Booked tickets via tix.nl (corendon flights) but flight information was wrong

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luchtzak
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Booked tickets via tix.nl (corendon flights) but flight information was wrong

Post by luchtzak »

A colleague of mine booked return tickets for him and his family between Cologne and Tenerife.

The confirmation mail of tix.nl clearly indicated that return flight XR1057 would depart at 18:00 local time.

Arriving at the airport, the flight already left (departure 15:45 local time). Nobody every told him about the flight change.

They were forced to book Ryanair tickets the next day from Tenerife to Frankfurt (€949,69) and take an ICE-train to Cologne (€141). The extra hotel night stay was also an additional cost.

He already send an e-mail to Corendon and to Tix.nl

Other tips and tricks to see his money back ?

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sn26567
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Re: Booked tickets via tix.nl (corendon flights) but flight information was wrong

Post by sn26567 »

Was he the only one to be late at the airport? A claim has more weight if many people are in the same situation.
André
ex Sabena #26567

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luchtzak
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Re: Booked tickets via tix.nl (corendon flights) but flight information was wrong

Post by luchtzak »

sn26567 wrote: 06 Sep 2021, 00:06 Was he the only one to be late at the airport? A claim has more weight if many people are in the same situation.
I will ask :-D

Lux_avi
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Re: Booked tickets via tix.nl (corendon flights) but flight information was wrong

Post by Lux_avi »

I'm afraid he's not going to see any money back...

From tix.nl;
Vliegtickets: controleer uw actuele reisschema voor vertrek
7.1 Het kan voorkomen dat de luchtvaartmaatschappij een wijziging aanbrengt in uw reisschema. De luchtvaartmaatschappij is hiertoe gerechtigd om dit op ieder moment te doen, maar dient u wel van een alternatief te voorzien. Uit serviceoogpunt zullen wij deze schemawijzigingen zo spoedig mogelijk naar het door u opgegeven e-mailadres sturen. Wij zijn niet aansprakelijk als deze e-mails u, om welke reden dan ook, niet of niet tijdig bereiken.
7.2 Daarom bent u er zelf verantwoordelijk voor dat u in ieder geval 2 dagen voor vertrek van elke vlucht uw actuele reisschema raadpleegt op de website van de (uitvoerende) luchtvaartmaatschappij, daar de informatievoorziening u niet (tijdig) mocht bereiken
Quick summary in English; you're responsible to check your flight details by yourself 2 days before departure.
I guess this is even more obvious when you book a flight through a "broker" like this :? (I would be even more careful about my booking/flight status through such a platform than directly through the airline IMHO).

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luchtzak
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Re: Booked tickets via tix.nl (corendon flights) but flight information was wrong

Post by luchtzak »

Ah, the little letterkes from the contract .....

Awaiting their reply ...

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Re: Booked tickets via tix.nl (corendon flights) but flight information was wrong

Post by Passenger »

Lux_avi wrote: 06 Sep 2021, 09:58 I'm afraid he's not going to see any money back...

From tix.nl;
Vliegtickets: controleer uw actuele reisschema voor vertrek
7.1 Het kan voorkomen dat de luchtvaartmaatschappij een wijziging aanbrengt in uw reisschema. De luchtvaartmaatschappij is hiertoe gerechtigd om dit op ieder moment te doen, maar dient u wel van een alternatief te voorzien. Uit serviceoogpunt zullen wij deze schemawijzigingen zo spoedig mogelijk naar het door u opgegeven e-mailadres sturen. Wij zijn niet aansprakelijk als deze e-mails u, om welke reden dan ook, niet of niet tijdig bereiken.
7.2 Daarom bent u er zelf verantwoordelijk voor dat u in ieder geval 2 dagen voor vertrek van elke vlucht uw actuele reisschema raadpleegt op de website van de (uitvoerende) luchtvaartmaatschappij, daar de informatievoorziening u niet (tijdig) mocht bereiken
Quick summary in English; you're responsible to check your flight details by yourself 2 days before departure.
I guess this is even more obvious when you book a flight through a "broker" like this :? (I would be even more careful about my booking/flight status through such a platform than directly through the airline IMHO).
Air tickets and flight execution are settled by European Regulation 261/2004 (sometimes called EU-Rule 261/2004).

1. It is the obligation from the airline to ensure that the passengers are informed abour schedule changes. It is not the responsability of passengers to check if their flight has been changed, even not when the airline or an intermediate tells them they have to do so (see 2.). So passengers must check their sms messages, their voicemail and/or their emails. That's all. This obligation is in 261/2004 remark (7): ...(7)In order to ensure the effective application of this Regulation, the obligations that it creates should rest with the operating air carrier who performs or intends to perform a flight, whether with owned aircraft, under dry or wet lease, or on any other basis...

2. In Article 15, EU-Rule 261/2004 forbits that airlines limit or cancel their obligations via their sales conditions. An intermediate like Tix.nl is even less entitled to do so. See:
15. Exclusion of waiver.
1. Obligations vis-à-vis passengers pursuant to this Regulation may not be limited or waived, notably by a derogation or restrictive clause in the contract of carriage.
2. If, nevertheless, such a derogation or restrictive clause is applied in respect of a passenger, or if the passenger is not correctly informed of his rights and for that reason has accepted compensation which is inferior to that provided for in this Regulation, the passenger shall still be entitled to take the necessary proceedings before the competent courts or bodies in order to obtain additional compensation.


