We booked a connecting flight through a platform, not realizing the involvement of a third-party service until late in the process. The unexpected additional charge was surprising, as it wasn't made clear initially. Our main concern was the short connection time suggested. After booking, we discovered we had only one hour for our family of four to navigate security, collect luggage, and check in again. While this might work for a solo traveler with hand luggage, it was impractical for us. Fearing we would be stranded, we attempted to cancel our flights within 24 hours. The airline was accommodating and issued full refunds, but the response from the third-party service was disappointing. They did not acknowledge a cooling-off period and refused to refund their service charge, despite the issues originating from their end. Their reply simply quoted vague terms and conditions. We felt misled as customers; although we completed the booking, a reasonable cooling-off period should have been offered. We expect this review will prompt a standard response reiterating their terms, but it misses our point. Good customer service would have shown understanding and flexibility, neither of which we received. We will avoid this service in the future.
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Dohop is helping people find the best connecting flights to minimise the cost of travel. Our revolutionary self-connect solutions have allowed people to get to their destination in the fastest and cheapest way. More recently, we’ve been successfully powering airlines and airports from around the globe to do the same.
