I am submitting a formal complaint regarding the unacceptable management of my recent trip booked through the platform. What I experienced was not only unprofessional but also showed a blatant disregard for customers’ time, money, and basic rights. I purchased two connecting tickets from one city to another: • First leg • Second leg The first train was set to arrive at 15:12, but due to delays, it arrived at 15:30. This left me with only eight minutes to reach the other side of the station with luggage. Despite rushing through the entire station, aided by security who prioritized me in the lines, it was physically impossible to get to the second train on time. I reached the platform at 15:37, just one minute before departure, but the staff still refused to open the doors, claiming I “should have been there two minutes earlier.” Due to this clear scheduling failure for which the platform is entirely responsible, I had to buy two new tickets for myself and my partner, costing 405 euros. I experienced unnecessary stress, financial loss, and a complete lack of respect from staff who ignored the situation, despite my having all the documentation and screenshots proving the delay. The customer service has since denied my request for a refund, even though the facts are indisputable. As a frequent traveler who spends significantly, I have never faced such negligence from a major service provider. This is not a misunderstanding; it is a failure of service and feels like outright mistreatment of customers. I demand immediate action and a full refund. If this issue is not resolved, I will have no choice but to escalate it through public reviews and legal channels. Shame on the platform for such unprofessional behavior.
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