What are airline passengers entitled to when their tickets are downgraded? Jorge Souss and his wife would like to know. They paid for business class tickets on Air Europa, but they didn’t get what they paid for.
A travel agent reserved business class seats for the Sousses on a Barcelona-to-Madrid Air Europa flight. But at check-in, the Sousses were told that the airplane Air Europa had assigned to the flight did not have business class seating. The Sousses were reassigned seats in economy class. And they were not permitted inside Air Europa’s business class lounge.
When the Sousses inquired about being refunded the $200 price differential between business and economy class airfares, they were told to file a claim with the airline.
By telling the Sousses to file a claim with the airline for a refund, Air Europa made an implied promise to issue them a refund upon receipt of their claim. And when a business makes a promise to a customer, whether implicit or explicit, good customer service requires that the promise be promptly fulfilled.
Air Europa’s conditions of carriage is silent regarding liability for downgraded airfares. But it provides that: