An AIR BERLIN PLC&CO, Luftverkehrs KG Saatwinkler Damm 42-43 D-13627 Berlin Open letter: Dear Ladies and Gentlemen from Air Berlin PLC & Co. Luftverkehrs KG , I am so sorry to express my deep dissapointment from You and Your Company. After waiting for more than 60 (sixty) days for any response on my official complaints sent on 06.01.14 and further on 20.01.14 I am now forced to appeal for immediate reaction and taking responsibility from Your side. Being a loyal customer of Your Company I expect a respectful treatment. After failing to establish a correspondence with me, I offer now my complains on Your attention again. In any of my latest experience with the Air Berlin Company I have more suffering than pleasure. After waiting for more than one hour in the full airplane in Sofia, the machine wouldnґt take off. Due to technical problems, we were informed from our Captain, that some flying instrument malfunctioned and there was no way to fix it but wait for a technician from Hannover to fly to us. It could take some time, said the Captain. After that we were asked to leave the aircraft and stayed another two hours in the Gate area. During that whole time we recieved no further information on our flight. Furthermore NO MEMBER OF THE CREW CHECKED ON THE PASSENGERS AND NO WATER OR FOOD WAS EVER OFFERED. No vouchers received. Naturally we had to buy some water and snacks on our own from the airport cafйs which are relatively expensive, as You may well know. My companion suffers from a severe skin illness and dust allergy. During this one hour of waiting, seating in the filled up aircraft was causing her great disscomfort and her face and arms got completely inflamated due to the bad air inside. When we went back to the small Gate area were all passengers (around 150 including many mothers with babys and small children) were stuck and were not even enough seats, I turned to the bulgarian security women and told them, that my companion need fresh air. They informed me that it is impossible to go anywhere outside the building (I remind You that after leaving the aircraft no member of the Crew came to us and no meal voucher was provided). Exactly three hours after the take off time has passed, the airport speaker announced that our flight to Berlin is been cancelled and another flight time was sheduled for the next day. Upon our arrival in Berlin, me and my companion tried to print out the Rail tickets, booked together with the Rail&Fly service, but it wouldnґt work. After informing the Air Berlin Custom Service per telephone and after following all the istructions it still did not work, so I was kindly advised to buy new tickets and send the receipt to Air Berlin. They assured me that I will get my money back. It costed more than 130€. Since these events happened no financial, moral or other conmpensation was to be seen. Therefore I offer the following arguments: 1. Flight cancellation due to mechanical problem 2. Missing meal vouchers. 3. Missing attention from company crew during the stand-by time in Gate area 4. Additional costs for train tickets I insist Air Berlin to respect our travel rights, take our flight inssurance into concideration as well and retrieve our costs, and compensate the troubles caused by the flight cancellation. Me and my friends and family wish You all the best and hope You will reconsider Your actions, before loosing Your customers. Sencerely Yours, Nadezhda Yotzova
Posted on: Mon, 17 Mar 2014 11:53:58 +0000
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