The service cancelled my flights and rebooked me to new times that I did not accept. Under EU Regulation 261/2004 (Article 8), passengers have the right to a full refund. Despite this, the support team repeatedly refused to assist, claiming they “cannot help” simply because the ticket was booked through a travel agency. This is incorrect under EU law—the operating air carrier is responsible for the refund, no matter where the ticket was purchased. I referenced EU261 and established consumer practices, but customer service continued to repeat internal “procedures” instead of complying with the regulation. A very disappointing experience. Passengers should be informed that the service seems to deny statutory refund rights for bookings made via an agent.
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