Fees for no service


Hieronder vindt u de ervaring van Abdullah met reisorganisatie Vliegwinkel.nl. Deze is ingevoerd op 19-06-2022 en gaat over de vakantie naar Nederland in juni 2022.

 
door

1,0
Fees for no service
in Nederland, juni 2022

    Totaal:
  • 1
  • Boekingsproces:
  • 1
  • Klantenservice:
  • 1

  • Extra kosten:
  • 1
  • Prijs:
  • 1

After booking tickets with Vliegwinkel.nl, I realized that I needed to postpone the return ticket due to family considerations. Therefore, I contacted the customer service of vliegwinkel.nl via their website to request the change of the return ticket. The customer service representative of vliegwinkel.nl informed me that he/she will share a link via email through which I need to make a payment to complete the change. The cost of the change according to the email was 277 €. Upon receiving the link at 15:39, I immediately made the payment and hence completing the payment well before the deadline of the payment, which was on the same day at 23:45. According to this assumed change, I made family-related and critical work-related commitments.

On the day of return, roughly 12 hours before the flight, I logged into my vliegwinkel.nl account to download the e-tickets of my flight. The tickets weren’t there. I can’t find the words to describe the panic and stress this created for me and my family as this would have led to a chain of extremely undesired consequences.

I contacted vliegwinkel.nl via their website again to ask about the tickets. The customer support representative who replied said that he will fix it within 3-4 minutes and asked me to ‘rest assured’. After about 20 minutes of waiting, he came back with the horrendous news that they didn’t make the change to the tickets in spite of receiving the payment. The representative also confirmed that they received the payment.

Staggeringly enough the representatives offered no solution, but to make a new change request and again pay their administrative fees plus the fare difference despite that it’s their fault that they didn’t change the flight. They didn’t even inform me that they didn’t change the ticket and left it as an extremely unpleasant surprise for me to figure out on the day of the flight. For the ticket chosen earlier, the additional fees amounted to new 604 € aside from the 277 € of the first change for which I absolutely received NO service in return.

The uncooperative attitude of the customer support representatives forced me into a helpless de facto situation, where I had to pay to avoid the consequences of not making it to the Netherlands on time.

As if that was not enough lack of professionalism, the new tickets issued had no baggage included in the e-ticket pdf received by email. I got back to the representative who claimed that it’s a glitch in the system and that I should ‘rest assured’ that it will be included. By that time, I had zero trust in their ‘rest assured’. To conclude this in the worst possible way, the representative decided to end the conversation without my consent or proving for me that it’s actually included, calling me/the change request a heavy load on support.
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Ingevoerd op 19-06-2022



Algemene informatie
Totaal: 1,1
Boekingsproces: 3,3
Klantenservice: 1,1
Extra kosten: 1,8
Prijs: 1,0
Aangesloten bij:
ANVR SGR Thuiswinkel Camaliteitenfonds

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