Subject: Formal Complaint Regarding Inadequate Treatment and Violation of Passenger Rights – Flights SN Brussels (SN3207 / SN3202)
Dear Customer Service Representatives,
I am writing to you as a passenger on Brussels Airlines flights SN3207 (outbound) and SN3202 (return), both regularly purchased for myself and my son, with departure from Brussels and destination Venice Marco Polo (round trip). Although sold by Brussels Airlines – part of the Lufthansa Group – both flights were operated by Air Baltic.
I hereby wish to file a formal complaint regarding serious service failures and inappropriate treatment on both flights, particularly on the return journey.
Return Flight – Arbitrary Seat Reassignment and Unjustified Threats
Final Consideration – Limited Competition and Service Quality Concerns
...
I would like to conclude with a broader reflection, which I believe is relevant for both customer service and the competent authorities in charge of fair competition and air transport regulation.
Brussels airline, part of the Lufthansa Group (which also controls ITA Airways), appears to operate under near-monopoly conditions on the Brussels–Venice route. This is a key route for European passengers, including families and workers.
During the flight, Baltic air crew member stated that Brussels airline “did not have enough aircraft available,” suggesting poor fleet management and planning. This raises the following concerns:
• If the Luftansa Group lacks sufficient resources, is it appropriate for it to control such a strategic route without meeting minimum reliability and service quality standards?
• The lack of real alternatives on this route undermines passenger freedom and bypasses the principles of fair competition established under EU law.
Should I not receive a satisfactory response within the expected time frame, I reserve the right to submit this case to the relevant European and national authorities.
S.N.
