Mijn Klacht:

Luggage Cancelled one day after booking, causes me extra costs €324!
Have ordered a flight from Europe to South America (AirEuropa and Amaszonas (AMS-LPB) with one piece of luggage for each passenger, which is canceled the day after I paid the flight. Now due to the cancellation, I have to order my baggage directly at the airplane companies, (YES, plural, have to pay both of them) which leads to €80,- extra costs per person (€324,- in total). I said I would prefer a refund because of the extra costs caused by Supersaver and the customer service told me I have NO RIGHT to receive a refund! Only could they cancel my flights, without giving me a cent!
After 6 days, waiting for an explanation, still haven’t got a solution from Gotogate or Supersaver. On the Dutch website, it is very hard to find the complaint form (have to search for ‘bericht’ in the topic that concerns you) everything has to be in English and when you call them, the calls are transferred to India, which for me is hard to understand and inconvenient when it comes to making complaints and ask for a refund, you want to be understood exactly and be able to understand them exactly!
When I called the Airplane Agency (AirEurope) about the baggage and the inconvenience Supersaver has caused me, they told me I could have ordered directly with them by telephone and they offered me two pieces of baggage for an economical price, because, although their website doesn’t allow to order online, they have made agreements with other Airplane Agencies, so they can offer their flights as well, WITH luggage!
Be aware of that situation, so now you know, you can always try to call the agency you want to book your flight with and often they CAN give you a FREE 24 Hour Option for a flight!
When I checked the terms and conditions of Supersaver on the website, it says you have to pay for everything you need to change by telephone…and charge really expensive rates. Other agencies do not apply these high rates and often you can cancel for free within the 3 day period, with a valid reason. So the conditions are really poor. Do not recommend booking with them and be aware of the extra costs it can cause you!

Gewenste Oplossing:

When the company pays the extra costs of my baggage or gives me a full refund, without charging me fees or extra costs.