MyTrip
reviews and complaints

Order number: LEDQNI, Booking references: Flight: MUBTRP
we want our money back, airlines cancelled the tickets, they said full amount of money was refunded to Mytrip, Mytrip is not responding to phone calls or email despite long hours of waiting in the queue.

This money is months of work and savings and efforts and we will not accept to be taken illegally. Its a nightmare for us and total frustration.

In August, I bought a ticket for a two-direction flight from Israel to Portugal, reservation number LBOE0K, for the 16th of December 2021 to the 6th of January 2022. Due to the current situation, I bought Cancellation Guarantee and Flex Ticket.
On the 13th of December 2021, Mytrip informed me that my return flight had been canceled by the company. As such, I would have to, incomprehensible, pay 30 pounds within 5 days to accept the change to the return flight schedule. The penalty for not doing so would be my ticket being considered a "no-show" (despite the fact that I technically had no flight back ad the company had canceled it). Giving in to the threat, I paid the say 30 pounds and the flight was rescheduled.
I flew to Portugal but, unfortunately, due to the COVID situation, I was forced to fly back earlier. I could not reschedule this flight since, despite having paid for a Flexible Ticket, it seems like I can only move my scheduled flight either to three days earlier or later. Since I had paid Cancellation Guarantee, I requested a refund only for the second flight.
I called Mytrip and after a long time waiting in line, I was told that I cannot ask for a refund because I accepted the change to my second flight. This was incomprehensible to be. There must be, for sure, a mistake here, I thought. 1. I pay for the flight. 2. I am cohersed into paying 30 pounds to reschedule it because the company canceled the flight or otherwise incur in loosing the ticket and the money if I do not accept the alteration; 3. The alteration is done and, without any warning (either by mail or by phone), my Cancellation Policy, for which I paid 25 pounds upon ticket purchase, is revoked/annulled/god knows what. 
After calling a second time, during which I was transferred back and forth so to be avoided and ended up waiting more than an hour to be, supposedly, finally transferred to the right department, I was told that I cannot get a refund because I had already used half of my ticket. Despite telling me that this is clearly stated in the Mytrip page, they did not provide information on where this can be found, despite being asked to, and upon searching for the rules for the Cancellation Guarantee online I could not find such "clear" information. Furthermore, I found that such service is no longer provided by Mytrip.
On top of all, the service provided by the agents was very poor. They constantly tried to get rid of me by transferring my call to other departments, sometimes the wrong departments, which then placed me on hold for hours. I did not manage to get any valuable information by calling the company.

I rang mytrip on 20 Dec 2021 following an email from Etihad about the flight schedule changes. Mytrip agent attended the call after 1 hour 50 minutes waiting time. I spoke to the "Mytrip" agent who gave me his name "Chinamy" and when I asked his last name, he said it is "D" which I found it suspicious. Our flight layover time have been changed from 3 hour to 20 hours and when I requested the change of date for the similar duration flight, I have been told to pay the taxes. I am eligible for free changes as confirmed by the Etihad airline. I did not even ask for the refund. I reminded him about the EU regulation 261/2004, but staff said mytrip has their own policy. I have recorded everything. Here is the audio ink:
https://www.dropbox.com/s/fhkaux54gopr3ev/MYTRIP.mp3?dl=0

Good Day,

I reached out to customer service team for over 20 times. The customer service is appalling, they send you from pillar to post with no resolution. I have also reached out to the customer relation before for a complaint! No Help! I have added the Premium support package as a result of the long wait and I realized that I am still on hold for hours to reach someone who end up dumping the call somewhere else!

I definitely need to pursue an Alternative Dispute Resolution. I have 3 tickets with two order numbers:

LDKAXP:
1- Pending change to flight number EK202 for outbound flight
2- Changing/rescheduling flights based on airline cancelation
LENPTG: (Omar Elkomy - Relationship : Brother)
1- Pending Alteration of the canceled flights

Compensation:
1- I have made multiple attempts to reach the US customer service number with no help. As a result I ended up having to make international call to the Canadian number. (FEE TO BE COMPENSATED approximately $150)
2- Compensation for the aggravation, loss of time and impacted available flights as a service unprovided that was paid for in addition to changed prices in case I have to cancel the flight and lost revenue from money paid to a service unprovided! ($5000 Compensation)
3- Compensation for the Premium support service that I received no Service from! ($22)

This is an official complaint and I require immediate response and channel for pursuing legal actions if solution can't be provided!

