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 Doctorow2d ago
@celeduc So that is how to complain to the airline, but in this case, the airline's own complaint system has been replaced by a chatbot that doesn't work.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.
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 Leichert
@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.
Mar 26 at 6:38amIvory for iOS
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