I had booked a trip through Martigo back in November. During the booking, I had overlooked the fact that one of the legs of my trip was in a different travel class than what I had searched for, which was easy to miss in the current web design and could have been made more obvious, but that is not the main concern of this review. Still, it is the reason why I am not giving the experience a full five stars.However, what gets five stars with distinction from me is the customer service: Several weeks later, the Martigo team informed me that my original flight had been canceled by the operating carrier (RJ). The replacement flight that was offered to me at first did not work for my purposes because I would not have managed to catch a connecting onward flight, after which the Martigo team and I on one side got into a lengthy debate with RJ on the other about what would be an appropriate equivalent replacement flight. Due to RJ's strict rebooking conditions, I was forced to reschedule and settle for an earlier departure than intended.Yet, the Martigo team took every effort to support me and communicate back and forth with RJ on my behalf to find a connection that worked for me. Unfortunately, RJ kept trying to put me onto inferior connections even after I had gone through the trouble of rescheduling my other commitments just so I could depart earlier, which caused me to voice my disappointment about RJ's behavior to the Martigo crew, especially because the fights I wanted to be rebooked on were still being sold online by the involved carriers. I was already prepared to accept the inferior flights at that point, despite how unhappy I was about it. Notwithstanding, the Martigo team undertook one more attempt to cater to my needs and eventually managed to convince RJ to change my booking to the connection I had asked for given the circumstances.I have been involved with various different agents, but all of them were nothing but friendly and helpful. The person who seemed to have been involved with my inquiry the most is Mark, who is an absolute star of customer service all around. Even though I was quite insistent in asking for replacement flights I considered adequate, he always remained patient and committed to making me happy. Keep it up, Martigo!
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