Background
Our customer documented their dirty seat with photographs, showing leftover food from the aircraft's previous flight. Despite this, the airline staff refused to clean the seat or relocate the customer, even though there were empty seats available in business class.
We engaged with the airline, emphasizing the breach of health and safety standards. As a result, they agreed to compensate the customer for the poor experience.
Outcome
The airline provided a €150 goodwill gesture as compensation. According to our commercial model (20% of the total value), if this had been your case, you would receive €120, with our fee being €30. The issue was resolved in under two weeks.
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