I have booked a flight with a connection in Madrid on February 1st with mytrip.com, and the airline was Iberia. In addition, I paid 25e to be able to have some flexibility with my tickets given the corona context.
A few days before the planned flight, the part of the traject from Amsterdam to Madrid was cancelled and then postponed to 3rd of February, while the Madrid-Dakar flight was maintained for February 1. I am going to Dakar for work, and really needed to be there on February 2nd.
Rebooking the first flight (Amsterdam-Madrid) for the 3rd of February did not make any sense since I still had to take my flight from Madrid to Dakar on the 1st. There was no good alternative allowing me to arrive in time and with enough time to change for the connection with Iberia, and I realized that the only way was for me to book another flight from Amsterdam to Madrid (with a different company) was to cancel the first part of the trip and maintain the second part (this was key as I had been granted a special and exceptional authorization from the Senegalese embassy to enter Dakar, and the authorization mentioned the exact flight number of Madrid to Dakar and the date).
However, mytrip.com did not provide me any support and after waiting hours and hours to reach them(the line usually cut in the middle of the waiting or I was redirected and had to wait >30mn), they told me to contact the airline. However, the airline instructed me several times that the process was for mytrip.com to contact the airline themselves. I was stuck in between two poor customer services, but in the end mytrip.com recognized that the process had changed and that it was their responsibility to contact the airline and ask for the permission of the first part of the flight to be cancelled (and refunded). After hours of complaining on the phone, they told me that they would contact Iberia themselves within 24h and get back to me to confirm that the first part of the flight was cancelled and that the second part was maintained. After 24 hours, I still had heard nothing back and decided to call mytrip.com again. They informed me that "they had not managed to reach out to the airline" which is very surprising given that I had managed to contact them several times on the same day. After insisting and explaining the whole story again, they accepted to try to call them and to call me back within the next hour. Again, I didn't hear anything back from them and had to reach out again. Again, they tried to push things on me/the airline after finally accepting to contact the airline themselves (I told them I would stay on the line in the meanwhile since I knew that they wouldn't stick to their promises). They finally told me that it was ok to cancel the first flight on the 3rd and maintain the second part of the flight on the 1st, but that I wouldn't be refunded?!!! This is really a case of abusive customer service, not to say fraudulent. I am very much intending to be compensated the 25e I had to pay to have a flexible flight (no proper alternative was available to go to Madrid - which is not so far from Amsterdam within 48h?!) AS WELL AS the price for the Amsterdam-Madrid flight. Also, given the time and energy spent with them, I am actually expecting an additional voucher as a commercial gesture. I hope that this request will find a better and faster response than their usual customer service.