Tourists were upset by the double change of airline in the tour to Turkey and the condition of the plane they were flying on.
“Clients are asking why they were changed. The plane is small, the cabin is not fresh, worn-out. Many were seated separately from children, randomly,” said TourDom.ru tour agent.
Can passengers demand compensation? The editorial team sought the opinion of lawyers.
Initially, tourists booked a tour with flights from St. Petersburg to Antalya by Southwind Airlines. In early April, due to the cancellation of the flight program, the tour operator informed the tour agent that their clients would be transferred to Turkish Airlines. TourDom.ru previously reported on the situation. Turkish Airlines flies faster, allows more baggage compared to Southwind. Furthermore, the chosen flight time remained the same: the evening flight stayed evening. Therefore, passengers were satisfied.
However, on May 11 during boarding, it was revealed that they would be flying with Anadolujet Airlines. According to the tour agent, clients did not like the condition of the plane: “The liner turned out to be small. The cabin was worn-out, the lining was peeling off and had to be taped up”. Additionally, parents were seated separately from children, which further worsened their mood.
The name of the airline is not by default a significant condition of the tour product realization contract, reminded lawyer Igor Kositsyn.
“The tour operator’s task is to provide transportation from point A to point B. The means by which it will do this is secondary. Such a condition will become significant only if separately agreed in the contract with the tourist, specifying the airline”.
If a passenger did not like something during the flight – the airplane cabin, service on board, or something else, they can file a complaint. However, they must clearly formulate their demands, ask for something: “It is not entirely clear what the tourist wants if the flight has already taken place.”
Passengers may try to prove that flying with a specific airline was essential for them and demand compensation for moral damages, believes lawyer Maria Chapikovskaya from the travel agency network “Pink Elephant”.
“However, I don’t think there are significant prospects,” the expert says. “Services were provided in full, and changing the carrier did not worsen the tourists’ situation.”.