Recently I booked a flight for my partner from Sao Paulo (Brazil) to Casablanca (Morocco), via Porto and Lisbon (Portugal). My partner got his passport stolen in Brazil and as he\\\’s Moroccan he arranged a laissez-passez with the Moroccan embassy in Brazil to fly back to his country and arrange a new passport there. Prior to booking with Travelgenio I contacted your customer service desk by phone to discuss this situation, and they confirmed this was possible and I could book the flight I had in mind.
So I did. Via my credit card but with my partner as a passenger, clearly stating he\’s from Morocco as that\’s a part of the necessary information to book a flight in the first place.
At the airport he got denied check-in. Apparently Porto doesn\’t have a transit zone, and as he only has a laissez-passez and not a European but a Moroccan nationality he wasn\’t allowed to go to Porto. The TAP Airline manager on duty confirmed this is the mistake of the booking agency, Travelgenio in this case, as they should have blocked the possibility to book this flight for a Moroccan passenger or denied payment. Especially as I got the verbal confirmation from one of your employees.
We lost EUR 1133,90 plus the extra costs we had to make for instant accommodation in Sao Paulo and the price raise of having to book another flight a.s.a.p. Also, he will lose the opportunity to celebrate Christmas with his loved ones and all (pre-paid) plans had to be canceled.
I expect a compensation of the costs made with Travelgenio, EUR 1133,90, as we were talked into buying a ticket we couldn\’t use.