Since the alert was extended by the coronavirus, dozens of airlines that have canceled their routes to countries at risk or reduced the frequency of flights to these destinations are offering their customers the possibility to change dates without cost or return the ticket . This is the case of Iberia or Ryanair, who have even given instructions on their respective websites so that users know how to do it.

However, many users who have contracted their trips through third parties are encountering problems . Especially those who have contracted packs through gift boxes, such as Randombox, or web like Voyage privée. In the case of the first, the user pays a fixed price but does not know the destination until a few days before traveling. Some of the clients have discovered these days that their surprise destination is precisely Milan, the epicenter of the epidemic in Italy.

The company does not allow them to change the destination claiming that "they are organized packages". "We are an intermediary company and there are airlines and hotels that do not allow these changes and do not return the money, " sources of the company justify.

They point out that "they are doing everything possible" so that users who are in this situation "can change their destination or date and not lose money", but point out that this is not always the case because there are "suppliers and airlines" (they cite concrete to Easyjet) that do not accept changes. "

"The panic is not covered by anyone"

They also point out that "when someone buys a package, they know what they buy. The risk is assumed by the traveler, not the organizer of the trip," said the spokesperson. "The panic is not covered by anyone," he adds. The company claims that since February 22 they no longer offer a destination on their platform.

From OCU they do not agree. They believe that if it is a risk zone (in the case of Italy) "the recognition of this risk zone by Health and the recommendation not to travel to these areas unless it is essential is more than enough reason" for The user will receive the money back.

The intermediary companies claim that the companies do not allow changes. However, airlines do allow customers who have purchased through their website to change the ticket.

"The relationship between an agency or a provider and the airline cannot be transferred to the consumer," denounce from OCU, and remind companies that "when the airline cancels the coronavirus flight, the air passenger has the right to be offered reimbursement of your ticket or fly on another date. "

"Even Ryanair allows it"

They also have the right to cancel their ticket and be reimbursed even if it is not a risk zone "" because it is a cause of force majeure, outside the user and the airline " and also" the authorities have recommended not to go to these areas unless be essential ".

There is a third element, which is "the concept of insurmountable fear", which occurs in a situation of uncertainty that was not included in the contract and that is foreign to both parties.

"Even Ryanair is allowing the changes. That phrase sums it up," they say from OCU

From OCU they point out that calls from users who have problems with their flights and want to make a query have doubled in just two weeks.

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  • Italy
  • Iberia
  • Ryanair
  • Coronavirus
  • Covid 19

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