Transavia and stranded passengers in Dubai are having a constructive discussion about delayed flights and compensation
The management of Transavia and representatives of (a large part of) the passengers who were stranded in Dubai last week had a constructive discussion and reached an agreement on compensation for the passengers for the suffering and expenses suffered. These passengers sent a letter to the management of Transavia on Thursday, March 28. In parallel, Transavia had already started activities to reach and help passengers.
In response to the passengers' letter, Mattijs ten Brink, CEO of Transavia, sent a personal letter to all passengers this week with his sincere apologies. “The letter has been well received. We are happy that we have received an apology and Transavia has indicated that something did not go well. That gives space," says Theo Veltman, one of the spokespersons on behalf of the group of passengers.
Mattijs ten Brink: “What started as a technical defect on our aircraft quickly grew into an unpleasant situation for our passengers due to a very unfortunate set of circumstances. We did not offer the passengers on this flight the service and attention they could expect from us. This can and must be done much better.” An intensive and constructive conversation was held in which, among other things, we listened to the experiences and personal stories of the passengers. Mattijs ten Brink: “This has been an exceptional situation that absolutely does not reflect what Transavia stands for: excellent service and genuine friendliness.”
Theo Veltman: “We note that there has apparently been a series of shortcomings that have led to suffering among passengers. Transavia also indicates that this should have been done differently. In addition, in this exceptional, fortunately rare, situation, Transavia has offered compensation well suited to our proposal. This means that our three points (apology, measures to prevent recurrence, in accordance with EU261, and individual compensation) have been properly completed. The group of approximately 120 passengers in the app is happy with it. We can now end things with a good feeling. We hope this also applies to the other passengers. We have every confidence in honest and careful handling by Transavia.”
Yesterday, all passengers were informed by email about the agreements made and from today a special team will start handling this personally for all passengers. An evaluation will follow this week and activities will be started to revise procedures and resources where necessary.
This press release was translated using automated tools. Please refer to the original Dutch version for the most accurate information.