I am a frequent traveler and have booked flights all over the world, so I believe it is time to speak up about the unnecessary stress and poor transparency some companies impose on customers.
Yesterday, I tried to book a round-trip flight (outbound and inbound) for myself and my daughter with Transavia. The initial price seemed reasonable, so I proceeded with the booking, added baggage, and selected seats where possible. For the inbound flight, I selected the free seat option. For the outbound flight, no free seats were shown, so I decided not to choose a seat at that moment and planned to select it later during check-in, as many travelers normally do.
At no point was I clearly informed that if no seat was selected on one segment, the entire outbound part of the trip could be removed or not registered.This is the key issue: this information was not clearly given to the customer.
I proceeded to payment believing I was booking the full round trip. The payment process was extremely fast, with no proper final review or security confirmation page to carefully verify that both flights were still included before the payment was completed.To my surprise, after payment was processed, I discovered that only the inbound flight had been registered and charged. The outbound flight had disappeared completely.
This is deeply frustrating and unacceptable. If the system removes part of a trip because no seat was selected, then that must be made very clear, explicit, and impossible to miss before payment. A customer should never be left thinking they booked a full journey when in reality only half the trip was confirmed.
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