Booked a flight on Christmas eve and I thought the service was well (especially since they were working near a holiday). If you are someone who isn't demanding and you are looking for cheap tickets then this is it. Yes, you pay for things that would be complimentary on other flights. If you want all the nice perks of other airlines, then book with a different one. This airline is great for someone who just wants to fly. Also, there is a difference between a personal bag (purse, computer bag, back pack. It has to fit under the seat in front of you) and a carry on. Personal bag is free and carry on you pay for. Don't try to pull off a duffel bag like it's a personal bag and get upset at the workers 1) a duffel bag is too big and 2) the workers don't make the rules.