Open Letter to Air Europa

As you all know, we thoroughly enjoyed our trip to Spain.  From beginning to end, it was a fantastic adventure.  Unfortunately, there was one negative: the plane ride home.  This motivated us to write a letter to our airline, Air Europa:

To Whom It May Concern:

I just completed a round trip flight on Air Europa from John F. Kennedy Airport in New York to Barajas Airpot in Madrid.  The airline confirmation number for it is XXXXXX and the booking reservation number is XXXXXX. The first flight, UX092, on Thursday, May 6^th went perfectly smoothly.  My girlfriend and I were very happy with the service on the flight and everything associated with it.

However, the return flight, UX091, on Monday, May 17^th, did not go as pleasantly.  We had booked our seats, 9G and 9H, several months in advance.  When we boarded the plane, unfortunately, we found our seats to not be in proper working order.  The TV’s in front of both of our seats did not work and were apparently the only ones on the whole plane that did not.  We immediately informed the flight attendant of this and she said that it would not be possible to fix it during the flight.  With such a long flight ahead of us, having this TV for watching movies was something we wanted, and expected with the price we paid for the flight.

The flight attendant then moved us to the absolute last row in the plane, even though plenty of other seats were available.  She said that was the only other place we could go.  With this, we lost our window view.  In addition, we were stuck right between the two bathrooms where we had to smell an odor through the whole flight and listen to toilets flushing and doors slamming every few minutes.  People were leaning over us the whole time while they waited to use the bathroom.  When the flight reached the point where the lights went out to allow everyone to sleep, our lights were forced to stay on in this location.

I feel this was completely unacceptable.  We paid a lot of money for these tickets and booked them in advance to be able to get an optimal seat on the flight.  Then, due to us having faulty seats and the flight attendant moving us to the back of the plane, we were forced to suffer through the entire length of the flight.

Due to this, I feel a refund is something we are entitled to.  Our total airfare was $XXXX.XX.  Since this only pertains to the return flight, I am asking you to refund us half this amount at $XXX.XX.  This seems to be the fairest solution to address our discomfort on this voyage.

If you would like to discuss this in more detail, I can be reached at XXX-XXX-XXXX or at xxxxxxxx@gmail.com.

Sincerely,

Matthew Rosenfeld


UPDATE: We have resolved the issue.  Please click here to see what the final resolution was.