Napisałem oficjalną reklamację do ebookers.ie i oto co otrzymałem:
Od: customerrelations@ebookers.ie
Treść:
Dear Mr XYZ,
As outlined in our previous emails, your ticket cannot be honoured as a technical error occurred in the ticket reservation system, operated by Amadeus, that we use in order to confirm flights. Due to this error, the ticket was issued at an incorrect price and the ticket was issued with Jet Airways as carrier whereas it should have been issued with Lufthansa. There is no evidence of any error or mistake on our part.
We deeply regret having to write to you to notify you of this cancellation. Once we became aware of the issue, our commercial teams contacted each of Amadeus, Lufthansa and Jet Airways to try and resolve the situation in the hope that the tickets could be honoured. While discussions continued with the various offices in India and Europe, we delayed cancellation of the tickets. Once it became clear that the operating carriers would not honour the tickets at the price issued, we had no choice but to provide notice of cancellation.
Your ticket was confirmed on ebookers.ie and as such the booking of the ticket is subject to Irish consumer law. The legal basis of our cancellation is the Common Law doctrine of unilateral mistake of fact. As per this doctrine, one party to a contract is entitled to cancel if the other party knew, or ought to have known, that the mistake existed.
It is our position that either: (a) customers were aware of the mistake due to the publishing of certain blogs on the internet such as those listed in Appendix A which clearly referenced the pricing mistake and which we attribute for the high number of bookings during that weekend (“Blogs”); or (b) due to the exceptionally low total price and tax amount, customers ought to have known that the price was a mistake.
In our view, customers ought to have been aware that both the tax amount and/or the total price amount were mistakes for the following reasons:
As per the table in Appendix B showing average prices of bookings from Eastern Europe to India on ebookers, the average price of the tickets subject to the pricing mistake was less than 50% of the lowest average price at any other period in 2014.
The table also shows that the average price of the tax amount for these tickets was almost 25% of the lowest average tax amount for any other period in 2014.
All of the tickets were from bookings made by customers who came directly to our site rather than come through channels such as metasearch. As an Irish site, ebookers.ie has very little traffic from Eastern Europe yet during the period of this ticketing error, we had an exceptionally high volume of customers visit the site which can only be explained by the placing of links in the Blogs.
As the tickets were offered at such a low price, a reasonable customer would have expected us to have numerous banners and advertisements on ebookers.ie referring to such an unusual sale however not one reference was on the site. As above, we know that all of the customers who booked tickets came directly to our site.
As set out above we will not therefore be in a position to consider covering any of the costs you choose to incur as a result of you rebooking your flights. With regards to the costs for arrangements made independently of ebookers.ie we can only suggest that you check the terms of any insurance policy you may hold to establish if this provides cover for you.
Yours sincerely
Scott Bowen
Customer Relations Manager
ebookers
APPENDIX A
BLOGS REFERENCING UNUSUAL PRICES AND/OR MISTAKES
http://cestujlevne.com/mega-letenky-pra ... -7-215-kc/
http://honzovyletenky.cz/indie-bombaj-goa-6-050-kc/
http://www.letenkovnik.cz/letenky/448-l ... d-6-000-kc
http://www.fly4free.com/price-alert-ext ... y-228-eur/
. 