Cory Doctorow2d ago

Hey, EU-savvy friends. Vueling lost my baggage on a recent trip. I'm trying to file a claim with them, but the only path to do so is via their chatbot, which only produces this error:

> Sorry, this page doesn't exist. You can access all our Virtual Assistants on our Customer Services Centre

How do I open a complaint with the EC about this?

Show threadChuckles2d ago
@pluralistic canonical help https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm
There are lots of ambulance-chasing keyword-squatting services which take a large commission but make it easy.
Show threadCory Doctorow
@celeduc So that is how to complain to the airline, but in this case, the airline's own complaint system has been replaced by a chatbot that doesn't work. I need to know how to complain ABOUT the airline, to the EC.
Mar 26 at 4:49amWeb
Show threadRainer Typke2d ago
@pluralistic here's what the European Commission says about this: https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm
Show threadCory Doctorow2d ago
@rainer No, this is what they say about how to complain to the airline. The airline has replaced its complaint process with a chatbot that only says "Page not found." I need to know how to complain about THAT>
Show threadLars Leichert2d ago
@pluralistic @rainer I think they probably do not need to offer any „complaint process“. On the EU website it says „If you want to file a claim for lost or damaged luggage, you should do it in writing to the airline within 7 days, or within 21 days of receiving your luggage if it was delayed. There is no standard EU-wide form.“ If the airline does not respond to your letter, then you have grounds to complain to the EU, I guess.
Show threadLars Leichert2d ago
@pluralistic @rainer Also, IANAL, but may be you already have reason for complaint, because according to EU law, on the website‘s imprint they need to provide an e-mail. I guess if they reply to this e-mail that it is not monitored and you should use a chatbot instead, that it is in violation of that law (if not of the letter at least of the spirit). You could take them to court or go through a dispute resolution body: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies_en?prefLang=en&f%5B0%5D=adr_origin_cty_vocab_adr_origin_cty_org_assoc%3Ahttp%3A//publications.europa.eu/resource/authority/country/ESP#oe-list-page-filters-anchor
Dispute resolution bodies

The dispute resolution bodies listed on this site all offer out-of-court settlement procedures for consumer disputes. They have all been approved by the national competent authorities as meeting quality, impartiality and fairness standards.

Consumer Redress in the EU
Show threadRainer Typke1d ago
@pluralistic Why don't you click on the "contact us" link at the bottom and ask your question to the European Commission? https://european-union.europa.eu/contact-eu_en I am sure you will receive a very complete and correct answer on how and where to complain about the airline if there is an appropriate contact point at the EU level.
Contact the EU | European Union

Got a question for the EU? See how to call, write to or meet us. How to make a complaint, organise a visit to the EU institutions, press contacts.

European Union
Show threadChuckles2d ago
@pluralistic iirc you have to bring it to the "competent" national authority https://www.seguridadaerea.gob.es/en/consultas however... any claim has to be presented to the airline first. Although their website is *deliberately* borked to deter claims, the best way is to send overnight mail via Correos "burofax" to Vueling's address (Viladecans Business Park, Edif. Brasil, Carrer de Catalunya, 83, 08840, Viladecans, Barcelona) That's the first thing an ambulance chaser would do for you.
Contact us | AESA-Agencia Estatal de Seguridad Aérea - MTMS

Show threadCory Doctorow2d ago
@celeduc Thank you!
Show threadChuckles2d ago
@pluralistic the complaint over *process* would also have to be addressed first through the national authority, and then... after they ignore it, sue the airline and the national authority in Brussels.
Show threadChuckles2d ago
@pluralistic burofax is the official overnight nastygram with legal effect. Your PDF + credit card => https://www.correos.es/es/en/individuals/send/national-deliveries/documents/burofax
Nothing else ever elicits response.
Burofax Premium for individual customers of Correos

Have your most urgent shipments delivered securely with Correos Burofax. Deliveries require a signature that serves as legally valid proof.