I had to purchase a new flight to get a refund due to a technical issue with the airline's app.

Europe boasts a diverse selection of low-cost airlines offering unique routes and fares much lower than traditional legacy airlines. Some, like Vueling, can even be booked through major airline loyalty programs, allowing you to use transferable points for flights. However, as TPG's senior points and miles writer Katie Genter discovered this spring, Vueling can be challenging to deal with if any problems arise during your travels.

This is the story of a recent Vueling award flight that Katie booked via Iberia, and how TPG's on-call ombudsman, Michelle Couch-Friedman, helped achieve a favorable outcome for her.

How to book a Vueling award flight through Iberia

Following a business trip to New York City, Katie was scheduled to fly to Milan, arriving on March 8 at 8:10 a.m. After exploring options for her Ikon ski pass in Europe, she opted to book an additional flight to Barcelona later that same day. On January 14, she used 4,500 Iberia Avios along with $37.80 in taxes and fees to secure a nonstop Vueling flight from Milan to Barcelona for March 8 at 2 p.m.

Katie typically likes to have an overnight layover between flights, but she thought that nearly six hours between her two connections would suffice. Additionally, her Iberia award for Vueling allowed for one carry-on, one checked bag, and unlimited flight changes thanks to Vueling's TimeFlex feature.

Therefore, she believed she would still be protected even if her transatlantic flight faced significant delays.

A flight rerouted to Canada

As Katie's American Airlines flight departed New York around 6:15 p.m. on March 7, she was frustrated to learn that she would arrive in Milan more than 90 minutes early, which meant less time to rest on the plane. Although she dreaded the projected 6:30 a.m. landing in Milan, at least she'd have ample time to retrieve her luggage before catching her Vueling flight.

However, after falling into a deep sleep, she was jolted awake by the alarming announcement requesting passengers with medical training to press their call button. Realizing she couldn't assist, she tried to go back to sleep, but the announcements persisted, repeatedly asking for those with specific medications in their carry-ons to respond. The flight was already en route, but it was later revealed that they would divert to Canada due to a passenger's medical needs.

The flight touched down in Goose Bay, Newfoundland and Labrador, at 1:30 a.m. local time, with several passengers disembarking. The remaining passengers, including Katie, then waited on the tarmac for over two hours.

While grounded in Goose Bay, uncertain about when their flight would resume, Katie attempted to modify her Vueling reservation for any of several later flights using the Vueling app. Unfortunately, the app directed her to a page stating, "Sorry, you cannot perform the operation at this time. Please try again later."

Just before her flight was set to resume and leave Goose Bay at 3:46 a.m. local time, she messaged her husband (who was asleep in Budapest) to keep trying to change her flight using the Vueling app when he woke up. He had no better luck with the app than she did. Both attempted to call Vueling, but neither could get through to a live agent. He also reached out to Iberia, but they stated they couldn’t modify the award ticket.

By the time the American Airlines flight finally arrived at the gate in Milan just before 3 p.m. local time, Katie's Vueling flight, which had departed around 2 p.m. as planned, was already gone. She collected her checked bag, entered the European Union, and headed to the Vueling check-in counter.

The only agent in the Vueling check-in area informed her that she could only check in passengers and their luggage. She directed Katie to a ticket sales office, where the agent could only offer to sell her a new ticket. When Katie inquired about the price of a new ticket, the agent incorrectly claimed that all airlines were sold out from Milan to Barcelona for the remainder of the day.

Katie found a place to sit down and reevaluate her options. She had used a Hyatt Category 1-7 free night certificate for her stay in Barcelona, arranged a transfer from Barcelona to Andorra the following day, and booked an Airbnb in Andorra. Thus, Katie aimed to reach Barcelona that evening or early the next morning, even if it required purchasing a new flight.

A quick search on Point.me revealed no reasonable award flights available. However, a search on Google Flights showed that the 5:20 p.m. Vueling flight from Milan to Barcelona was still available for purchase, even with only about 90 minutes until departure.

Recognizing this flight as her best chance and uncertain how long Vueling would keep selling it before departure, she grabbed her Capital One Venture X Rewards Credit Card and purchased the last-minute flight for 197.99 euros ($216.82 at the time), knowing she would need to seek reimbursement later if possible.

Missing a connection

When Michelle learned about Katie's situation, she sensed something had gone awry with Vueling. After all, Katie is a digital nomad and knows well how to handle flight cancellations, delays, or diversions. However, Michelle was unsure of the specifics, so she began to investigate.

Generally, if you miss (or are about to miss) a connection on a multi-leg journey through no fault of your own, an airline should automatically and without charge rebook you on the next available flight—provided you purchased your ticket as a single, connected itinerary with the same airline or with multiple carriers that have an interline agreement.

Travelers on this type of itinerary will have a single ticket number and record locator. If a flight delay or cancellation results in a missed connection, the passenger is usually rerouted at no extra cost.

Passengers who book separate flight reservations on a multi-leg journey do not receive the same protections. If a disruption on one leg prevents them from connecting, the next airline in their itinerary is not obligated to rebook them at no charge. Consequently, travelers in this situation often face unexpected fees to reach their destination.

Unfortunately for Katie, she was traveling on two separate itineraries when her transatlantic flight was diverted to Canada. As her plane remained grounded for hours before finally resuming its journey to Italy, she grew increasingly concerned about missing her connection in Italy. However, she had made a booking decision months prior that should have safeguarded her against such risks.

What is TimeFlex on Vueling?

There was both good and bad news for Katie upon learning her nonstop flight from New York to Milan was being diverted. Although she was connecting on two separate tickets through Milan to reach Barcelona, she had wisely booked a TimeFlex flight with Vueling.

