Read the initial assessment issued by the Belgian NCP – 31 August 2016 (French)
On 23 May 2016, M. Edouard Teumagnie (an individual from Cameroun) submitted a specific instance to the NCP of Belgium regarding the activities of the Belgian enterprise Brussels Airlines.
M. Teumagnie stated that Brussels Airlines did not observe the Guidelines during his boarding process at the Douala airport in Cameroun on 17 April 2016. He claims that the company made him pay a penalty fee and made him change the date of his return ticket for exceeding the 90 days stay limit within the Schengen area. He argues that Brussels Airlines staff was rude to him.
Both Brussels Airlines and M. Teumagnie provided additional information to the Belgian NCP. On 4 August 2016, the Belgian NCP met with a representative of Brussels Airlines and received more information about the company and its operations in Cameroun. The representative of the company agreed to apologise for the late answer to the consumer complaint of M. Teumagnie.
On 31 August 2016, the Belgian NCP published its initial assessment (French) closing the specific instance as Brussels Airlines replied to M. Teumagnie on 10 August 2016, answering his questions. The NCP played its role as a facilitator. The NCP recommends that Brussels Airlines improve their process to respond faster to customer complaints and that the company implement due diligence practices.