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The cancellation of flights due to quarantine and the influx of dissatisfied people is the real reason why communications and the return of tickets stagnate, or is it just a pretext to deceive customers?
Not one tickets.lt customers say they do not receive money for missed trips, although airlines have returned the necessary sums to this intermediary for some time, according to customers.
The coronavirus has caused great problems for the state, companies and the population. One group of victims are travelers who have not yet received a refund for canceled flights.
It is not difficult to understand that this happened due to loss of income and costs of staff salaries, various taxes were kept. However, the victims are outraged as they try to hide and ignore their letters and calls.
“We waited a long time and we were silent, but there was no more patience. We are in complete despair and uncertainty. Our money for tickets is somewhere in the air or in someone’s account. We want answers from these scammers. I think we are not alone, “Brigita, one of the airline ticket distributors, emotionally described the situation to Kauno Diena. tickets.lt customers.
He bought travel tickets to the United States in the spring. For this he chose the aforementioned tickets.ltdetected by search engines. “At first glance the website seems reliable, everything is in Lithuanian, the price of the flight is adequate and similar to others, the dates are appropriate, the reviews seem to be there, everything is fine, we bought. But then the fun started.” said the woman.
According to customers, the airlines transferred money to the ticket distributor for the missed flights, but tickets.lt is in no rush to pay. (Photo from Internet)
He claimed he had bought tickets for the Vilnius to Boston flight with a transfer to Frankfurt on March 11, before the quarantine and mass cancellation of flights. He chose the second half of August for the trip. When the quarantine began, it was expected that by the summer everything would calm down. In July, he decided to contact tickets.lt, but as he himself said, “it was and still is absolutely impossible.”
We waited a long time and were silent, but there was no more patience. We are in complete despair and ignorance. Our money for tickets is somewhere in the air or on someone’s bill.
Unable to contact
“When I call the customer service center in Lithuania, the answering machine answers in English and tells me to choose Russian. I get angry, because I already see that something is not here, but hey, I try more, because I just need to contact someone. But nobody answers the phone. We almost called “There are no results and nobody answers. We wrote letters to all possible email addresses, made inquiries through your website about ticket / refund. But empty “, the interlocutor was surprised.
It is true that once a month you receive emails containing general information saying that “high traffic makes it impossible to reply to all emails”. It is also said that there are ongoing contacts with the airlines and that passenger letters will be answered shortly. You have also received an automated email that your refund request is being processed. Then he breathed a little easier; there was still hope that something would move, but not for long. Until now, no dialogue or information.
“The operator Lufthansa has announced that our flight has been canceled and will not be operated, and tickets.lt Wish us a good flight and don’t even inform you that the flight is canceled! I got some seemingly personalized automated emails, but nothing really specific. I didn’t even get a letter that at least mentioned that yes, his flight was canceled or whatever. On the day of the flight I receive an SMS with the wish for a pleasant flight, travel numbers, schedules and everything else, ”the woman resented.
He paid € 1,118 for round-trip tickets with luggage and other taxes. He has not yet contacted the authorities for help in recovering the money. “Somehow we hoped everything would work out,” said the reader.
It costs 3 thousand. euros
Dovilė has been biting the fly until now. He had to fly the Port Vila-Singapore-Port Vila route with a family of four. “We have not recovered anything yet, although the airlines have sent documents justifying the transfer of money tickets.lt for our flights in early August. I doubt that something will happen in a peaceful way, because it is impossible to contact them, “Dovilė told Kauno Diena.
Hee for tickets.lt they bought tickets for 3,000. euros. To get the money back, the woman, she said, contacted the European Office for Consumer Rights. His complaint is still pending. “The deadlines there are very long, but everything has already been delivered,” Deauville said, adding that the Singapore airlines that were supposed to fly, for their part, have sorted it out and are helping him as much as they can.
Tickets.lt wants to contact them and now it still ensures that communication gets stuck only due to a large number of requests. (Personal file photo)
I tried to get home
Cornelia and her husband wait until tickets.lt It will refund more than 600 euros. “Nobody returned anything, not even to talk. I called and wrote letters. The rubber is tightening: wait, wait. The answer has come that I will not return the money, but I can choose a flight until the last day of December. This offer will not it satisfies us, “he added. woman.
The couple also worked in Norway tickets.lt flights booked home to Lithuania. The first flight, which was to take place on April 6, was canceled. That’s what he learned, as he said, from Airbaltic. Tickets.lt was silent, and two days after the canceled flight sent a letter that there would be no flight.
“As soon as I found out, I applied for a refund. I changed the date without receiving a response. I just called a hundred times. I changed to April 15. So what. I’m watching the Facebook news again, and there – Airbaltic has canceled flights until the 12th of May. tickets.lt “No news,” Cornelia said.
According to her, she paid more than 300 euros for the first tickets. I had to pay the same to redeem flight tickets, which did not happen either. He returned to Lithuania by bus and ferry.
“Sad for the news”
On March 17, when the quarantine took effect in Lithuania, tickets.lt Facebook posted a message that its “communication channels are congested” as massive airline cancellations have led to an increase in referrals.
Personal file photo
Two days later, he had already written that he was “particularly saddened by the news of the closure of the borders and the cancellation of flights”, but urged everyone to stay home. “Tickets.lt, like the entire TTN holding company, supports the global initiative and will stay home for as long as it takes to stop the spread of COVID-2019. To this day, almost all of our employees work from home. This will not affect the fulfillment of our obligations with the clients and will help to overcome the situation more quickly ”, he assured. tickets.lt.
Tickets.lt did not respond to written questions sent by “Kauno diena”.
17 people approached
Tickets.lt clients did not go to the police, but sought help from the State Service for the Protection of Consumer Rights (SCRPA).
The European Consumer Center, a division of the Office, has received 17 complaints from consumers about the intermediary’s activities, of which 7 have been resolved in favor of consumers, 2 have been resolved in favor of non-consumers and another 8 are currently pending. Most consumers claim non-refundable cancellations. Because the aforementioned intermediary is registered in Austria, consumer complaints are examined through the mediation of the European Consumer Center in Austria, ”the representatives of the center commented to Kauno Diena.
A comment posted by Natalia Jarmulkovich, Senior Advisor in SCRPA’s International and Public Relations Division, states that the airline is responsible for refunds in the event of cancellation.
“In this case tickets.lt acts as an intermediary, so if consumers request a refund from the intermediary for canceled flights, the intermediary must refund the money paid by consumers as soon as the airline reimburses the intermediary. If the airline does not make a refund to the intermediary or the consumer does not contact the intermediary, consumers can also request a refund directly from the airline for the canceled flight, “the center warned.
The European Consumer Center, a structural unit of the Office, has received 17 complaints from consumers about the activities of this intermediary.
In case consumers do not receive a refund from the intermediary and the airline confirms that the refund has been made to the intermediary, consumers have the right to request free assistance from the European Consumer Center in Lithuania (www.ecc.lt, tel. +370 5 265 0368, ep [email protected]), which handles complaints with a vendor / service provider based in other EU countries, Iceland, Norway and the UK.
“We note that when submitting an application to the European Consumer Center in Lithuania, it is important to provide accurate information and all necessary documents,” added the representatives of the center.
Ramūnas Matonis, Chief of the Communication Division of the Police Department, told Kauno Diena that complaints about tickets.lt it is not received, but if people request it, it will be investigated.
Photo by Andrius Aleksandravičius, internet, personal archive.
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