Our consumer – Kamila received information about the change of the flight date from the German airline. She was informed of three options: to cancel the trip and receive a refund, to rebook the ticket for another day or to stay with the airline’s proposal.. However, the mobile version of the message did not show clealy that she had only 14 days to do so. The text was written in black font on a navy blue background.
Being sure she had a lot of time (the trip was supposed to take place in a few months), Kamila contacted the airline to reschedule a few weeks before the original date. The carrier refused to change the date, arguing that it was too late.
Thanks to the help of the Polish and German ECC, she received a full refund for the booking.