Thank you for your e-mail of 19th April 2012.We would like to assure you that Czech Airlines strives to ensure its passengers’ satisfaction and we value your trust. We therefore appreciate that you have decided to write to us regarding the cancelled flights and refunded ticket.

A temporary short-term instability occured in the booking and sales systems used by Czech Airlines at the time when you were buying your tickets. During that period of instability, several tickets were unfortunately generated incorrectly. Such tickets cannot be used and Czech Airlines were forced to cancel them. The affected passengers were immediately informed about that procedure, an deeply apologised. In line with our Conditions of Carriage, the amounts paid by the clients for those tickets were or will be fully refunded.The Conditions of Carriage can be found on our website www.czechairlines.com in the section Information for passengers/Preparing for your trip/Conditions of Carriage 2.11 states:

In case that the carrier cannot meet the conditions of carriage according to the contract of carriage or when a passenger requests a voluntary change in any of the conditions of carriage, the carrier is entitled to provide a refund for an unused ticket or its portion.

Taking into consideration all the facts listed in your claim and in line with the applicable rules we are sorry but we cannot accept your request to restore your tickets.

Let us once again apologize for the inconvenience caused and express confidence that your next flight with the Czech Airlines will take place without any trouble.