British Airways Customer Relation Office in Lebanon 1

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  hamdi alkodmani November 4, 2017 at 3:12 am

  My name is Hamdi Al-Kodmani, from Around the World travel agent Damascus – Syria.
  At 26th of October I booked a ticket Madrid – Guatemala – Madrid through the travel agent CTS Travel & Tourism Beirut – Lebanon. Date of travel was 31st of October.
  Ticket info:
  Ticket: Madrid – Guatemala – Madrid
  Dep. Date: 31st of October
  Back Date: 12th of November.
  PNR: FXARFX
  Ticket No.: 125 199 079 8276
  Passenger Name: Kudsialattar/Tarek
  When I booked the ticket, the travel agent who issued infom us the ticket is not refundable if the customer later did not or could not travel, but in case of cancellation and re-booking or re-reservation we can but we have to pay 150 Euro as a penalty, customer approved then we booked the ticket.
  Because the passenger was in Damascus and he had to depart at 29th of October from Damascus to Beirut then from Beirut to Madrid, BUT for apologize and because of the circumstances in Syria he could not cross the Syrian borders to Beirut because of a state of similarity of the names, so he had to go back to the General Directorate of Passports in Damascus to remove the state of similarity of the names mentioned in advance, and this procedure will take at some days which is impossible for me or for the passenger to know, so he has to change his reservation for the booked ticked mentioned above. Then the passenger called me in Damascus asking to cancel the reservation till he finishes the problem and fix with Directorate passport so we can not make new reservation same day this issue, then we (me and the passenger) will arrange a new reservation, and this is what happened on 29th of October (two days before the travel time) I informed the office who issue the tkt to cancel the reservation because of a special situation, WHICH means we did not face NO SHOW case from the passenger.
  But the travel agent surprised us yesterday when we asked to make a new reservation, that we cannot, because we should make a new reservation at the same day of the cancellation, we can not make new resevation in same day due we dodnt when we can fix my problem then I told them BUT when we booked you told us yes in case of cancellation we are able to re-reserve later but we have to pay a penalty of 150 Euro, but you (mean travel agent in Beirut) did not tell me (travel agent in Damascus) that we have to reserve at the same day of the cancellation ,they did not want to cooperate with us, refused and told us that this is the conditions of the ticket, after long argument with them, they did not want to help us, they just wanted to tell us buy a new ticket although I told them and repeated many times, that they never said that we have to change the reservation at the same day of the cancellation.
  I am contacting you hoping that you can help us to solve this issue and allow us to pay the penalty to change the reservation, and not let us be obligated to buy a new ticket which will let the customer lose what he paid for the ticket mentioned above because of a lack and misinformation from the side of the travel agent in Beirut.

  Thank you so much for giving the time to read my message
  Waiting for your appreciated feedback
  Best Regards
  Hamdi Al-Kodmani

  Sent from Outlook

  Sen