Review Time
Booked a refundable ticket on Martigo travel to Peru, had to cancel due to state of emergency declared by president. After multiple emails and an international call, Martigo still refused to refund the ticket and in addition wanted to charge me 2120 euros to change the ticket. Took this up with the airline and unfortunately they couldn't assist me as the traveler as the ticket was bought by Martigo
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!
Had a flight booked with martigo which the return flight ended up getting cancelled by the airline but after contacting the whatsapp support i was given mark to try help resolve my issue and within a few days he had the new flight organised and i even got a shorter return flight so id say the support was very up to standard and got it resolved quickly
I recently needed to change my flight through Martigo, and while there was a small hiccup initially, their team handled everything professionally and efficiently. They not only resolved the issue but also provided me with a better solution than my original ticket, which exceeded my expectations!Their customer service was responsive, helpful, and genuinely committed to finding the best outcome for me. In the end, I was very happy with the experience and would definitely use Martigo again for future bookings. Highly recommend!
This site has a LOT of mixed reviews. Not only on trustpilot but also by individuals on Reddit and other casual websites. I enjoy leaving a proper review when i feel it's necessary (which isn't often) and i want to share what i found about MartiGo:The site itself is pleasant to go through. Paying for the flight was easy and i didn't have any difficulties. Customer support responds decently fast and there is 24/7 support.I ordered a trip to Bali through MartiGo. It was a good deal but unfortunately i wouldn't be able to go so i had to cancel it.Buying the flight: I read about people not even receiving an itinerary or confirmation. This was not the case in my experience. I received a confirmation right away and an itinerary the day after. I contacted the airlines that were arranging my flights as well to confirm that my reservation has reached them too. They did. I asked this because i read about someone receiving their itinerary but it not being confirmed by other airlines. I experienced no issues ordering my flight nor contacting customer support. Customer support was very helpful and fast. I don't know what happened with the other people and their bad experiences with their customer support staff.Cancelling the flight:Here is where the missing star comes in. I read on the website that, against a service fee of 25 bucks, i can cancel my flight. I was looking out for this since it wasn't sure if i can make the flight yet.Again i had no issue contacting support. I was able to do this via phone call, email, and whatsapp (i used all of them haha)They told me at first that it was gonna cost about 200 bucks in fees to cancel my flight.. i was quite surprised by this and told them this also. After mentioning it, i received a response to my mail saying that, because of a change in times for my flights, im eligable for a full refund. I thought i had the cancellation fees covered but i guess i missed something? So be careful and look for some kind of coverage for cancellations. I recommend contacting support via whatsapp or email before ordering your flight. I will still ask about an explanation for the 200 bucks in fees and will update the review accordingly
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