Mijn Klacht:

Please take note that undersigned is making this compliantclaim on behalf of your passenger Mrs Yunfang Chen Passenger as sponsor of the transportation to the airport and ticket.
Mrs. Yunfang Chen – Chinese national, arrived at Eindhoven Airport by taxi from Posterholt Limburg at 13.00 hrs. 26 March for the flight HV6653. She checked in at the Transavia counter and received a boarding card without gate number.
Passed security and went to the gate area around 13.24 hrs In the gate area she checked the monitors and gate 4 was indicated as the boarding gate she s by sms boarding time is 15.40 hrs at 13.45 she checks this with 3 ground staff personnel showing her boarding card. At 15.52 hrs she informs that there is a gate change she checks again with 2 ground staff showing her boarding card and is directed to at gate 11 or 12. She proceed to gate 11 – 12 ground staff here informs here it is not clear whether gate s 11 or 12 will be used for boarding and is told to wait. At 16.09 hrs she informs still no boarding by sms ground staff informed her – we will call you when boarding, just wait. At 16.54 hrs she informs that her flight left from another gate at 16.44 hrs. She contact ground staff but struggles with the English as she is stressed. Undersigned presently in Malaga talks to 3 ground staff personnel over Mrs Chen phone. On the end it becomes very clear they do not deploy any proper action bringing her to the help desk etc etc only return her luggage and tell her no flights and to go home.
We had to arrange a taxi back to Posterholt. Undersigned phoned with Transavia Amsterdam 18.36 hrs and passed the reference number and was informed that according to the system i.e. as explained by the help desk representative according the manifest of the flight Mrs Chen is on board to Malaga. Also the helpdesk representative is confused due the fact she is in Eindhoven airport, further got the message we can do nothing for you. You can only launch a complaint how to do that was unclear further to phone around 20.00 hrs perhaps the system is changing to no show. At 20.03 hrs undersigned again contacts Transavia Amsterdam other person on the line who is on the edge of rudeness. Reasoning after explaining the situation “the passenger should call” not me and we can do nothing good bye.
You may understand that the whole situation is totally unacceptable due to:
Eindhoven ground staff handling your flights directing Mrs Chen to wrong gate and tell to wait and never take action to direct her to the correct gate even when the boarding card is shown in multiple occasions. After it is concluded that the flight left, no assistance by the ground staff is rendered. He luggage is handed over and good bye.
Transavia Amsterdam claims she is on board according the manifest of the flight while she is in Eindhoven so the flight safety of Transavia is also doubtful because the system should have recorded a no show.
In respect of above we hold Transavia responsible for all the costs occurred due negligence of the ground staff to direct a passenger to the wrong gate in multiple occasions none follow up of the ground crew to assist Mrs Chen after missing the flight and being recorded on a the flight manifest while not on board. Near rude approach of a Transavia help desk representative who is not planned to assist in any form.
Not to mention the stress Mrs Chen had to go through due to above, which should had to be a pleasure flight.

Gewenste Oplossing:

In this respect we claim following costs:
Taxi Buggenum costs Posterholt Limburg to Eindhoven airport 80 euro (Invoice will follow)
Taxi Buggenum costs Eindhoven airport to Posterholt Limburg 80 euro (Invoice will follow)
Ticket Eindhoven Malaga 147 euro
Price difference between ticket 26 June and 29 June 14 euro booking O5H1VY TOTAL 164 EURO
Hotel and transportation Malaga could be cancelled 0 euro
Total claim 321 Euro