My complaint:

Dear all, We booked a vacation for 9 persons to Alicante.We are a dutch familly of 4 (inc baby)and the other friends, familly of for with 2 little kids as well are planning to join us. they are from GB but because of theire work stay in Dubai, because of this distance and 4 little kids traveling along, it was decided to take the aupair with them . The nice vacation could start then. But One of the travellers (Grace, aupair) did not got the required visum to travel along, because we are not spanish they told us, the familly who the au pair travel with is not a schengen member! we coundnt even guess for this answere.what was ment to be more help, got us in headache and took alot of our time arranging things. the travel plans for her are paid by us all. We are disppointed but can not accept the antipathie of your airline toward your custumers (us), becaue we applied on time and could not see this coming( when we called the embassy and told thenm the situation they told us to make an appointment and apply , so we did. Any ways, we offered different kind of solutions: we asked to be able to hold her sit to use it for the baby and his bagage or the other solution we offered was to be able to use the booked sit for extra bagage because of the bagage traveling (or as a checked in bagage by example telling us that we could take 2 check in bagage instead), or cancle and at least get some of the money back to use This restitute to buy our selfs a bit more comfort on this flight. It actually shocked us that none of this solutions where possible . Even an alternative where not offered. the most disappointment was the fact that your employee explained this by telling we are a budget airline so what do you expect was the message. well we expect a good deal , that goes for the price but as well as a good customer relationship. which seems to be lost by this manner. there can not be a price named for a good customer management relationship, which by these kinds of attitude or answeres are put in stake. We believe where is a will it should be a solution (way) and an intergrated attitude or understanding will promotes your cause and ours!. So we challange you buy meeting us somewhere in a middel and grant us with more understanding. we insure you it will be a investment in a long term relationship instead of disappointment.

sincerely and awaiting for a solution,
kind regards
Sepideh Pouwels

Desired solution:

zie boven

sympathieke benadering en uitzondering maken zal al flink wat zijn we hebben verschillende redelijke opties voorgelegd
lieft de zit te mogen gebruiken voor de baby en 1koffer kosteloos extra inchecken.