Solicitud de ruta alternativa denegada por Gotogate — vuelo BCN-DOH-DPS julio 2026

Estimados/as señores/as: Tenía contratado un viaje en avión desde el aeropuerto de Barcelona (BCN) al de Bali (DPS) con escala en Doha (DOH), con salida a las 16:35 horas del día 15 del mes de julio de 2026, con un coste abonado a través de Gotogate (reserva nº 1106-980-580, referencia aérea XMN6OO). Dicho importe fue abonado mediante tarjeta. Aporto la documentación de la reserva de dicho viaje. En las condiciones y términos de la contratación, y conforme a la política oficial de flexibilidad publicada por Qatar Airways en su web para reservas con fecha de viaje entre el 28 de febrero y el 15 de septiembre de 2026, el pasajero tiene derecho a cambios de fecha y ruta gratuitos. Asimismo, el Reglamento (CE) 261/2004, artículo 8, establece el derecho irrenunciable a transporte alternativo en caso de riesgo de cancelación desde aeropuerto de la UE. Antes de la salida he intentado hacer un cambio de ruta para evitar la escala en Doha, dado el advisory oficial de la EASA sobre el espacio aéreo de Qatar confirmado el 24 de abril de 2026, y no he podido porque Gotogate ha cerrado el chat sin resolver la incidencia alegando que la aerolínea no acepta cambios, y Qatar Airways me remite de vuelta al agente al tratarse de una reserva de terceros. Aporto capturas de la conversación con Gotogate donde admiten explícitamente tener capacidad de contactar con la aerolínea pero deciden no hacerlo, así como el itinerario de la reserva. SOLICITO el cambio de ruta para evitar la escala en Doha (DOH), con destino a Bali (DPS) en fechas equivalentes y sin coste adicional, en aplicación de la política de flexibilidad de Qatar Airways y del Reglamento (CE) 261/2004. Sin otro particular, atentamente.

Dear Aitor Berbes Villalba, We are writing in response to your claim regarding your booking 1106-980-580, case reference number14906202. After reviewing the ticket history, we have confirmed that the flights DOH-CGK and CGK-DOH were indeed cancelled by the airline. Please note that while some segments may be operated by partner airlines, the ticketing carrier (the airline that issued the tickets) is Garuda Indonesia, not Qatar Airways. Consequently, we must strictly adhere to the commercial policies and instructions provided by Garuda Indonesia. According to the official instructions from the airline, free rebooking and/or rerouting is subject to the following specific conditions: Issuing Office: The office must be located in Singapore. This condition is met. Flight Status: The flights must be cancelled (status UN), specifically for flights to/from GA843 (SIN–DPS), GA842 (DPS–SIN), or GA823 (SIN–CGK). This condition is not met, as your flights are GA900 and GA901. Ticket Issue Date: Must be on or before April 23, 2026. This condition is met. Travel Dates: Must be between May 11, 2026, and October 24, 2026. This condition is met. Rerouting: The airline explicitly states that rerouting is NOT possible. New Travel Dates: New dates must be within +/- 1 day of the initially scheduled date. This condition is not met, as you are currently requesting a rerouting rather than a rebooking. Based on these requirements, we are currently unable to assist you with a change of route as it directly contradicts the carrier's policy. However, we have contacted the airline to request a clarification and to see if an exception for rebooking or rerouting can be granted in your specific case. Should the airline provide authorization for such an exception, we will proceed with your request accordingly. Sincerely, Magda Customer Legal Escalations Specialist www.etraveligroup.com Etraveli Group, Dragarbrunnsgatan 46, P.O Box 1340, S-751 43 Uppsala, Sweden On Thu, 30 Apr 2026 at 13:15, reclamar@ocu.org wrote:

