unfortunately, if you have booked through them, a dispute with the bank might be a better option.

Excellent service and Mr. Floyd Pearson is very good at his job. Thank mr Pearson and helping me to get everything sorted and hopefully I can say more about how kind and wonderful service. Thank again.

I booked a flight to Mauritius via them for my s
on. Initially quoted £612 but later called and said the tickets price has gone up and I need to pay another £300 to secure a flight. Refused to pay more and asked for a refund. Refund yet to arrive. Should have checked the company out before using them, but they operate via a price comparison site which makes it difficult to check.

Leo was brilliant! He helped me find the best route to reach home thank you.

I've booked with Airwaay on 10/02/2025 flight ticket from London to Bangkok which cost 815.76£ (airwaay Booking ID: AWB52517)and wait for 1 day to receive the e-ticket, after 1 day give them an email and receive a call from them agent name Dave Smith (which it was not helpful at all and his middle est accent was red flag) pretty sure not his real name, they said can not book my return flight and have to pay another 85£ (British pounds) to have my booking done, definitely not agree with that and ask Dave to cancel my flight and have my full refund, receive an email as well with the cancellation(lucky me). After all this process and waste of time they assure me in 28 days will receive my money back, after 28 days email them so many times but no replay from them , took the case to my bank and only then was something done, still don't receive my money back from them, and bank rise a case with visa against of this company. After this experience with Airwaay will never ever book with them because looks like they are scammers from middle east or india. Please avoid this company as all other reviews says about it.

The customer service was excellent.
Mr Floyd was very helpful.

This agent are rogues, robbers, thief. My husband bought a ticket online from them via cheap flights.com for a supposed virgin atlantic flight that is going to Nigeria. We did not get any etickets and neither have they refunded us our money. This is past 10 months now, I'm still chasing my money. I will report them to financial ombudsman.

Definitely avoid at all costs. I was sent to Airwaays website whilst booking a ticket. All transaction went smoothly. Got email that booking was getting processed but did not receive the ticket for 24 hrs. Contacted the company via phone, with no connection.
Sent emails and received a reply late in the day that I would receive ticket 15 days before the flight. I replied back to say that their own website says ticket will be processed and sent in 48hrs and booking is not valid until ticket is issued. No PNR sent despite asking via email (emails from someone called Donna).
Spoke to them via webchat and got connected to a few anonymous people, with one identifying himself as Ralph. Told that i would be called by Donna but all a lie. When I contacted them again about the supposed call, was told that they will email me. When I pressed, they said that they are processing a refund. Got an email from Donna about that as well but no being provided by any transaction ID or evidence for a refund. I have all evidence of emails and webchat email transcripts. Am pursuing a fraud claim with my bank and credit card company now. Shall also file a complaint as a fradulent/deceptive company with potential scammers.

UPDATE:

Date: 10 June 2025.

Have received a few emails from Customer Services of Airwaays by Miss Sarah Ingram. Sarah has indicated that a refund process has been initiated but has given a variable figure of 14 - 21 working days, with over all period of 4-6 weeks for a refund to show in the account which frankly sounds ridiculous. Sarah has assured that she will personally make sure the error is corrected swiftly and has been apologetic. Though I appreciate her comments, I still remain skeptical for obvious reasons and the similar issues others have faced.

I have spoken to my Bank, Credit card company and a few 'agencies' to highlight the issue. I have been assured by my Bank Advisor that he would make sure that I get my money back, hopefully with cooperation of Airwaays. However, I am keeping all my options open to make sure I get my money back. Airwaays has offered me some flight options which I am not pursuing and am only interested in a refund.
Interestingly, I made a booking of the flight with Booking.com and received the tickets within 20 mins of making the booking (only £15 dearer than Airwaays).
Rest assured, I will not be placid in this matter and shall keep everyone updated on the forum.

Floyd was very helpful in helping me find the best flight prices for when I wanted to travel

Leo has been absolutely fantastic . I have had lots of questions and he has emailed me back very quickly he has been a great help , and put my mind at rest .

This rating is purely for the customer service as I didn’t actually board a flight with them. A payment mistakenly went through and Mr Floyd Pearson sorted this out in record speed. He reversed the payment- I had to pay a small cancellation fee of £30 since the booking went through but his customer service and efficiency were amazing.

Floyd was professional and polite and provided clear information and instructions. Great communication too.

Very helpful staff such as Leo
Clear comms throughout

At the start of May, I booked my return flight with airwaay going from Zimbabwe to the UK. As it’s a long haul flight I like to have 2 cases and a hand luggage so I generally aim for Qatar or Emirates as they offer this as standard. As soon as I booked my flight with Airwaay to fly with Qatar, I got an email saying thanks and that I only had 1 big bag and a carry on but if I’d like I can add on another bag for £164. I went back and forth with emails of frustration and confusion but in the end Leo at Airwaay helped me, reassured me and even waved the extra baggage fee and my flight is now booked. If you have booked with Airwaay and have the time, persist until your flight is booked as you’ll get there.