Vueling's TimeFlex fares enable passengers to change their flights without incurring penalties, even on the day of their originally scheduled travel. TimeFlex applies only to domestic flights within Spain for bookings made after January 30, 2024. For unlimited flight change flexibility on international journeys, travelers should now choose Fly Grande. However, Katie booked her Vueling flight on January 14, when TimeFlex was still available for international flights.

Naturally, Vueling's TimeFlex fare comes with some limitations:

• Passengers can only switch to a flight that has availability.
• While there’s no additional charge for changing, a fare difference may apply if the new flight costs more than the original.
• The change must be processed through the Vueling app.

This final stipulation of the TimeFlex policy was the source of Katie's difficulties. Regrettably, the app seemed to experience a technical issue for a significant portion of March 8. She provided Michelle with screenshots documenting no less than 12 attempts to reschedule her Vueling flight to a later time that day using the app.

Each time Katie attempted the seemingly straightforward process, she was met with a yellow error screen. Efforts to chat or call Vueling were equally unhelpful. Even at the airport in Milan, Vueling staff were unable to provide assistance. The only option left was to pay a walk-up fare at the airport ticket counter to reach her destination.

Inquiring with Vueling about this passenger's overcharge

Katie and her husband meticulously recorded their attempts to change her flight via the app before departure. Unfortunately, when the app malfunctioned, they found it impossible to connect with a real person at Vueling who could comprehend the issue and had the authority to rectify it.

Desperate to reach Barcelona, she reluctantly purchased a new ticket from Vueling, boarded the flight, and hoped for a refund later. However, even after landing and settling in, she faced similar challenges in contacting anyone at Vueling who could assist her.

Weeks passed with no progress in her attempts to reclaim the additional $217 spent on her last-minute ticket from Vueling, leaving her uncertain about what to do next. After all, if customer service is unreachable, how can one resolve an issue?

Katie reached out to Michelle with her situation. Since Katie had booked her initial Vueling ticket through Iberia, Michelle believed there were two potential paths to recover Katie's funds: either contacting Iberia or Vueling. Sadly, Michelle's previous experiences with Vueling mirrored Katie's, as reaching someone who could assist had proven to be extremely difficult. She hoped Iberia might help expedite the process if Vueling remained unresponsive.

Nevertheless, she sent an email to a contact at Vueling to initiate the process and was pleasantly surprised by a prompt response. After sharing screenshots illustrating the numerous frustrating errors she faced with the Vueling app, Iberia's executive team concluded that Katie had been incorrectly charged the walk-up fare. A spokesperson from Vueling stated:

"Hello Michelle,

We have been reviewing this case with our team, and we will proceed with the refund process.

"We apologize for any inconvenience this may have caused."

Sadly, Vueling's positive news and apology failed to clarify what went wrong or why it took two months — along with an ombudsman's involvement — to resolve this issue. This raises concerns that such a lack of customer service might be typical for this airline. Travelers should take note.

Vueling chose to refund Katie through a wire transfer. On May 11, she provided her bank information via an online chatbot on Vueling's site. By May 16, she saw the wire transfer of $211.23 — roughly $5 less than the original charge from March — appear in her bank account. However, her bank deducted a $15 wire transfer fee, leaving her nearly $20 short of the total amount she should have received.

Avoiding flight cancellation issues

Certainly, flight delays, cancellations, and even diversions are part of the travel experience. The more frequently you fly, the higher the chance you'll face a flight disruption. However, there are strategies to reduce the financial and emotional toll of such incidents.

Consolidate all your flights in a single booking

Whenever possible, arrange your itinerary so that all segments of your flight are included in one reservation. Although booking a series of self-connecting flights may sometimes be cheaper, it sacrifices the assurance of being protected in the event of a disruption.

Travelers should exercise caution when using online booking platforms for multileg trips. Sites like Expedia and Orbitz often secure the lowest rates by crafting itineraries that consist of one-way, self-connecting flights. The reservation codes provided by these agencies may suggest a seamless itinerary, but often, the individual segments aren't actually linked. This can lead to unfortunate surprises if a delay in one leg causes a missed connection, leaving the traveler with no options for rebooking.

Invest in travel insurance

Having a travel insurance policy for your international trips is highly advisable for several reasons. Comprehensive plans often include 24-hour helplines for real-time assistance, meaning if you need help rescheduling a flight or finding a hotel during an unexpected layover, your travel insurance can be a lifesaver.

You can utilize a platform like InsureMyTrip to compare various policies tailored to your needs. Keep in mind that any policy you buy will come with a review period of 10 to 14 days, depending on the insurer. Use this time wisely to read the full policy to ensure it provides the coverage you require.

Think about employing a travel agent

For more intricate travel plans, it’s wise to enlist a travel agent to handle your bookings. A professional travel advisor can offer invaluable insights prior to your journey and will advocate on your behalf if issues arise. In the event of a prolonged flight delay, a seasoned agent can connect with people you might not be able to reach, addressing the situation while you focus on other matters.

Keep detailed records and escalate your complaint

If you're taking the DIY route, be sure to document everything just like Katie did. Capture screenshots, note the names of staff members, and jot down any relevant details—anything that illustrates your issue and supports the outcome you desire. When it's time to elevate your complaint to higher management, having this evidence will be crucial for your case.

If you're struggling to find assistance, Michelle's advocacy group, Consumer Rescue, can be of service. They offer a free tool to help consumers locate executive customer service contacts. Simply provide them with the company's name, and they'll supply you with the name and contact information of a reliable representative who can assist you.

Seek help from TPG

Remember, if you're facing difficulties resolving an issue with an airline, cruise line, credit card, hotel, or car rental company, you have another option. You can reach out for assistance by emailing [email protected] for support.