We booked a flight and hotel through the platform, and our credit card was charged 12,000 euros. The flight was supposed to be direct from Frankfurt to Punta Cana. However, when we arrived in Frankfurt from another country to drop off our luggage for the direct flight, we were informed that our flight had been rescheduled for the following day, connecting through another country instead of going directly to Punta Cana as we had booked. This resulted in losing two days of our holiday, along with money and our patience. When we reached out to customer service, all they could do was provide us with the airline's customer service number. I question why, after paying for both flights and hotel through the platform, I should be left to resolve these issues on my own. Why was I not informed about the flight being rescheduled to the next day? Why was the new flight not direct to Punta Cana? Instead, I had to travel to Madrid first. This level of service is incredibly unprofessional. No one seems to take responsibility for the psychological, stress, and financial impacts caused. If the service cannot be managed properly, perhaps it's time to reconsider your role. Very, very disappointed with the experience!
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