This was the email sent to their complaint team! not response not help no customer service! still awating help!

The worst service EVER HAD. 2 hours on waiting line every time, to speak to somebody in india telling you, we will come back to you as soon as possible.

Which they didnt! I bought a cancellation policy, provided medical certificate and all what required, inquired several times on the status and they still did Not act, they are making me lose ​my money.

Please avoid booking with them

Date of incident: 5th March 2020
Booking Reference No: L2YSTQ
In February 2020, my father had to fly out to the UK for a funeral. Flight was booked via MyTrip.
Unfortunately, the airline between Edinburgh-London went under (Flybe), on the day my father was due to fly back to South Africa. When we contacted MyTrip, they offered no help, or solution. We contacted Virgin and they advised that as the booking had been done through MyTrip, they would need to assist.
We are still waiting for MyTrip responding to these calls.
I had to book another flight for my father to get back to South Africa, through another airline.
We have spoken to Virgin, and they have reimbursed MyTrip for the cost of the flight back to South Africa, however that's where it ends. Proof of this has been emailed through to me, by Virgin.
They have not reimbursed my father and he had to outlay a further £500 to get back home.
As you have been refunded, I expect these monies to be deposited back into my father's bank account.

I had a flight booking with you for 28th October confirmation number L9DQLU Locator flight number YWOQFH

I cancelled on the 5th October due to travel restrictions and I am still waiting for my refund I have contacted the airlines who told me it is your responsibility to refund the money as the original booking was done by you, I can no longer get on your website to check the status.

Both Luftghansa and United Airlines have told me to contact you and as I cannot even speak to anyone on the phone, I am getting very frustrated and feel I am just getting the runaround.

The total amount of my refund is 671.36 euro if I do not have a satisfactory response soon I will be making a complaint to the aviation authorities and will take the matter further

Looking forward to your reply

Mrs P Gray

This company is a scam. If you are considering changing your ticket or applying for a refund, you MUST NOT!

I booked flights on mytrip for me and three of my family members to fly to Japan with ANA Japan airline. The airline changed the time of departure of one of the flights, I feared that the time for transferring to next flight be too short and therefore I called mytrip only to ask if refund is any possible. The operator I spoked to replied that he'll ask the airline and will get back to me with a reply in 5 days. A few days later, I suddenly see this email from mytrip saying that my flight tickets are canceled. I immediately called the customer service and they say they'll get some one call me back in 24h.

Of course I didn't get the call back so I call them and they confirmed that it was their doing that they cancelled my tickets by mistake. I told them I want the tickets back then a lady operator says it was impossible because the seats for the same flights are no more available... She proposed me another flight adding the fact that I'll have to pay for the fare difference! (I thought I'll have a heart attack!)
From this point on, I repeated about 30times that it was not me who cancelled the tickets but them so why I'd have to pay a penny for the new tickets. After 40minutes of conversation, she finally said that they'll need 5 days to get an authorisation from ANA Japan airline for rebooking and they'll pay for the fare differences except for a service fee (OMG, they are crazy! Am I the only one to think it is me who should be paid for them wasting my time and energy?)

I didn't get the call after 5 days. So I call them again and a very nice lady says I need to wait another 5days. I'm already guessing that this is a pretext to prolong the waiting time until the day before departure and they'll say they didn't manage to rebook the flight...

So this long story short, NEVER NEVER NEVER use MYTRIP. The biggest scam ever.

81.52 euros has been refunded by the airline and you say the money has not arrived and now there is a 60 euros fee for that, when I have personally contacted the airline. Date: 08/10/2021. QY2HMM. The airline has sent the money on 15/10. I want to raise a complain for that and get my full amount of mone back as Mytrip has done absolutely nothing.

Concerning three flights booked:

L7P625, Booking references: Flight: DWMBVH
L7P6EK, Booking references: Flight: AJRI7D
L7P6C8, Booking references: Flight: FFVLSS

I had Flexible Ticket and COVID-19 insurance
AU$ 34.30
Seat reservations $34 for all three tickets.

