I would like to inform you of my deep disappointment regarding a very unpleasant incident that occurred when changing an airline ticket.On May 2021 I booked a flight from Lyon (France) to Faro (Portugal) for two people, departure July 5th. The price I paid for the two tickets is 438€ (reservation ID BB787D)
Because of Covid19 restrictions set up lately in the Algarve region (Southern Portugal) we decided to change our destination. We changed then both the route and the dates of our ticket. The price of the new flight was 210€ less than the original reservation (See the attached file). I asked whether I could be refunded of the difference and I was replied that the difference between the price I paid for the first flight and the new one is non-refundable, not even by vouchers or other means. I find this policy unfair towards your customers! The company has illegally pocketed a sum of money. I hence firmly ask to have my money back (210€) as soon as possible. What can I do?
We do understand your disagreement. The thing is that you have changed your tickets on your own. The point is that it is not the airline company who decided to cancel the flight. In fact, the rules are not the same if you cancel the flight or if the company does. Unfortunately, you do not tell us which company you are talking about. Therefore, we are unable to check on the company Terms and Conditions. Also, according to the Terms and Conditions plane tickets can or cannot be refunded or exchanged. However, due to the Covid 19, we think that the company should have offered a voucher because your second flight was 210€ less than your original reservation.
If you have no answers from the company, do not hesitate to get in touch with the European consumer Organization EEC which gives help and advice for consumers in EU. But first of all, you have to send a claim to the airline company. If your claim is rejected or without answer, you can file a complaint online (right here). You can also write to EEC France c/o Centre Européen de la Consommation Bahnhofsplatz 3 77694 Kehl Allemagne.