Good afternoon My name is Sara Grazina and I want to complaint about the servisce provided by Mytrip, order numbEr MK86LJ On October 10th 2023, I bought a flight through Mytrip website to and from Craiova (Romania) – Lisbon (Portugal), passing through Barcelona (Spain) the outbound flight was on march 8th and the inbound flight was on march 10th. Because I wasn´t sure of the dates, I booked flexible rate tickets to ensure I could change my flights, if needed, and that the conections were secured by my order. When I knew I could stay in Portugal for one week I tryed to change my flight dates and made several atempts through the chat, the first one on december 7th several times I got the answer that my request had been registered and that I would be contacted by the people in charge of changing bookins to inform me of the choices I had. In 01/02/24, because no one had reached back to me, I called the customer service, having to wait for about 20minutes and was severely misinformed! On this ocasion, the customer service person I talked to, told me that, because my flights had been canceled and that Mytrip didn’t had any other options for me, that I could apply for a refund. I told him that I wanted to do that and was convinced the process was ongoing, that my reservation as a whole had been cancelled and that I would get a refund. As a consequence I booked other flights on different dates. Because no information was available on the Mytrip app regarding my refund and so I tryed again to find out what was happening through the chat on 24/02/2024. For my surprise I found out that:- no refund request had been made- I could only apply for a refund for the flight from the company Wizz Air (Craiova-Barcelona on march 8th number W43757 and Barcelona-Craiova on march 10th number W43758) because the other flights in the order had been confirmed by the companies (Vuelling and Easy Jet).In that same day through the chat I asked then what flight did Mytrip suggested for me to be able to travel on those dates in the same route and the answer was that the people in charge of changing flights would call me or get in touch with me. Since a week has gone by I want to complain for the folowing reasons:- Bad information provided by the telephonic service that led me to booking again the same route and apparently without being entitled to the refund as mentioned by the operator- No solution provided at any point of all my contacts for alternative flights for the same route inspite of the flexible rate ticket that I had- Never did the responsibles for changing the reservations tryed to contact me to solve this problem. I consider that the Mytrip service is ill prepared and that they sold me a flexible rate ticket and then acted in bad faith by not trying to solve my problem. For this reasons I ask for a complete refund. Through the chat I asked to where should I send my complaint to and this was the email provided. If this is not correct please provide me with the right email adress to send my complaint.Best regardsSara Dias Grazina
