Maxjet - a very confused airline. While customer service on the ground is frankly diabolical, onboard service-wise they are faultless.

However, I have never experienced such an upsetting experience with any airline before in my life, even as a regualar traveller. Due to fog in London days before and their very small fleet (of like 2 operating aircraft) we experienced a delay caused by a knock on affect of weather delays days before. During the day of departure I spoke to Maxjet 5 times. Firstly, they called me to say that the flight was delayed three hours (to 23.00). That was fine. I was then called ten minutes later to be told it was now 01.15am. that was still OK. They said go to the airport at 8pm. So we did. When we arrived, staff said we shouldn't have come because the flight was supposed to depart at 6am. They refused to compensate, hotel or transfer us onto another airline. We were made to pay for a hotel and wait. Overdrafting on the bank card was not my preference, but I was left with no choice. It was not that they were unable to help; they were unwilling to help.

The plane eventually left at 7.30am next day. Flight was good - onboard service outstanding, although aircraft are old and dilapidated.

Having experienced similar problems with Maxjet before, and customer care team to be unresponsive and unhelpful, I have no wish to fly them again, and be put through stress levels and be emotionally weakened as I am when travelling with Maxjet.

Comfort marks: 5/5 for on the plane; 0/5 for mentally on the ground. The same applies for Service marks.

Overall a very bad experience.