Response to Claim Case 14351367 – Ibrahim Ben Taleb Bensekkou (Booking: 1089-998-823)
Dear Sir/Madam,
We acknowledge receipt of the claim filed by Mr. Ibrahim Ben Taleb Bensekkou regarding his booking Caracas (CCS) – Madrid (MAD). We welcome the opportunity to clarify the technical and procedural complexities of this case, which were largely dictated by the actions of the operating carrier, Laser Airlines (QL).
Contrary to the assertion that there was a lack of assistance, our records show that Gotogate proactively notified the Customer of the Schedule Change (SC) on three separate occasions:
15 December 2025: Initial notification sent with flight alternatives. No response was received.
18 December 2025: A second reminder was dispatched. No response was received.
25 December 2025: A third follow-up was sent. The Customer did not express definitive acceptance of the new itinerary until 8 January 2026. This 24-day delay in response by the Customer was the primary factor that moved the reissuance window dangerously close to the departure date, significantly complicating the technical resolution.
Once the Customer accepted the changes, Gotogate took immediate steps to reissue the tickets. However, as an intermediary, we require a formal Waiver Code/Authorization from the carrier to validate involuntary changes.
Between 19 December 2025 and 15 January 2026, Gotogate sent seven (7) formal requests for authorization to Laser Airlines. Laser Airlines ignored all seven requests, failing to provide the necessary technical codes to allow us to finalize the electronic tickets. This total silence from the carrier effectively blocked our ability to complete the management of the booking.
Upon a final review of the Global Distribution System (GDS) on 29 January 2026, it was discovered that the carrier had marked the tickets as Refunded in the system.
Despite the carrier changing the status to Refunded, no funds have been received by Gotogate. It appears the airline or its local GSA triggered an internal refund without returning the credit to the merchant of record (Gotogate).
Because the carrier unilaterally changed the ticket status to Refunded and ignored all reissue requests, Gotogate was technically prevented from performing any further modifications or rebookings.
Gotogate acted with due diligence by sending three initial notifications and following up with the carrier seven times. The Customer’s own initial month-long silence combined with the carrier’s total non-responsiveness created the crisis described.
As the tickets are now marked as Refunded by the airline in the GDS, we cannot fulfill a rebooking. We are currently investigating the location of these funds with Laser Airlines.
We are kindly asking the Customer to clarify to us what the amount of 630 EUR was paid for. We can see in the history of the ticket that indeed, two flight segments were added on 28 January 2026, however, these were added by the airline, and we have no access to the pertaining tickets.
We are now communicating with the airline to clarify why the tickets appear refunded without any funds to be remitted to us.
Best regards,
Magda
Customer Legal Escalations Specialist
www.etraveligroup.com
Etraveli Group, Dragarbrunnsgatan 46, P.O Box 1340, S-751 43 Uppsala, Sweden
On Mon, 2 Feb 2026 at 00:15,
reclamar@ocu.org wrote:
