Mijn Klacht:

Madame Paula Brandão
Marketing e Comunicação | Relacionamento com o Cliente
Air Portugal
Lisbon-Portugal

Date : 23rd of November 2018
Reference : TAP-Ghana0012018

Dear Madame Paula Brandão,

With reference to various emails during the last week and our phone call concerning the problems that my daughter in law Mrs Wihbwembom Cecilia Chambom had at the airport in Accra on Friday night the 26th of October 2018 (TAP flight (Booking – LYPH46) from Accra to Amsterdam, I hereby send you my official claim plus the audit, which has been executed on the payments, on the communications and on the way TAP has obliged Mrs Cecilia Chambom to buy a complete new ticket to Amsterdam.

Analyses:
I had booked myself the ticket and paid the total cost through my Credit Card. A copy of my bank statement is showing the payment on the 4th of October 2018.

Received communications (see copies):
 Time of Reservation: 3 October 2018, 21.32 GMT
 Payment of USD 514.66 (EUR 452,32) in Progress: 3 October 2018, 22.36 GMT
 Electronic Ticket plus Passenger Itinerary Receipt: 3 October 2018, 22.37 GMT, showing that payment has been effected and ticket issued. It should be quite clear that on this email no restriction was shown regarding the email at 22.36 GMT.
 Commercial email from TAP on the 3 October 2018, 22.37 GMT in order to make the booked trip more pleasant. It should again clear that on this email no restriction was shown regarding the email on the 3 October 2018 at 22.36 GMT.
 Reminder of the booking on the 19th of October 2018, 08.34 GMT, with advice to check-in through flytap.com or App. No further important information, whatsoever.

It should be clear that with the email receipt on the 23rd of October 2018; 22.37 GMT regarding the Electronic Ticket, TAP had the obligation to receive Mrs Wihbwembom Cecilia Chambom on Board for the flight from Accra to Amsterdam dated the 26th of October 2018. With this ation and payment proof there was no obligation that a payment validation was required. So I believed everything was okay for her travel to Amsterdam. TAP sold me a flight ticket and I fully complied immediately with all the conditions by paying through my Credit Card, which was readily accepted.

For your information I bought for Mrs Wihbwembom Cecilia Chambom also two other tickets with same procedure; Asky Airlines and Royal Air Maroc. Both companies did have any obstruction before departure. Also I spoke with the Ghana Airport Authorities, which are totally condemning the way TAP is handling un experienced travelers with fully ed E-tickets.

Claim
The time analyses made the audit clear that the ticket was fully issued and payment accepted on the 3rd of October 2018 at 22.37 GMT. There was no argument for TAP to block Mrs Wihbwembom Cecilia Chambom to board on the flight to Amsterdam. She had a valid ticket and payment was executed.

 Tap obliged her to buy a new ticket FOR NO reasons with
total cost of CHS 5.729 EUR 1.045.25
 Received par TAP through my bank in Cameroon (minus) EUR 435.25
 15 foreign telephone calls Netherlands, Cameroon, Ghana EUR 113.00
 Bouquet of flowers to compensate the harassments of Cecelia EUR 50,00
Total EUR 773.00

You are hereby requested to settle this amount as soon possible

Kind regards

Ben Zwinkels

The Netherlans:
Vincent van Goghlaan 28
3442 JD Woerden

Copy:
 Mr. Edwin Lawson, District Sales Manager
 The Netherlands Embassy in Ghana
 Portugal Consulate Ghana
 Airport Authority Accra-Ghana

Gewenste Oplossing:

Wanneer TAP ons weer het gestolen bedrag terug betaal.

Ben Zwinkels