Estonian Air Criticized for Changing Ticket Terms Retroactively
Estonian Air has reportedly retroactively changed the terms of tourist class flights on October 1 or later, eliciting disapproval from the Consumer Protection Board.
Estonian Air said on Tuesday that it would divide tourist class customers into three price categories according to carry-on baggage and catering services. The changes will affect plane tickets that were purchased before August 28 for flights that depart on or after October 1.
“The previous on board conception, where every passenger in short-distance flights was given a roll and passengers for long-distance flights were given a sandwich is not sustainable at the current expense level,” Estonian Air spokeswoman Ilona Eskelinen told Postimees.
Customers told the newspaper that Estonian Air had notified them that they would have to pay extra for catering, although they had already paid for it when they purchased their tickets.
Clients have the option of getting a full refund, but it is difficult to refund a planned family vacation. “The agency certainly does not approve of Estonian Air's retroactively changing conditions and the case in question could be a misleading and dishonest sales tactic,” said Consumer Protection Board spokeswoman Siiri Erala.
Spokeswoman Eskelinen said the airline will try to work out disagreements with customers in the coming days. “We will try to approach each client individually and as flexibly as possible,” she said.