Subject: Response to Claim Case 14898536 – Carmen Arguello Suarez
Reference: 1104-771-899
Dear OCU Representative,
We are writing in response to the claim submitted by Carmen Arguello Suarez regarding the cancellation of her itinerary from Colombo to Málaga. After a thorough review of the booking records, we wish to clarify the circumstances and offer a settlement proposal.
The first leg of the itinerary, flight G9246 operated by Air Arabia, was cancelled due to airspace closures resulting from the geopolitical situation in the Middle East. At the time of cancellation, the airline sent a notification directly to the customer offering two specific alternatives:
Rebooking: Any available Air Arabia flight on a similar route within 30 days at no extra cost.
Credit Voucher: A voucher for the full amount paid, valid for one year.
The customer did not take action on these options, and as the travel date has passed, we no longer have direct access to modify this booking within the airline’s system.
The customer purchased a Virtual Interline itinerary. This type of booking is covered by our Self-Transfer Guarantee, which protects passengers when a disruption in one leg of the journey prevents them from catching subsequent flights.
In this instance:
The cancellation of the Air Arabia flight directly caused a missed connection for the subsequent Wizz Air flight.
Because the Wizz Air segment was impacted by the failure of the previous leg, the Guarantee applies to both.
The final leg, operated by Ryanair, was not affected by the Air Arabia cancellation or any schedule changes, and remained fully operational.
While the customer was initially responsible for managing the Air Arabia cancellation via the provided airline credit/rebooking options, we are prepared to resolve this matter as a gesture of goodwill under the terms of our Guarantee.
We propose a refund for the three segments directly impacted by the disruption (Air Arabia and Wizz Air). We will not, however, provide a refund for the final Ryanair segment, as it remained a valid, separate contract of carriage unaffected by the initial disruption.
Total Settlement Offer: 346.37 EUR
This amount is offered in full and final settlement of this claim.
Please convey this offer to the customer. Upon her confirmation of acceptance, we will process the refund of 346.37 EUR immediately.
Sincerely,
Magda
Customer Legal Escalations Specialist
Gotogate
www.etraveligroup.com
Etraveli Group, Dragarbrunnsgatan 46, P.O Box 1340, S-751 43 Uppsala, Sweden
On Wed, 29 Apr 2026 at 13:45,
reclamar@ocu.org wrote:
