We booked our trip through your website, booking: 518265953, to Budapest Hungary for March 26th, 2023. Final destination Heviz 200km!!!Cost: €2308.00 for 2 people. Here is the description of what happened to us: Today, April 20th, 2023, we would like to complain about our booked trip and the transfer. Because our flight LH1334/LH1336 with Lufthansa was delayed by over 3 hours, we missed our airport transfer that we booked through you. In addition, we were still waiting for our suitcases and according to the information they hadn't arrived yet. We were also not helped to organize another transfer. We had to get a driver/taxi to drive us, which cost us 275 EUR / 96100 HUF. We have already paid you the transfer costs of over €300. These have now been incurred twice for us (transfer costs already paid + new transfer costs). We are very upset that the transfer was no longer there or that we were not offered another option. We tried to reach her by phone to no avail. Otherwise the entire stay no longer makes sense for us. We hope and therefore rely on your support, even if delayed. We expect compensation of €750 by crediting us with the double transfer costs incurred and a discount for the stay in Heviz (other costs that have arisen and will arise as a result) to our account. These costs were incurred due to the delay of the flight and the customer service we needed from you at that moment. We refrain from using a voucher. For us, only a timely compensation makes sense, but since we no longer have any money because the transfer had to be paid twice, we urgently ask for compensation so that this spa stay at least makes sense for us for the rest of the period. Otherwise, your stay may have to be canceled entirely! After we described everything to them by email and called, Ms. Lautenschlenger contacted us and transferred us €200.00 in compensation. Our answer to this: "Thanks for the quick clarification, but we do not agree with the sum of €200.00 because we would have to take tax for €275.00 (the receipt is already with you), although we have already paid in advance for the transfer , and wasn't picked up at Budapest airport, that's not even a third of that! We will only accept a refund of €500.00. Please clarify quickly on your part, as we are practically in dire straits here. My cell phone number, as well as my email address, is there hasn't changed for years. It was common knowledge that the plane was late, the driver could announce himself and take us to Heviz at a later time, that's no reason to let us down. You don't have to wait 3 hours, that's what it's for Information announced at the airport, that's not our problem either! Your employees Mr. Wildanov called me today, proof that I still have the same cell phone number. We couldn't reach you yesterday either. 24 hour service isn't right. Kind regards, Fam Romanenko" After that, Ms. Lautenschlenger blamed only us for 2 days: we entered the wrong phone number when booking; we only called the wrong phone number; all numbers were not busy, possibly because of Sunday March 26th, 23rd; 2 We didn't want to take days to answer the 15 emails and waste any more of our vacation time. That's why we turned to other customers who might want to book with sanatoriums. It's better not to do that, otherwise you'll just be left out on the street in a foreign country Forgotten!!!Afterwards blamed and not adequately compensated!!!! Kind regards, Romanenko family
