Mytrip.com complaint: Terrible Customer Service and Misleading Online Information

Hi, I am writing to you today to make a formal complaint. I followed the guidelines on the website but much to my surprise when you look for the ‘complaints’ section of the terms and conditions for travel with this company, the section doesn’t exist.

I am an extremely unhappy customer who is very much considering taking this to the media as i know i am not the only person who has experienced this issue with your company being completely and utterly useless

I booked a flight from Athens to Newcastle with MYTRIP and the airline cancelled my booking. I call your customer service line to notify them of this and they said okay, that they would cancel the booking and initiate the refund process but i would incur a charge which was never previously mentioned during the booking process. They said that I would be able to view and track my cancellation and refund online.

I go to log in later and this is not the case, it still says my booking is active. I spend 90mins in a que to speak to someone again and they say the same thing, they will process the cancellation and escalate it to the refund team and that ill be able to view this online. I get off the call and try for several days but the booking still says it is active online

I call for a third time, and wait a further 40mins to speak with someone for them to give me word for word the same response. Refund is processing and is awaiting ation and i should be able to view this online. I once again get off the call to this and it still again for the third time says the booking is still active.

I call a fourth time, waiting another 45mins to speak with someone. He tells me my booking has not been cancelled and there is no refund currently processing, indicating the three people prior lied and failed to do their job which is absolutely disgusting. He says hes now initiated this process and i should be able to see this on my account, thankfully finally this has happened.

So why did those three people tell me they processed the cancellation and escalated the refund when they did not? As a customer i shouldn’t have to wait over 3 hours to speak to different people from your company only for them to fail to do their job. I am absolutely disgusted and dumbfounded as to how these people are still in work or even how your company is still operating given the same complaints i’ve seen online.

Also important to mention is that your company website is inaccurate. If you want to make a complaint it says you can do so by selecting ‘complaints’ within the travel terms and conditions but when you go to this page the complaints tab doesnt exist. There is nowhere on this website to make a complaint so in essence your company has completely mislead its customers.

In lieu of your teams failure to do their job, and misleading information on the website i would like to request that the administration fee be waived. The three team members who lied to me were Mousumaisha, Amit Pndy and Gnashree.