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24/07/2006

Mrs. L.'s airline tickets adjusted thanks to the ECC-Net.

Mrs. L., a Belgian resident, ordered in January 2006 online airline tickets from SAS in Sweden. She made a mistake and put in the wrong departure date. She was however able to change it before she confirmed her reservation. When she received her confirmation, she realised that the changes hadn’t been registered. Only the wrong date appeared on the confirmation.

She sent a few e-mails to the airline company and requested a correction of the departure date. She explained that the mistake was due to a technical problem on the website for which she could not be held responsible. Furthermore, she made the reservation a few months before departure, so the airline could easily adjust the tickets without any inconvenience. Nevertheless, the airline refused to adjust the departure date.

Thereafter, the consumer contacted the European Consumer Centre in Belgium to obtain information and assistance. ECC Belgium forwarded the case to ECC Sweden which intervened with the airline company. Thanks to the intervention of the ECC’s, the Swedish airline accepted to adjust the tickets.