Complaint about Schipholtickets? This is what you can do!

Inability to contact customer services 

Consumers who purchased flights from Schipholtickets have been left high and dry since the large-scale cancellation of flights due to coronavirus. The ECC is receiving reports that it is impossible to contact this travel agent. Calls are cut off and they are not responding to emails sent by consumers. 

Airline stonewalls consumers

When consumers contact the airline directly to request clarification, they are stonewalled. In some cases, no information can be provided without a booking reference from the airline. In other cases, the company refers consumers back to Schipholtickets. Consumers feel they are being sent from pillar to post. 

Your consumer rights when your flight is cancelled

If your flight is cancelled, you are entitled to an alternative flight or a refund of the cost of the flight. Due to the corona crisis, airlines may temporarily offer you a voucher. You do not have to accept this voucher. Read more about this in the article ‘Ticket voucher in the event of flight cancellation due to corona virus’. 

Our advice

If you are unable to contact Schipholtickets and this travel agent has failed to provide an appropriate resolution in respect of your cancelled flight, lodge a formal complaint in which you give the travel agent a final opportunity to respond. Do this in writing. Give Schipholtickets 4 weeks to provide a substantive response to your complaint. 

Paid via credit card? Dispute the charge!

If you paid for the flight(s) with your credit card, you can dispute the charge. First wait for a response from Schipholtickets. If you receive no response within 4 weeks, or the travel agent fails to provide an appropriate solution, contact your credit card provider to start the disputes process. 

Notify ACM ConsuWijzer (the Netherlands Authority for Consumers and Markets)

Notify ACM ConsuWijzer (Dutch website). This is the consumer division of supervisory body ACM (the Netherlands Authority for Consumers and Markets). The supervisory body is taking decisive action against companies that fail to follow the rules during the corona crisis. 

Free legal help

If you live in the Netherlands and are unable to reach a resolution with Schipholtickets, you can ask the European Consumer Centre for help. Our specialist lawyers can help you resolve your complaint via mediation.