CLAIMANT DATA:
Alejandro Calvo Aníbarro
ID: 70813906B
C/Sant Marc, 79
17412 Maçanet de la Selva. Girona. Spain.
acalvoanibarro@gmail.com
RESPONDENT COMPANY DATA:
Name: Trip Sorted
Website: tripsorted.com
GROUNDS FOR COMPLAINT:
BACKGROUND: In November 2025, while performing the check-in for a flight to Seville, I was redirected to the Trip Sorted platform. I was offered a service for the amount of €1 to obtain boarding passes. I proceeded with the payment under the understanding that it was a one-time charge for said service and that it belonged to the airline itself, given that airlines currently charge for every service and numerous windows appear where you must decide on various add-ons. Only that specific €1 figure was displayed in a large font size, and I assumed it was a service provided by the flight operator.
UNAUTHORIZED CHARGES: At that moment, and without my express consent or any prior or subsequent notification—no reminder or confirmation of what I was allegedly acquiring—the company processed a charge of €79 on that same day in November. No notification of the contracted service was sent via email or any other means. Subsequently, in February 2026, they processed a second charge of €79. The total amount taken amounts to €158. This is the moment I became aware of the irregularity.
LACK OF TRANSPARENCY AND DEFENSELESSNESS: At no point did I receive an email confirming the purchase, the terms and conditions of the "Premium" service, monthly reminders that I could "use" the contracted services, any type of invoice or contract for what I paid, nor information regarding the right of withdrawal. The only communication they send is an email stating that you have a notification in your "Member Zone." This email is clearly designed to be ignored so that the user remains unaware of the subject matter; it lacks credibility and one would naturally avoid clicking on a member zone for which they clearly did not register.
The window appears at the time of check-in and only advertises the €1 payment in a very large font size (I have observed that it now shows €0.79). Upon revisiting the page later, the information regarding the quarterly payment appears in a very small font size with extremely low contrast to ensure it remains undetected. I have had to block my credit card to prevent further unauthorized charges.
COMPANY RESPONSE: After contacting them to request a full refund, the company refused, claiming "transparency" and offering only a 20% refund of the latest charge as a gesture of "good faith." I consider this insufficient and an implicit admission of their improper conduct. I have, of course, declined this offer and will proceed with the necessary legal claims to recover every owed euro.
Legal grounds for the claim:
Points based on the General Law for the Defense of Consumers and Users (and EU Directives):
Lack of express consent: For a subscription to be valid, the user must clearly and separately accept the conditions of the recurring service. A €1 payment does not automatically authorize €79 charges without unequivocal acceptance.
Confusing advertising and omission of relevant information: Failure to send confirmation emails, invoices, or information on the withdrawal period is a serious breach. The law requires consumers to receive confirmation on a durable medium (email) including the contract conditions.
Right of Withdrawal: By law, you have 14 days to cancel any online purchase. As I was not informed of this right, the legal period can be extended up to 12 months.
Non-compliant commercial practices: Hiding a high-cost subscription behind a €1 management service is considered an incorrect and non-transparent practice.
Lack of a Clear Payment Button: The law requires the payment button to clearly state "Order with obligation to pay" or "Subscribe and pay." If it only stated "Continue" or "Manage," it constitutes a lack of legal compliance.
Legal Seat: They typically operate as an entity in the Netherlands (Amsterdam). This is significant as, being within the EU, they must strictly comply with the EU Consumer Rights Directive.
PETITION:
I request the mediation of the OCU to obtain a full refund of the €158 unduly charged. I ask that the necessary measures be taken. I base my petition on the lack of transparency, the absence of written contract confirmation (breaching Art. 98.7 of the LGDCU), and the use of design techniques to hide a recurring subscription behind a one-time €1 payment.
In Girona, February 21, 2026.