3. Thus...

The passengers should re-contact both Tix.nl and Corendon Airlines, refer to Article 15 which states that "de kleine lettertjes / the small prints" from Tix.nl are illegal. And they must ask when and how, as per remark (7) from EU-Rule 261/2004, they (the passengers) have been advised about the schedule change. If Corendon.nl states they have advised Tix.nl about the schudule change, and knowing what Tix.nl already said, the passengers should repeat to both that EU-Rule 261/2004 forbits clauses, limiting the airlines' obligations. When Corendon accepts the sale of tickets via in-between parties, Corendon hold the risk for errors that the in-between makes.

Given the large amount of costs, passengers better prepare for another two or three rejections. But finally, the airline will have to settle.

When the passengers have a judicial personal insurance (rechtsbijstand), they can prepare a file with all relevant information in it, and then ask this legal firm to intervene. Sometimes the notification that a legal firm will intervene, is the final motivation for airlines to settle...

If the passengers don't have a personal insurance, they can ask the "National Enforcement Body" for 261/2004 to intervene. This intervention is free of charge, but it's important the all relevant information is given to this public service. Thus a clear statement "...we have not been informed about the schedule change: not via sms, not via voicemail, not via email..."

EU-Rule 261/2004 (NL):
https://eur-lex.europa.eu/legal-content ... 61&from=NL

National Enforcement bodies:
https://ec.europa.eu/transport/themes/passengers/neb_en

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luchtzak
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Re: Booked tickets via tix.nl (corendon flights) but flight information was wrong

Post by luchtzak »

Owkee, thx for the information. This is the first mail he sent to tix.nl and corendon:
Geachte,

Via website tix.nl bookte ik een return ticket tussen Keulen en Tenerife, bij het bekijken van de tickets bleek ik met Corendon te vliegen.

De terugvlucht XR 1057 werd aangekondigd om te vertrekken uit Tenerife om 1800 lokale tijd (zie bijlage officiële mail tix.nl).

Bij aankomst in de luchthaven bleek onze vlucht reeds vertrokken om 1545 lokale tijd. Wij zijn nooit op de hoogte gebracht van deze vluchtwijziging.

Wij hebben dan een ander ticket moeten boeken om de dag erna via Frankfurt te vliegen en om dan een aansluitende sneltrein te nemen naar Keulen,

ik zou de meerprijs willen verhalen op de verantwoordelijke van de fout.

De vliegtuigtickets kostte ons €949,69, het treinticket €141 en de extra hotelovernachting (nog te bevragen).

Met vriendelijke groeten,

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cathay belgium
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Re: Booked tickets via tix.nl (corendon flights) but flight information was wrong

Post by cathay belgium »

Hi,

Keep us informed in the future..
Curious or -when- if -how they got refunded their costs, how long it will take and which are thé reasons they will receive why they don't get any... ( Yet :) )

CXB
New types flown 2021 .. //

Lux_avi
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Re: Booked tickets via tix.nl (corendon flights) but flight information was wrong

Post by Lux_avi »

cathay belgium wrote: 06 Sep 2021, 19:28 Hi,

Keep us informed in the future..
Curious or -when- if -how they got refunded their costs, how long it will take and which are thé reasons they will receive why they don't get any... ( Yet :) )

CXB
Same here. Interested in knowing the results...

My idea is;

Tix.nl is not going to reply, or is going to refuse any refund.
Corendon is going to say tix.nl is responsible.
Those pax will not see any money back, unless they go through lawyers which will cost more money than their tickets

Lesson to learn from all this; don't book through cheap looking platforms like tix.nl and ALWAYS check the status of your flight (surprising it was not done, especially from a cabin crew working in the industry...).

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luchtzak
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Re: Booked tickets via tix.nl (corendon flights) but flight information was wrong

Post by luchtzak »

Lux_avi wrote: 06 Sep 2021, 21:20 Lesson to learn from all this; don't book through cheap looking platforms like tix.nl and ALWAYS check the status of your flight (surprising it was not done, especially from a cabin crew working in the industry...).
I am also a trained fire fighter, hence it was a colleague fire fighter who had the problem.

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Re: Booked tickets via tix.nl (corendon flights) but flight information was wrong

Post by Passenger »

Another proof that legislation EU-261/2004 cannot be waived just like that:

The Dutch inspection authority for transport is going to penalize airlines that refuse to reimburse passengers from the bankrupt travel agency D-Reizen. For covid-19 cancellations, some airlines had already reimbursed D-Reizen. But when D-Reizen failed to transfer that money onto the passengers, the airlines now had to reimburse again. Thus double loss for the airline.

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luchtzak
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Re: Booked tickets via tix.nl (corendon flights) but flight information was wrong

Post by luchtzak »

Update: he paid €6 extra in order that tix.nl warns him of a flight change.

Corendon mailed that they would reply in 8 weeks.

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