KRALENDIJK – The Fundashon Tienda pa Konsumidó Boneriano (FTPKB) has filed a complaint against airline Z Air with the Human Environment and Transport Inspectorate (ILT).

The complaint concerns a passenger traveling to Aruba who arrived at the Z Air counter without having completed the required digital Embarkation-Disembarkation (ED) form. This form is mandated by Aruba’s immigration authorities to allow passengers to board flights to the island.

When the passenger was unable or unwilling to complete the form, they opted to change their destination to Curaçao. Z Air charged the passenger an $80 fee for this change. Acting on behalf of the passenger, FTPKB filed a complaint with Z Air. The airline responded, stating that passengers are responsible for completing the ED form and referred to Aruba’s ED website, where information is reportedly available in Dutch.

“It’s crucial for airlines to provide information in clear, understandable languages, especially in the Caribbean Netherlands where Papiamentu and Dutch are official languages,” said Giovanna Frans, director of FTPKB. Frans criticized Z Air for offering information only in English and Spanish on their website, without including Papiamentu or Dutch.

Passenger’s Choice

In response to ABC Online Media, Z Air’s management stated they disagree with FTPKB’s complaint. The airline pointed out that Aruba’s aviation authority can impose fines if passengers are allowed to travel without the required form. Additionally, passengers must pay an entry fee to Aruba, information that Z Air claims is clearly stated on its tickets.

“The passenger in question deliberately chose not to travel to Aruba but instead to Curaçao. They were informed of the associated costs and agreed to them,” Z Air stated.

The airline also notes that the passenger was given the option to complete the form at the counter or to travel to Aruba at a later time without additional charges once their paperwork was in order. The passenger declined these options. Z Air maintains that it acted correctly and fairly in this case.