first ticket: 32414366 bus 00.30
second ticket: 39005879 bus 23.30
Mr/Mrs.,
On 24.06.2024 I came to Charleroi airport from Valencia, with a flight. To be sure to be alright, I prepared my way back home before i left, last week, i bought a ticket and insurance to make the trip back from Charleroi to Antwerp without any worry (i thought) as i have a medical condition and a medical bagage also with me for the first time. I also took the extra insurance to make sure to travel without stress. When I arrived it seemed that the after midnight hours get counted as next day already (which could be different from other booking or flight companies websites),
which was not clear to me. In the airplane, i noticed the problem, as the ticket did not appear in my app anymore, so when i landed, close to 23h at night, i went to the office asking to please modify my booking so i would be able to take the bus now (23.30 on the 24th) or at the planned hour (01.30 on 25th), but they said they couldn't do anything there (!) and I had to buy a new ticket for the same day (!!!!) and email you.
I am very disappointed, now that the company re-opened new lines in Belgium, and I took fast usage of it, as it did years back before covid,
that your office couldn't help me to use the booked ticket, as it was STILL (!!) the same day.
This behaviour looks like a money grabbing machine not caring about regular clients and very asocial to let me stand at the airport at night, with the medical stuff i tried to prepare for.
I hoped for you to reimburse me for one ticket at least, for a correct customer experience. But your customer service declined already on
26 jun 2024, 16:26 with a generic mail informing me about the conditions.
The company assumes to act as if it were a low cost airplane carrier. Maybe there is a need to clarify to you, you are a bus-service, mostly with non full buses at those hours. Not high quality buses. Low Cost air companies mostly have good planen and for a plane a ticket can`t be changed, but as a bus company to provide bus tickets so strict, that you cant even use expensive tickets on the same day, with unclear information, and with insurance, for a regular customer, that no help is provided, and no care, I think is extremely short sighted, as if you do not want a good client base.
Worse because of the medical stuff I had to carry.
Please find attached the original ticket and the new ticket. both for 24 of june 2024.
Please reconsider your decision, to provide a better quality of customer service and experience.
