Reclamación formal en relación con la reserva de vehículo

Estimada Sra. Alara S., Gracias por su comunicación en relación con la reclamación nº 624527195. Tomo nota de su indicación relativa a que la entidad jurídica correcta para la tramitación de esta reclamación es Booking.com Transport Limited, sociedad registrada en Inglaterra y Gales, y responsable de la plataforma de alquiler de vehículos conforme a las cláusulas A3 y D2 de las Condiciones del Servicio. En consecuencia, les informo formalmente de que procederé a iniciar una reclamación contra Booking.com Transport Limited a través del UK Small Claims Court, conforme a la normativa procesal vigente en Inglaterra y Gales. A tal efecto, se adjunta a este correo la carta de reclamación (Letter Before Claim) dirigida a Booking.com Transport Limited, enviada igualmente a su domicilio social en el Reino Unido, en cumplimiento de los Pre-Action Protocols del Civil Procedure Rules (CPR). La presente comunicación tiene por objeto dejar constancia expresa de que: La reclamación no se da por cerrada. No se acepta la negativa al reembolso de las cantidades reclamadas. Se han iniciado las actuaciones previas obligatorias antes de la interposición de la demanda judicial. Quedo a la espera de una resolución amistosa dentro de los plazos legales indicados en la carta adjunta. En ausencia de respuesta satisfactoria, la reclamación seguirá su curso judicial sin necesidad de nuevas comunicaciones. Atentamente, Ivan del Barco Barrantes Adjunto: – Carta de reclamación dirigida a Booking.com Transport Limited (UK) Dear Sir or Madam, My name is Ivan del Barco Barrantes, and I am writing to submit a formal complaint and Letter Before Claim in accordance with the UK Civil Procedure Rules (CPR) – Pre-Action Protocols, regarding vehicle rental booking no. 624527195, together with the associated insurance purchased for a total amount of €177.35, both arranged through Booking.com. The booking concerned a car rental service with Avis at Belgrade Airport, with a scheduled pick-up on 27 December at 22:00, for a duration of 8 days, and return on 4 January at 15:00. Upon our arrival at Belgrade Airport, the Avis office was closed, and it was impossible to contact any representative using the telephone number provided by Booking.com (+381 11 209 7062). We also unsuccessfully attempted to contact Avis customer service at +381 11 367 6644. After several failed attempts, and due to extreme cold weather and the presence of a minor, we were forced to leave the airport. Subsequently, we contacted Booking.com customer service at +34 930 392 933, where we were informed of the procedure to submit a complaint and were explicitly assured that the reservation would not be cancelled and that the vehicle would be available the following day. Early the next morning, upon contacting Avis again at +381 11 209 7062, we were informed that: This number did not correspond to the airport office; The office closed at 22:00; They had not been informed of our arrival; and They could not confirm vehicle availability. When we requested a direct contact number for the airport office, this was refused. We were told that they would contact the office internally and update us. After several hours of waiting and further unsuccessful calls, we attended the Avis office at the airport in person. There, we were informed that no reservation existed under our name and that Booking.com had generated the booking via an overbooking system, making Booking.com directly responsible for the incident. No alternative solution was offered. As a direct consequence of this failure of service and misrepresentation, we were forced to rent a vehicle from another company at a cost of €335, for which the invoice is attached. It is important to note that Avis had in fact been informed of our arrival, as evidenced by the QuickPass confirmation emails, reference number 43075773ES6, which are also attached. Amounts claimed I hereby formally claim the following sums: €177.35 – refund of the unused Booking.com vehicle rental and insurance; €335.00 – reimbursement of unavoidable alternative vehicle rental costs; €25.84 – reimbursement of communication costs incurred when contacting customer support. Total claimed: €538.19 All amounts must be reimbursed to the credit card originally used for the booking. Pre-Action Protocol notice (Letter Before Claim) This letter constitutes a Letter Before Claim under the Practice Direction on Pre-Action Conduct and Protocols. I invite Booking.com Transport Limited to: Confirm whether liability is admitted or denied; Provide a substantive written response addressing the facts and legal basis of the claim; Propose settlement or alternative dispute resolution (ADR), if appropriate. Please provide your full written response within 10 working days of receipt of this letter. Intended legal action If I do not receive a satisfactory response and full payment within the stated timeframe, I will commence proceedings against Booking.com Transport Limited in the UK Small Claims Court (Money Claim Online) without further notice. The claim will include: The full amounts listed above; Statutory interest pursuant to section 69 of the County Courts Act 1984; Court fees and recoverable costs; Any additional consequential losses arising from the failure to provide the contracted service. I trust this matter can be resolved promptly and without the need for court intervention. Yours faithfully, Ivan del Barco Barrantes