Mijn Klacht:

On Saturday the 29th of June, I booked a flight from Barcelona to Amsterdam for the 11th of July and a return flight to Barcelona on the 15th of July with Vueling. Because of iDeal, my booking got cancelled. I called the Vueling operator at the customer service and he told me that within 24 hours, I would receive an e-mail where I could do the payment again and the booking. If that was not the case, your employee told me that I had to check myself about the status of my booking. I specifically asked if the price remained the same, if I had to re-do the booking and if I could still apply the discount code that I applied on the 29th of June. The agent guaranteed me that the price would remain the same and that the discount would still be applicable.

The next day, no e-mail was received and I had to check the status of my booking myself. Since I never had any ation e-mail received, I had no booking code. I called the Customer Service again and they told me that the booking had been completely cancelled and that I had to book a new flight. I checked the prices and it is 10 euro’s more expensive than Saturday the discount code I used was not applicable anymore! The colleague told me that the ‘department of discounts’ was not working on Sunday and that I had to call again on Monday.

So, today is Monday and I just got of the phone with one of the Customer Service agents who basically told me there is no such thing as a ‘department of discounts’, that I basically have to buy a new (more expensive flight) and that the discount code is gone..

I hope you understand that this is not the kind of service I can accept. Because of an error on Vueling’s website, I have now a more expensive flight and a discount code I cannot use anymore!! I have to book the more expensive flight, because I have to be in Amsterdam on the 11th, but I truly hope you can at least pay back the difference in fare price and the discount that went missing after Saturday!

Gewenste Oplossing:

Ik ben tevreden wanneer ik het tariefverschil terugkrijg (10 euro) de 20 euro korting die mij ontnomen is en op z'n minst een keer goede service van Vueling.