Hoja de Quejars (Complaints Book)
Apr 28th 2018, 8:58 pm
#1
Forum Regular
Thread Starter
Joined: Jun 2011
Location: Fuengirola
Posts: 87
Hoja de Quejars (Complaints Book)
I have an ongoing complaint against Iberia regarding a three day delay in my suitcase arriving at my destination.
I completed their Official Complaints form on 4th January.
4th March I asked about progress. They asked for 3 more details ( 2 of which were on the complaint form).
13th of April I asked about progress and reminded them that it was now more than 3 months since the complaint was lodged with them and that they had the 3 extra pieces of information they requested at the beginning of March.
I received a reply minutes later stating they had received my communication correctly and they were ANALYSING my e mail (sent minutes before) and would give a solution in 21 WORKING days. That would be the 12th of May.
I sent an immediate response saying that was not good enough and that I had expected a solution by now and that if they did not provide a solution to my complaint within 10 working days I would take my complaint to another authority.
Normally they respond immediately...this time they have not responded at all.
My next step is to take all my documentation to their desk at Malaga airport and complete the Offical Complaints Book there and presumably the Dept of Consumer Affairs would take up the case.
Can anyone advise me on completing the Complaints Book if I would have to take the documents to the Consumers Office in Malaga (having completed it at Malaga Airport) or if i could submit it to my local Consumers Office in Fuengirola?
Many Thanks for any/all help and advice given.
I completed their Official Complaints form on 4th January.
4th March I asked about progress. They asked for 3 more details ( 2 of which were on the complaint form).
13th of April I asked about progress and reminded them that it was now more than 3 months since the complaint was lodged with them and that they had the 3 extra pieces of information they requested at the beginning of March.
I received a reply minutes later stating they had received my communication correctly and they were ANALYSING my e mail (sent minutes before) and would give a solution in 21 WORKING days. That would be the 12th of May.
I sent an immediate response saying that was not good enough and that I had expected a solution by now and that if they did not provide a solution to my complaint within 10 working days I would take my complaint to another authority.
Normally they respond immediately...this time they have not responded at all.
My next step is to take all my documentation to their desk at Malaga airport and complete the Offical Complaints Book there and presumably the Dept of Consumer Affairs would take up the case.
Can anyone advise me on completing the Complaints Book if I would have to take the documents to the Consumers Office in Malaga (having completed it at Malaga Airport) or if i could submit it to my local Consumers Office in Fuengirola?
Many Thanks for any/all help and advice given.
Apr 29th 2018, 4:42 pm
#2
Forum Regular
Joined: May 2017
Posts: 256
Re: Hoja de Quejars (Complaints Book)
Try the European Air Authorities website can't remember the exact name. We used it when there was a delay in paying out compensation for a flight
Apr 29th 2018, 8:39 pm
#3
Forum Regular
Thread Starter
Joined: Jun 2011
Location: Fuengirola
Posts: 87
Re: Hoja de Quejars (Complaints Book)
OK Thanks for that . I will look it up.
