My complaint:
On September 13,2023 I had a flight booked from Riyadh to Toronto with two stopovers: one in Frankfurt and the other in Amsterdam. My booking reference is RMZ5ZC and my reservation was on September 13 at 01:55 Riyadh time.
My primary concern is centered around the unauthorized denial of boarding I faced in Riyadh airport and the inadequate disclosure of immigration procedures to passengers during the booking process. This situation has resulted in not only substantial financial losses for me but also severe emotional distress.While my itinerary clearly indicated two stopovers one in Frankfurt and one in Amsterdam, it conspicuously omitted any mention of the necessity to undergo immigration procedures in Amsterdam. Furthermore, my booking explicitly specified that my final destination is Toronto and not a multi-destination journey . The absence of any indication of terminal changes or the need for a Schengen visa in Amsterdam was pivotal to my decision to book this itinerary.I wish to highlight that, as a passenger, I hold a valid Permanent Residency (PR) in Canada.
This PR status allows me to transit through European Union (EU) countries, including Amsterdam, without the need for a Schengen visa. Therefore, the booking system’s failure to reflect this fact and inquire about the necessity of a Schengen visa is a clear oversight and a violation of my right to accurate and complete information before making a payment.In light of the above, I demand the following actions to rectify this situation:investigation into the circumstances surrounding my unauthorized denial of boarding my flight from Riyadh .Reimbursement of all expenses I incurred as a direct result of this incident, including 2999 Saudi Riyals for rebooking, accommodation in Riyadh for an additional two days, and transportation expenses.A formal written apology for the undue inconvenience, financial loss, and emotional distress caused.Immediate measures to enhance transparency in the booking process, ensuring that passengers are fully informed of immigration requirements and whether a Schengen visa is needed or not.
I wish to emphasize that there should be, at the very least, a clear question in the booking system before payment, inquiring about the passenger’s Schengen visa status when booking a flight with stopovers in Schengen countries. This simple step could have prevented the troubles I went through
i had to buy a new ticket which cost me 1000 USD plus 2 days stay in Riyadh with all cost of transportation and meals for two days
PS/ i sent many email 3 times complaints to Brussels airline but all i receive is a message saying we are looking in the issue my complaint reference number given by brussels airline is 2309-SN-06188
Suggested solution:
I demand the following actions to rectify this situation:
investigation into the circumstances surrounding my unauthorized denial of boarding my flight from Riyadh .
Reimbursement of all expenses I incurred as a direct result of this incident, including 2999 Saudi Riyals for rebooking, accommodation in Riyadh for an additional two days, and transportation expenses. which cost around 2000 more Saudi riyals
A formal written apology for the undue inconvenience, financial loss, and emotional distress caused.
Immediate measures to enhance transparency in the booking process, ensuring that passengers are fully informed of immigration requirements and whether a Schengen visa is needed or not.
I wish to emphasize that there should be, at the very least, a clear question in the booking system before payment, inquiring about the passenger\'s Schengen visa status when booking a flight with stopovers in Schengen countries. This simple step could have prevented the troubles I went through.
