My complaint:
I bought a flight from JFK to Honolulu with Hawaiian Airlines through MyTrip on March 22, 2020. My husband and I live in the United Kingdom and on 16th of March my flight from the UK to the US was cancelled and I started contacting both MyTrip and Hawaiian Airlines to cancel this flight from NYC to Honolulu, without success. Understandable, since it was the very first beginning of COVID-19 pandemic.
Following the United States’ announcement on the 18th to close its borders, I kept calling to both MyTrip and Hawaiian Airlines, without success. I also filled the online form saying I was trying to contact MyTrip. Until my flight date I spent an entire week trying to cancel my flight, including more than 3:30 hours on hold on telephone.
I finally got a position from Hawaiian Airlines on April 2020 guaranteeing “a one-time courtesy change and waiver of Change Fee” and assuring they had documented the tickets with their authorisation and as soon as I wanted to rebook them, I should contact directly the travel agency. MyTrip, on the other hand, NEVER answered my online form request for cancelling the booking.
Finally, on September 29, I decided to rebook my tickets and started contacting MyTrip. After being on hold, I started talking to the support however the call was cut off. I called again on the following day and spent 1 hour and 27 minutes trying to rebook this flight.
Before contacting MyTrip, however, I contacted Hawaiian Airlines twice through different official channels – Twitter and Live Chat – to ensure that I was allowed to rebook the flight since it was a no-show situation. Although I had this ation since April 2020 and reaffirmed on September 2020, I decided to once again before contacting MyTrip. However, one day after spending 1:30 hour explaining all the situation and affirming I had the authorisation to rebook my flight, I received an email from MyTrip with the following message: ‘We have received your request that you wish to rebook the flight. As we have checked and you have been marked as no show for the flight, for that reason rebooking will not be possible. If airline informs you otherwise please share screenshot of the email sent by the airline’.
I answered the email on the same day, with all the requested screenshots from the airlines, even though I had asked MyTrip to double check the authorisation – which the airlines guaranteed me they have done – while I was on the line to solve this ASAP. I never heard back from MyTrip, just the same way I never heard back when I tried for more than a week to reach them before my flight took place and was NEVER contacted.
After two weeks without any position from MyTrip even though I had replied the email with all the required screenshots, I sent an extra proof that Hawaiian Airlines has authorised the rebooking of my tickets without any waiver. Still hasn’t hear from them, apart from replying my review on Trustpilot, where they just contradicted themselves since they wrote:
We would like to inform you that any changecancellation can only be processed according to the fare rules of the airline company. As an agency, we act as an intermediary; we are bound by the airline’s ticket rules, and we cannot override them.
And it is EXACTLY what I am saying to MyTrip through all possible channels: while Hawaiian Airlines has assured SEVERAL TIMES my right to rebook this flight, MyTrip is not allowing, going against its own rules!
Last but not least, after all these weeks trying to rebook my tickets they have increased £150 each. When I started contacting MyTrip, I wouldn’t have to pay almost anything to rebook them, and now I will have to spend a money that I do not have because of MyTrip incompetence and bad faith.
However, after these fifteen days, the tickets have increased £120 each. When I started contacting MyTrip, I wouldn’t have to pay almost anything to rebook them, and now I will have to spend a money that I do not have because of MyTrip incompetence and bad faith.
Suggested solution:
Rebook my tickets with the original price.
