Complaint: Worst customer service

on 11 March 2022 about Mytrip.com in category Travel

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My complaint:

I booked flights with Mytrip.com for April, to fly with WizzAir. Over the end of Feb I got a notification from the airline (WizzAir) and from Mytrip.com themselves saying that the return flight had been changed. However the new flight I was allocated to was at a time that I couldn’t do. According to WizzAir website, for changes or cancellations, customers need to get in touch with the agency so they can do it on customer’s behalf.

On the 2nd of March I contacted them via email (I never got a response to this) and via phone, in order to see what my alternatives were. I was on hold for almost an hour until someone finally answered. They said they were not qualified to process any rescheduling because this had to be done by a different customer service representative. They promised I would receive a call within one or two hours to reschedule my flight.
That call never came.

The day after I called again. After another hour on the waiting line again, someone answered and offered an alternative flight. Unfortunately I couldn’t take this one so I decided to cancel this leg of my trip. This person told me that they weren’t able to cancel, as this had to be done by the customer directly at the airline’s website. The minute I hung up, I tried to do it but I very soon realised they had lied to me: any modifications or cancellations need to be done by the agency that booked in my behalf, as WizzAir’s website clearly said.

Every since that day I have sent multiple emails but of course they haven’t replied to any of them. I then got in touch with Skyscanner (search engine which had led me to Mytrip) and I finally got my first answer after Skyscanner had intervened.

Their answer was very vague and it doesn’t offer any solution, it simply says they will get in touch in order to reschedule my flight, which is not what I need to do. As a customer I feel hopeless and completely at Mytrip’s mercy because they are:

1. Not replying to me or reading my emails
2. Delaying the cancellation and refund of my flight

This is the lowest standard of customer service I have ever experienced with any company. It is insulting to customers.

Suggested solution:

1. They should process the cancellation of my return flight
2. They should issue a refund for my trip

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