Examples of cases

Two tickets, one flight

The Czech consumer tried to book a flight on the route Prague-Hamburg through a popular Polish intermediary platform. He received information that the booking was unsuccessful due to a problem with making a payment. The consumer tried to contact the company by phone to clarify the problem, but nobody answered the phone. He needed a ticket for the next day, therefore, he used a different platform. At the airport he was informed that he has two reservations.

He decided to use a second ticket, purchased without a problem. After a short time, the consumer received an invoice from the entrepreneur running the site on which he failed to make a reservation, and his card was charged CZK 1966,45 (PLN 323.48). He filed a written complaint demanding reimbursement of the costs which had been rejected. The Polish entrepreneur stated that their website could not have made a mistake, and the passenger at the airport used the ticket he purchased.

The disappointed consumer contacted ECC-Net. Thanks to the cooperation between ECC Czech Republic and ECC Poland, which has taken the conversation with the entrepreneur, the consumer received a full refund.

· 23 May 2018 · 14:09