Background
During a holiday trip to Asia, our customer received a notification that their departure time had been changed from late evening to early morning, with less than 24 hours' notice. As a result, the customer had to cancel several sightseeing trips planned for the morning before the original departure time.
We addressed the issue with the travel operator, emphasizing that the customer had already incurred costs for pre-booked leisure activities. Additionally, we urged the tour operator to compensate the customer for the disappointment and emotional distress caused by the sudden schedule change. The case was resolved in under a month.
Outcome
The tour operator agreed to provide a €400 refund. Given that the total cost of the 11-day tour was €3,800, this compensation exceeded the daily tour cost of €345. According to our commercial model (20% of the total value), if this had been your case, you would receive €320, with our fee being €80. The issue was resolved in under four weeks.
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