Thank you for your email to Executive Support.
I am sorry to have read about the incident that occurred at Alencante airport.
Regarding your comments on the services provided by Alecante. Airport, yes, we certainly need to know about this. We are aware that the service we receive in some airports falls short of the level we achieve in the majority of airports. We are working hard with all our service providers and agents to bring our level of service across the board into alignment and up to the bar we have set, to the point where the sort of disparity you are experiencing is exceptional rather than the norm.
I have escalated your query to Alecante airport regarding the incident to have better understanding as to why you were not allowed to travel as the booking only confirms that it was due to Covid requirements.
Your comments regarding the member of staff has been escalated as well and will be dealt with internally.
Your case number for this query is, 105273171
I apologise for any inconvenience caused and hope to be in contact with you soon.
This email was sent to me on 6th May and i havent heard anything since. Can i take this matter further ? Can i claim back my outgoing flight cost £255.00, Covid tests £285.00 and return flight £55.00. ??? thanks in advance. Barry Hewitt
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