Geneva
A mother did not visit Serbia due to health restrictions. She did not get reimbursed. The airline is within its rights.
(KEYSTONE / Alessandro della Valle)
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“I had to go with my three children to Belgrade on July 13, tickets had been reserved since January. Considering the circumstances, that would have meant quarantine when I returned. Moreover, in view of the demonstrations against the government, I was not reassured. So I gave up and lost 500 fr. despite Easyjet’s assurances that I could replace my tickets free of charge, ”said Elvina, upset. Since the beginning of the month, Serbia is indeed on the list of countries at risk. Therefore, travelers returning to Switzerland must observe a ten-day quarantine. However, flights connect the two countries and there is no reimbursement for passengers who decide to stay ashore.
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Ten complaints per week
Elvina’s case is not isolated. “We receive about ten complaints on this subject per week,” confirmed Sandra Renevey, lawyer at the Fédération romande des consommateurs. As the flights are operated, “the service sold is available and the companies have no obligation to reimburse, unlike in cases of cancellation”, she said. According to her, with the gradual restart of civil aviation and the reopening of borders with restrictions, the lives of passengers are clearly more complicated today than during the period of confinement.
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Tickets 450 fr. more expensive
Easyjet did not wish to comment on this particular case. But in general, concerning the Geneva-Belgrade link, the low-cost carrier has indicated that it will operate “this summer a limited number of flights. All customers who have booked on these flights and no longer wish to travel will be able to change flights for free. ”
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Elvina had thus tried to find solutions and had gone to the counter at the airport. “I wanted to postpone my trip to March 2021. But when finalizing the change, I was charged 450 francs in addition to what I had already paid. I gave up. It is unacceptable! I really have the feeling that they are only there to take our money, ”she thunders. This is because if the modification of the reservation date is offered, any price difference between the old flight and the new one remains invoiced.
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The solution: insurance
“The only solution to be reimbursed is to turn to your cancellation insurance, if you have one,” advises Sandra Renevey. And again, some have taken Covid-19 out of the risks taken care of. As for future contracts, we must be attentive to the exclusion clauses. If necessary, we must try to find a direct arrangement with the company. ”
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Focus on the last minute
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How to take advantage of an upcoming vacation when flight cancellations are still commonplace and the coronavirus pandemic is gaining momentum and could bring new restrictions? “Contrary to what one advises in normal times, it is necessary to privilege a last minute organization, indicates Sandra Renevey. Making a decision a week, or even less, before departure, makes it possible to be as certain as possible of the situation in the country, of the restrictions and the possibilities of theft. The best is to consult the website of the International Air Transport Association (IATA) and contact the representations of the country to which you want to go, so as not to end up in a place where everything will be closed. Travelers should also inquire about quarantines, as well as any forms to be completed before departure, as in Sardinia. “
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