Hi all,
Last week I showed up to Athens airport to check in for my flight back to Melbourne via Singapore with Scoot Airlines. I originally booked the return flights to Athens from Melbourne in June 2018. At check in I was informed that Scoot had changed my flight months back (July 2018) and they said they had been emailing the email address provided by Bravofly (which was a fake email address and nothing like the email address I provided with my booking).
When I questioned Bravofly they said they never give their customers contact details to the airlines, and then proceeded to try and claim that they had sent me one email informing me of the change in July and then when I didn’t respond they assumed the proposed date change was fine. I am certain that Bravofly didn’t email me. The only email I had from them was the confirmation from the original booking and they refused to forward the email that they claimed they sent me in July.
My husband and I were refused entry and Scoot asked us to pay full costs because their view is that We forfeited our flights even though We were at the airport ready to leave at the time I originally booked. It’s also worth noting the plane from our original booking was still flying, and Scoot couldn’t explain why they had removed us from our original booking. While we were trying to sort it out the flight closed and at this point scoot informed us that their next flight was in over 48 hours, and we’d have to pay full costs anyway.
Everything considered we decided to just book the cheapest flight home and deal with the losses later.
I would like to know which Authority/Body I need to contact to lodge the complaint to get this money back. We spent $2500 to get home, in addition to the original flight cost loss for the flight we were refused. I live in Victoria, I’m an Aus and UK citizen, the incident occurred in Athens, and I believe the travel agent is based in Switzerland however it was an AU site when I booked. Basically it’s the travel agent I need to go after. Scoot were in bad form moving us to a flight three days different, but Bravofly are the ones that did not contact us to tell us we were removed from an empty plane months ago.
Travel insurance?