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I am writing to formally lodge a complaint following an extremely distressing incident that occurred during my recent travel experience. I had purchased a flight through eDreams for a journey from Manchester to Bali, with a layover in Amsterdam & Doha.
Unfortunately, due to circumstances beyond my control, I was unable to catch the connecting flight, resulting in considerable financial and emotional losses.
eDreams should not have sold a flight that only allowed a 30 min window to disembark, retrieve luggage, clear customs, and reach the new airline (Qatar) desk for check-in.
Here are the details of the incident:
Flight Date: August 17th, 2023
Departure Airport: Manchester Airport (MAN)
Transit Airport: Amsterdam Schiphol Airport (AMS)
Final Destination: Bali
Booking Reference: [protected]
Passenger Name: Emily Dunlop
Contact Information: emily.j.[protected]@gmail.com
Description of Events:
I boarded the first flight from Manchester to Amsterdam on time. However, the flight departed with a 10-minute delay, which was unexpected.
Upon my arrival in Amsterdam, I faced an incredibly tight connection. The original itinerary allowed me only 30 minutes to disembark, retrieve my luggage, clear customs, and reach the Qatar desk for check-in.
Despite my best efforts, I found it impossible to complete all the necessary tasks within such a limited timeframe. As a result, I was unable to check in for the connecting flight, and the airline did not allow me to board.
eDreams claim they made it clear there would be a 1 hour 30 stop over. What they DO NOT account for is that an airline requires you to check in minimum 1-hour before a flight leaves, therefore 1 hour 30 is void.
The situation was extremely stressful, and I was left to navigate the situation on my own without any assistance from airport staff. Despite having booked the Connection Assistance Guarantee, I received no help in ensuring a smooth transition.
I contacted eDreams seeking assistance, but their response was disheartening. They placed blame on me for the missed connection and failed to provide the support I had expected.
With no viable alternative, I had no choice but to make a new flight booking at a cost of £3980 to reach my intended destination, Bali.
To further compound the situation, my luggage did not make it onto the new flight, and it remains missing at the time of this claim.
The circumstances surrounding this incident were beyond my control, and I suffered significant financial expenses, emotional distress, and inconvenience as a result. I believe eDreams should not have under any circumstances sold that flight as it was impossible to make the connection.
I understand that there may be a specific protocol to follow when initiating a claim, and I am ready to provide any additional information or documentation as required.
Desired outcome: Full refund of the flight
