Originally Posted by
jochen_vdk
The commercial sense in that is that the airline sells tickets that can be modified and cheaper tickets that can not be modified. There is also a MCT, which means that this minimum transfer time allows for smooth connections for most of the passengers under normal circumstances. If the MCT is respected and there are no extraordinary conditions, the ticket conditions apply, which means that the airline can change the ticket, but at a fee. Which is exactly what happened.
Customer bought a ticket, feels uncomfortable with the ticket afterwards and expects the airline to change it free of charge... it does not work like that in Europe. It is less customer friendly than for example in the US, but there is a commercial reasoning behind it. The airline offers a cheaper ticket that is restricted, if they don't enforce the restrictions, customers would not buy flexible tickets any more. In the end, the airline thinks it is more interesting to enforce ticket restrictions than do lift them to keep a customer happy.
Yes, i get all that but it has not worked out for the OP or the airline
And i do see the initial problem the OP had with one award ticket & the limited options OP had with a separate paid ticket, end result after the OP raised the issue everyone lost out 🤔
Just where did customer service go ? My businesses, customer first unless-it’s a beyond ridiculous request, good way to retain customers
