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During the crown year, the Swedish Consumer Agency and the General Board of Complaints have received numerous reports against the company Svenska Resegruppen (Etraveli), which, among other things, operates the Supersavertravel travel site. Most of the cases concern customers experiencing gaps in information about trips canceled as a result of the corona pandemic.
Claes Norrlöf from Norrtälje is one of those who booked a trip through the travel site and has now reported the company to ARN.
It was in the spring that Claes Norrlöf and his wife were going to Tromsö in Norway, a trip they booked through Supersavertravel. But like most others, his trip was canceled as a result of the corona pandemic. Claes Norrlöf had two alternatives. Or you could choose a voucher, with the same amount as your trip, or you could go directly to the airline (SAS) for information.
– I chose to take a voucher, so I did not understand that I had the right to get the money back, it was not said in the message, says Claes Norrlöf.
When Claes Norrlöf would wear last fall your voucher to book a new trip, paid the difference for the new trip, as well as an extra cost for the addition of a suitcase. The day after completing and paying for the reservation, he received an email from Supersavertravel with information that he needed to pay an additional 2,000 SEK if he wanted to keep his reservation.
– When I called customer service, I had to talk to two different people, I got some vague answers, but no one could answer why I would pay an additional amount, says Claes Norrlöf.
After the incident, Supersavertravel did not return to Claes Norrlöf to report why the additional sum was added.
Photo: Jonas Lindkvist
When it was not clear why the supplement was added, he decided not to pay. As a result, his reservation disappeared.
Claes Norrlöf feels that the company has really collapsed in handling his case and that the information and communication of the company has not worked. You have now reported the matter to ARN.
– I told them I would never book a trip through them again, but they didn’t seem to mind, he says.
When DN contacts the Swedish Travel Group is the response that the event was due to an error in the systems. Claes Norrlöf has not received this information.
“Unfortunately, we got a price for a full booking class, which meant there were no places left at the price we showed first,” writes Swedish Travel Group communications manager Claes Tellman in an email to DN.
He continues.
– Even if the handling of the coupons where you want to rebook and add more parts is new, we should have been able to inform about it. We apologize for this.
According to Claes Tellman, the Swedish Travel Group, like most other travel companies, suffered major problems when Covid-19 hit this spring.
– Everyone in our company who can work with reservations now does it and everyone works as much as they can, up to seven days a week, even at night and on weekends, he writes.
Claes Tellman believes the company fully understands that customers are frustrated with the situation.
– Our humble hope is that over time we will have the opportunity to demonstrate to dissatisfied customers that our business is performing as expected and that we can regain their trust, writes Claes Tellman in the email.
Read more: Swedish Consumer Agency: travel agencies lack communication
Read more: Many still do not have a refund for canceled flights
