Dear Vueling Customer Relations Team,
I am writing to request reconsideration of your decision to reject our refund claim concerning flight VY2226 from Barcelona to Seville on 25 September 2026.
My family and I experienced several unexpected delays at Barcelona Airport before boarding.
The self-service check-in kiosk malfunctioned, causing approximately 15 minutes of delay. We then waited another 15–20 minutes at the staffed check-in counter.
During security screening, our child was selected for additional checks, the X-ray equipment stopped for approximately five minutes, and my wife's bag required further inspection. We also made a brief stop at the airport lounge before proceeding to the gate.
We reached boarding gate B35 at approximately 12:44 pm, four minutes after its scheduled closure at 12:40 pm, and were refused boarding.
As a result, we had to pay an additional €315 to rebook flights for all three passengers.
I understand that passengers are responsible for arriving at the boarding gate on time. However, given the multiple unexpected delays we experienced during airport processing, I believe the circumstances deserve further consideration rather than a straightforward rejection of our request.
Vueling previously rejected our complaint, referring to passengers' responsibility to arrive on time, without adequately addressing the unusual circumstances we experienced.
We have since submitted a formal complaint to AENA, the Spanish airport operator, requesting an investigation into the airport processing and security delays.
I respectfully request that Vueling reconsider its decision and reimburse the additional €315 as a fair and reasonable resolution.
I would appreciate a detailed response addressing the specific circumstances rather than simply referring to the standard boarding deadline.
I can provide booking confirmations, payment receipts, photographs and previous correspondence upon request.
Thank you for your consideration.
