Simon Isabelle review: Flight cancelling without proposition of voucher or refund

COMPLAINT: 2CWJNF

Case Number [protected]

Gentlemen,

Your response on 9 March 26 is completely unacceptable. You explain to have no responsabiltity in the cancelling but if you can't struggle against the weather , you are presumed to find a solution to your passengers to fly on another moment ... I can only imagine how you have been treating your customers since February 22. Every day, I struggle with you to find an employee who can give me a clear answer to a question. All your phone calls are recorded, and I have done the same on my end to ensure follow-up since February 22.

Several of your employees assured me that the refund was being processed based on a numbered key they gave me. In the midst of this chaos, I even asked for a voucher, and they themselves offered to request a refund because they had no flights before February 25!

On the evening when you canceled my flight for the second time, I tried to reach the call center all night long. The wait time was 177 minutes... Who stays awake for more than three hours in the middle of the night to get someone on the phone? Your service did not follow up and did not do what was necessary, which is why I had to do everything myself. One of your employees gave me a tracking number and explained that the file was being processed and that reimbursement would take an average of seven days. I repeat, I am not expecting a refund and it is not a question of money but of principle, of receiving at least a voucher to fly later.

I am very serious about taking legal action to expose your incompetence in customer service. You provide a phone number in Belgium, and fortunately I speak English, but none of your employees are able to speak French or give a clear and accurate answer, which is unacceptable when calling a phone number in Belgium.

You can hide behind a law in a rather dishonest way, but these are circumstances that need to be analyzed, and you should not take advantage of an exceptional circumstance to avoid offering your customers an alternative solution. I am dismayed by your intellectually dishonest practices.
I am not necessarily demanding a refund, but I expect at least a voucher so that I can go at another time.

I had to take steps myself to try to get a refund. You have provided no service and no follow-up over the last two weeks, regardless of the fact that you are undoubtedly overwhelmed by the situation.

There is a minimum level of understanding in a situation that you could also find yourself in, which is to give people the opportunity to leave. This is called good manners and good business practice.

I will not leave this matter as it stands. Either we reach an amicable agreement, or I will take this matter to the press, television, or a consumer protection association, because responsibility is everyone's business, but to absolve yourself by saying that the circumstances are exceptional is a little simplistic.

I await an amicable solution from you.

Have a nice day.