Eurowings system glich resulting in removal from flight

barneybeagle

Hi everyone,
I was booked on a flight from Berlin to Edinburgh a few months back with Eurowings.
The day before, I found that I could not check-in via the app.
On the day of the flight at the check-in desk, the lady confirmed that I was not on the flight.
I showed her my booking, which resulted in more digging on the computer and phone calls as I clearly should have been on this flight.
Due to the length of the queue behind me, she sent me off to the ticket desk upstairs.
At first, the lady told me that I was not on that flight and again I showed her my booking reference and details (I was definitely on that flight). More phone calls and computer digging.
At first she said I was only booked through to Cologne? However, she then printed me out tickets and I left for departures. She even confirmed that the tickets were all the way through to Edinburgh, including the Cologne flight changeover.
On trying to get through the final gate to board the flight, my friend went through OK (on a different booking reference if you were wondering) and mine was refused.
They were adamant that I was not booked on that flight and then I noticed that the tickets I had been given were for the following day? Why? It felt like they thought I was being awkward and the security fella even came over. I pleaded with the lady to read my email to show I was booked on that flight. Eventually she read it, then conferred with her assistant, which then resulted in more PC digging and phone calls. Eventually the boarding gate closed and the ladies apologised to me, as they could see my original booking was for that flight, but due to some glitch in the system I had been put on the following days flight with no notice of this and no reason given.
I then returned to the same lady at the Ticket query desk and I asked why she had given me tickets for the following day in which she did not answer, but told me to take a coffee as she was trying to get me back to the UK that day. I asked if I would fly to Glasgow. I told her preferably newcastle, but anywhere in the UK, would do, just to get home. When I returned, she told me that every flight was booked up (end of the Euro finals, resulting in everyone trying to get home) and my only option was the flight the following day. I asked if they would provide me with a hotel and food, etc and I was told it was not their policy and that I would have to pay for it all myself, keep my receipts and then claim it back through Eurowings. I flew back home the following day (they changed me to a BA flight direct to newcastle which was the only plus).
I sent in my complaint and request for compensation/reimbursement to Eurowings when I got home and received a reference number and confirmation that it would be dealt with. After several emails and also an email to their CEO, I am not receiving any responses. It has been 2.5 months since my complaint. Where do I go with this complaint now as I am out of pocket and the mix up/glitch was all theirs, nothing to do with me.

Appreciate any assistance.
Thank you
Kind regards
bb

Mark_d

OK. So due to a computer glitch, you were not booked from Berlin to Edinburgh - you were only booked through to Cologne. The lady upstairs then booked you on on a flight to Edinburgh the next day, and you had all this information on a printout.

The airline confirmed that they would cover the cost of hotel & food - you'd just need to pay and claim it back.  Your complaint/compensation claim has been registered with Eurowings and you have been provided with a reference number.

Were you given an expectation of resolution timescale, or a way to track the progress of your issue?  As it has only been 2.5 months I think you are making a lot of fuss with this.  Problems do occur and Eurowings did get you home and have agreed to cover reasonable expenses.

mdann52

I'm wondering, you had a booking reference, did you also have a ticket reference for the day?
It's not unknown (but rare) for a booking confirmation to be issued, but not ticketed, so you can't fly.

Normally this goes unnoticed by the traveller, and affects more complex multi-leg routes such as this.

barneybeagle

Thank you for the replies.

Mark_d
I was not given any timescale for resolution or any indication of how to track my issue.
As it is over 2.5 months now, how long in your experience is a reasonable time to wait? Apologies if you think I have been hasty, but I inadvertently thought things would move a bit quicker than currently 10 weeks with no more info from Eurowings.

mdann52
The booking reference was given when I made the booking. This was also shown on the app as well is in all my email confirmations.
The staff at the airport could not make sense out of any of it, as I was booked on the said flight, but the glitch screwed things up.

Any advice on my next step would be most appreciated, thank you.

Cheers
bb

eskbanker

If you're looking to escalate, Eurowings suggests various options:

You can submit your complaint directly to us via our contact form. If we are unable to resolve your concern to your satisfaction, you have the option of contacting one of the designated national enforcement bodies. You can find an overview of the competent national bodies here.

The European Commission operates a platform for online dispute resolution (ODR). This platform may be used to resolve complaints.

If your journey was for personal reasons and in the event of a dispute, you can additionally  appeal to the impartial cross-operator German Conciliation Body for Travel & Transport (Conciliation Body Travel & Transport , registered association) Fasanenstraße 81, 10623 Berlin, Germany:

• schlichtung-reise-und-verkehr.de

• Online complaint form

https://www.eurowings.com/content/eurowings/en/information/news-help/delays-cancellations-air-passenger-rights.html#schadensersatz

barneybeagle

eskbanker,

Thanks for the information mate, much appreciated. I will wait another 2 weeks, then escalate it further, as that is over 3 months since I first made the complaint. I personally feel three months is a reasonable time to wait.

Cheers
bb 

mdann52

barneybeagle said:

Thank you for the replies.

Mark_d
I was not given any timescale for resolution or any indication of how to track my issue.
As it is over 2.5 months now, how long in your experience is a reasonable time to wait? Apologies if you think I have been hasty, but I inadvertently thought things would move a bit quicker than currently 10 weeks with no more info from Eurowings.

mdann52
The booking reference was given when I made the booking. This was also shown on the app as well is in all my email confirmations.
The staff at the airport could not make sense out of any of it, as I was booked on the said flight, but the glitch screwed things up.

Any advice on my next step would be most appreciated, thank you.

Cheers
bb

A ticket number and a booking reference are two different things, and you can easily have one without the other. A ticket reference can be used across multiple carriers, a booking reference typically won't be. 

I'm not sure if eurowings follows legacy or "modern" ticketing practices, hence my suggestion

barneybeagle

Hi all,

Thanks for your comments.

To confirm, I have now received the compensation from Eurowings.
Standard comp for that distance was 250 euro, plus they reimbursed my accommodation and food costs. It took a while (approx. 3.5 months), but I finally got a result.

Do not give up if you have experienced similar problems.

Cheers
bb