My complaint:
Mytrip informed me that my return flight had been canceled. As such, I would have to, incomprehensible, pay 30 pounds within 5 days to accept the change to the return flight schedule, the penalty for not doing it being my ticket being considered a no-show (despite the fact that I technically had no flight back ad the company had canceled it). Giving in to the threat, I paid the say 30 pounds and the flight was rescheduled.
I flew to Portugal but, unfortunately, due to the COVID situation, I was forced to fly back earlier. I could not reschedule this flight since, despite having paid for a Flexible Ticket, it seems like I can only move my scheduled flight either to three days earlier or later. Since I had paid Cancellation Guarantee, I requested a refund only for the second flight.
I called Mytrip and after a long time waiting in line, I was told that I cannot ask for a refund because I accepted the change to my second flight. This was incomprehensible to be. There must be, for sure, a mistake here, I thought. 1. I pay for the flight. 2. I am COHERSED to pay 30 pounds to reschedule it because the company canceled the flight or otherwise I would incur in loosing the ticket and the money if not accepting the alteration; 3. The alteration is done and, without any warning (either by mail or by phone), my Cancellation Policy, for which I paid 25 pounds upon ticket purchase, is revokedannulledgod knows what.
Upon calling a second time, during which I was transferred back and forth so to be avoided and ended waiting more than an hour to be, supposedly, finally transferred to the right department, I was told that I cannot get a refund because I had already used half of my ticket. Despite telling me that this is clearly stated in the Mytrip page, upon searching for the rules for the Cancellation Guarantee online I could not find such clear information. Furthermore, I found that such service is no longer provided by Mydreams.
The service provided by the agents was very poor. They constantly tried to get rid of me by transferring me to other departments, sometimes the wrong departments, which then placed me on hold for hours. I did not manage to get any valuable information by calling the company. I can only assume that this has to do with the fact that they have no authority, they cannot guide the clients to a supervisor, because of language issues, and most likely to the poor conditions given to these workers (no more than X minutes in the line with the same client; stress; poor payment).
I do not recommend using Mytrip; even EDREAMS, which has let me down in the past, provides a better service. Mytrip COHERSES its clients into paying more for flights cancelled by the companies, TRICKS them into paying for Policies that can be, apparently, revoked as per their will or for which they do not provide the appropriate information (e.g., it is only valid if the cancellation is for the full ticket), and CHEATS them. I will not use Mytrip again.
Suggested solution:
Refund the second half of the ticket; write with all the letters what each product being purchased entails; not coherse their clients into paying for flight changes not requested by the client on the penalty of loosing the flight and the money.
