Dear Sir/Madam,
We had booked three plane tickets from Barcelona-El Prat Airport to Salzburg, with departure scheduled at 19:35 on May 30, 2025 (flight EW 4399) and return from Salzburg to Barcelona at 6:55 on June 2, 2025 (flight EW 4398), for a total cost of €416.94. This amount was paid by bank card.
I am attaching the reservation documentation for the aforementioned trip.
According to the terms and conditions of the Flex Light fare, passengers are entitled to change their flight once without calendar restrictions.
Before the departure date, we attempted to exercise our rights under the Flex Light fare and change the booking to a date in November. However, we were unable to do so because the booking/modification system did not allow reservations beyond November 3rd— a limitation that was not stated in the terms and conditions.
After contacting Customer Service, we were informed that there was a technical failure in the system and were advised to send an email to Customer Service explaining the situation. Following these instructions, we sent an email requesting either a refund or a change of dates beyond November 3rd. Several days later (by which time the original travel dates had already passed), we received a response denying both the refund and the modification, offering only the reimbursement of airport taxes. When we replied to that message with a formal complaint, we received no further response.
I am attaching a screenshot showing the claim number and the responses from Customer Service.
I HEREBY REQUEST a full refund of the tickets due to the impossibility of changing them to a date beyond November 3rd and the failure of Eurowings to comply with the terms and conditions of the Flex Light fare.
Sincerely,
Aitor Molina
