Air Arabia Cancelled My Flight Without Consent Due to System Error
Our Air Arabia ticket for travel on February 2 at 12:35 AM, including a SAW–SHJ connecting flight, with PNR code 6KHTVA, appears as “cancelled” in the system and has effectively been deleted, even though we made no cancellation request whatsoever. This occurred due to a system freeze and disconnection. While the other separate round-trip tickets we purchased under the same reservation are still active in the system, only the connecting ticket with the 6KHTVA code was cancelled. As a result, our entire vacation plan, accommodation arrangements, and the financial planning we made in coordination with our friends’ tickets have been completely disrupted, causing us serious hardship. We paid $580 USD / 2,173.74 AED for this ticket, and after payment, both the e-ticket and payment receipt were emailed to us.
On Tuesday, December 16 at around 12:40 AM, we noticed this cancellation while checking our reservation. At the same time, we tried calling the Air Arabia Istanbul call center repeatedly, but were unable to reach anyone by phone. In addition, despite sending multiple emails previously, we received no response. The fact that our flight was marked as cancelled due to a system-related error, despite us never requesting a cancellation, is completely unacceptable.
Our request from Air Arabia is that they acknowledge the cancellation of the ticket with PNR code 6KHTVA as a system error and urgently reinstate the ticket in the system under the same date, time, and conditions, without any additional charge. We ask that this issue be resolved as soon as possible and that we be informed in writing regarding the outcome.
