Good afternoon,**I was travelling with two other passengers (all * of us are in the sam...

GetHuman3537440's customer service issue with Vueling Airlines from September 2019

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Good afternoon,**I was travelling with two other passengers (all * of us are in the same booking) and I wish to claim reimbursement for extra costs we had due to a flight cancellation.**When I dropped off my luggage at check-in on **.**.**** I was informed that our flight was * hours late, shortly after that we were told that the flight would depart at the initially scheduled time (**h**) and again shortly after that we were informed the flight was in fact cancelled. We were offered the following solution: a bus to Barcelona on **.**.**** and a flight from Barcelona to Lisbon on **.**.****. The solution actually booked for us was different: * night in a hotel in Valencia, a flight from Valencia to Barcelona on **.**.**** -at **h**-, and a flight from Barcelona to Lisbon on **.**.****.**What happened was also different:*On **.**.****, Groundforce staff at the airport confirmed they booked us a hotel in the centre of Valencia, they booked us a taxi and the driver took us to the hotel. They took us to B&B Hotel Valencia and as we arrived, we were told at the reception that we could not stay there and our booking was in fact for B&B Hotel Valencia Aeropuerto. The first extra cost was here: we had to pay **,**€ for a taxi from the first hotel to B&B Hotel Valencia Aeropuerto. I want to emphasize that we initially accepted Vueling's solution for our cancellation because we explicitly asked to be placed in a hotel in the city centre (so that our time wouldn't be entirely wasted) and we were told we would be placed in the city centre. We were then driven to the city centre and consequently told that we needed to pay for a taxi back to the airport. This added a lot of time and stress to an already exhausting day. When we finally arrived at the hotel to sleep, it was midnight. We were tired and hungry. We were not provided with any food vouchers the entire evening of **.**.****, spent at the airport (and in taxis).*On **.**.**** in the morning, I spent about ** minutes in two distinct phone calls to contact Travel Alliance and Vueling to inform them of where we were so that we could be picked up from the hotel back to the airport. The first phone call cost me **,**€ (IVA tax excluded) (the number I should call was provided by hotel staff). In the second phone call, a Vueling member told me he would call me back to inform us about what time the taxi would pick us up. He never called me back so again, we had to pay for a taxi, now back to the airport: this cost **,**€.*Our flight to Barcelona was supposed to be at **h**. On **.**.**** when we arrived at the airport, we talked both to Groundforce and Vueling and we were told that our extra costs will be reimbursed following a claim. The staff was helpful, I think they wanted to help us and do the best they could - they changed our plans again and flew us directly from Barcelona to Lisbon on **.**.**** - flight departed at **h**. This was a good change but it still incurred an extra cost: we could not check-in because I had luggage and had to wait from **h** to **h** until I could drop my luggage and receive all our * boarding passes. In this time, we spent **,**€ in one of the cafes at the airport.*To conclude: we spent an extra ** hours in Valencia and this time was completed wasted for all three of us. We missed important commitments in Lisbon on September *nd. We were told we would be put in a hotel in the city centre and in fact we had to pay for transport to take us to a hotel near the airport where we could not enjoy the city. We felt completely stranded in Valencia for over ** hours, which is not acceptable. We are claiming the due compensation for the flight cancellation and to conclude this reimbursement claim now, here is the list and total of the extra costs we want to see reimbursed to us by Vueling:***,**€ - taxi***,**€ - phone call to Travel Alliance***,**€ - taxi***,**€ - food*Total - **,**€**I ask that you provide a reimbursement of at least **,**€ for the money we were forced to spend during the time we dealt with Vueling's solution for our cancelled flight. I will be happy to provide you with all the proof and receipts if needed - I have them all.*I want to state again that the Vueling and Groundforce staff were polite and kind to us (as well as the hotel staff in both hotels) and not everyone made mistakes however, unfortunately it is exceedingly evident that some big mistakes were made in the way our situation was handled. Provided our reimbursement and cancellation compensations are now handled well by Vueling, we do not think it is impossible to trust Vueling and be your client once again in the future.*We all look forward to hearing from you and to seeing this problem resolved promptly. *Sincerely,**Vit*ria Mauricio, also on behalf of J*lia Mauricio and Alberto Mauricio

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How Do I Cancel a Flight for Vueling Airlines?What Do I Do If My Baggage Is Lost on Vueling Airlines?
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Vueling Airlines

Customer service issue
Reported by GetHuman3537440
Sep 5th, 2019 - a year ago
Not resolved
Seen by 4 customers so far
Similar issue to 2860 others
0 customers following this
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Timeline

GetHuman3537440 started working on this issue
Sep 5th, 2019 12:43pm
GetHuman3537440 indicated the issue is not fixed yet.
Sep 9th, 2019 12:36pm

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