Dear Mr. Aitor, We received response from the airline. Please be informed that the airline offers only the option of refund, and not rerouting. Unfortunately, we cannot assist you with rebooking and/or rerouting for this booking. If you wish to proceed with refund, please let us know. -- Best regards, Magda Customer Legal Escalations Specialist www.etraveligroup.com Etraveli Group, Dragarbrunnsgatan 46, P.O Box 1340, S-751 43 Uppsala, Sweden On Thu, 14 May 2026 at 18:17, Customer Relations customer.relations@etraveligroup.com wrote: Dear Aitor Berbes Villalba, We are writing in response to your claim regarding your booking 1106-980-580, case reference number14906202. After reviewing the ticket history, we have confirmed that the flights DOH-CGK and CGK-DOH were indeed cancelled by the airline. Please note that while some segments may be operated by partner airlines, the ticketing carrier (the airline that issued the tickets) is Garuda Indonesia, not Qatar Airways. Consequently, we must strictly adhere to the commercial policies and instructions provided by Garuda Indonesia. According to the official instructions from the airline, free rebooking and/or rerouting is subject to the following specific conditions: Issuing Office: The office must be located in Singapore. This condition is met. Flight Status: The flights must be cancelled (status UN), specifically for flights to/from GA843 (SIN–DPS), GA842 (DPS–SIN), or GA823 (SIN–CGK). This condition is not met, as your flights are GA900 and GA901. Ticket Issue Date: Must be on or before April 23, 2026. This condition is met. Travel Dates: Must be between May 11, 2026, and October 24, 2026. This condition is met. Rerouting: The airline explicitly states that rerouting is NOT possible. New Travel Dates: New dates must be within +/- 1 day of the initially scheduled date. This condition is not met, as you are currently requesting a rerouting rather than a rebooking. Based on these requirements, we are currently unable to assist you with a change of route as it directly contradicts the carrier's policy. However, we have contacted the airline to request a clarification and to see if an exception for rebooking or rerouting can be granted in your specific case. Should the airline provide authorization for such an exception, we will proceed with your request accordingly. Sincerely, Magda Customer Legal Escalations Specialist www.etraveligroup.com Etraveli Group, Dragarbrunnsgatan 46, P.O Box 1340, S-751 43 Uppsala, Sweden

Dear Magda, Thank you for your response and for confirming that flights GA901 (DOH-CGK) and GA900 (CGK-DOH) have been cancelled by the airline. I wish to formally inform you that I do NOT accept a refund as the only option. Under Article 8 of EU Regulation (EC) 261/2004, in the event of a flight cancellation, the passenger has the right to choose between a full refund OR re-routing to their final destination under comparable transport conditions. This right of choice belongs exclusively to the passenger — the airline cannot unilaterally impose a refund-only option. As our outbound journey originates at Barcelona (BCN), an EU airport, this Regulation applies in full regardless of the nationality of the operating carrier. I therefore formally exercise my right to RE-ROUTING to our final destination of Bali (DPS) under comparable conditions and at no additional cost, on dates as close as possible to our original travel dates (around 15 July and 1 August 2026). Please proceed accordingly and provide available alternative routing options. Yours sincerely, Aitor Berbes Villalba Booking ref: 1106-980-580 / XMN6OO OCU case ref: 14906202

Dear Mr. Aitor, We agree with you completely, however, we cannot proceed with re-routing unless are authorized by the airline. We contacted again the airline to insist on a resolution regarding the re-routing. As soon as we have the airline's reply, we will proceed accordingly. -- Best regards, Magda Customer Legal Escalations Specialist www.etraveligroup.com Etraveli Group, Dragarbrunnsgatan 46, P.O Box 1340, S-751 43 Uppsala, Sweden On Fri, 15 May 2026 at 20:45, reclamar@ocu.org wrote:

Dear Magda, Thank you for your response and for agreeing with my position. However, given the urgency of this situation — our departure is on 15 July 2026 and alternative flights are becoming increasingly expensive and unavailable — I need a resolution by this Friday 22 May 2026 at the latest. If no resolution is provided by that date, I will immediately escalate this case to the Agencia Estatal de Seguridad Aérea (AESA), the Spanish enforcement body for EU Regulation (EC) 261/2004, and request urgent intervention. I will also seek legal advice regarding compensation for any additional costs incurred as a result of this delay. I trust you will understand the urgency and act accordingly. Yours sincerely, Aitor Berbes Villalba Booking ref: 1106-980-580 / XMN6OO OCU case ref: 14906202