Upon arriving at the airport with my family travel tickets purchased from SunExpress, we were informed at the check-in counter that the flight was overbooked. We were offered €100 per person and accommodation for the night, along with a transfer to the next day's flight. We agreed, as did 18 other passengers. They gave us a paper with a customer number and told us to call in two days. When we contacted customer service, they said they would take our IBAN and send the money. They asked us to send our names via email, then transferred us to a hotel for the night and ensured we boarded the next flight the following morning.
Despite calling customer service for a week, they now claim, "we do not offer such a service" and promised to get back to us, but we have received no response. We were left in a difficult situation with children. Along with 18 witnesses, we are considering legal action but want to make one final appeal here for assistance. Please help us resolve this issue.
Kind regards.
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