I would like a full refund please as the airline Jetstar have told me several times they have refunded the money to you so I dont understand how it can take this long

8 May 2021 - I ordered a one way flight for one person from Inverness to Riga on L7U56Z on 28th July 2021, flying via Amsterdam. Cost UKP 156.99.
14 June 21 - I received an email notifying a change of itinerary. I paid a £30 handling fee to MyTrip for rebooking.
20 June 21 - MyTrip sent an email that reconfirmed the original itinerary.
26 July 21 - After receiving a check-in reminder from KLM, it became apparent that the itinerary MyTrip had in fact organized entailed a missed connection at Amsterdam. I requested a refund and was told that they would deal with this with the airlines. I was told I'd be contacted to confirm this within a few hours.
27 July 21 - After this failed to happen, I phoned again and confirmed my wish to cancel and was informed that they would handle this with the airlines.
After my return from Riga on 11 August, I submitted a complaint using their online form (the only option available) but have had no response from this, despite their undertaking to deal with requests in 4 working days.

Subsequent attempts to get in touch have been unsuccessful as the website's complaint box was disabled or unavailable (as they'd failed to register my complaint); and their refund phone line was no longer accepting calls. I wrote to them at their Sweden address on 6th September 2021 but have received no reply.

Our Qantas flight was canceled. Qantas confirmed this in writing to MyTrip. Qantas returned the money to MyTrip. MyTrip confirmed they have the money. Yet it's been over 5 months and every call or email I make gets the same response… we are processing it! MyTrip is unlawfully withholding my refund money and has no reason to not be releasing the funds. No returns call backs and this has taken far too long to resolve. All I am asking for is my money to be returned. Never ever book through this company!

I booked a Thailand flight for the new year but decided to change it to next March 2022 on my own accord. I had to pay 256 extra ( even though flights was cheaper) It didn't work out from the prices they said with charges but hey ho I accepted it... booking was confirmed then they kept emailing me saying I will have to pay another 150 I ignored email's as booking was confirmed ( flights with Singapore airlines)

Mytrip just called me saying they want another 157 pounds but will refund me 149 pounds as I paid too much and give me covid policy. I declined and said I just want my refund. Now I have an email saying they have cancelled it.
Where do I stand I have paid 1566 in total for two flights with Singapore airlines but through them :(

I booked a ticket today on Kiwi via Mytrip. They took the money from my card and only send me a ticket confirmation which is not valid, my flight does not exist anywhere like I never booked it. Kiwi does not show me that I have booked anything. I do not know what is going on, is it fraud?

I booked a flight on 25 Aug 2021 from Izmir/Turkey to London/UK leaving on 08 Oct 2021 via Turkish Airlines Anadolu Jet. Because of the vague situation due to covid-19 travel restrictions I bought refundable tickets for my family and paid more.

Two weeks later I received an e-mail from Turkish Airlines that states the flight was cancelled. I called Turkish Airlines customer service and I was told that I could get a refund but since I booked via MyTrip.com I must request through MyTrip.com.

Then I opened MyTrip.com, ridiculously there were no manage my bookings option, no online cancellation, no live chat, no working call service nothing. The only way to cancel your bookings and request a refund was to send an e-mail to them, so I sent it.

10 days later I got an e-mail saying that they would start my refund process but it would take time and they would deduct a 30GBP assistance fee from my refund.

I replied to them saying this deduction is not acceptable as I already bought refundable tickets. 12 days later they replied that they charge this fee to assist me and can not process the refund without deducting our assisted fee.

I've replied to them saying I don't need your assistance, I already bought a refundable ticket from you so please cancel my booking and refund my money.

It's been 11 days, I have not heard anything from them yet and there is no refund as well.

On 20/01/2020 I made the purchase of a trip to Thailand to be held on May 30, 2020 by the company MyTrip. Taking into account the pandemic situation due to the Covid 19 virus on 04/04/2020 I received an email from MyTrip warning me that my flight could be affected and that I had two options: a voucher with the value of the trip so I could travel again or if I had already received help from the airline. In other words, in reality I only had one option, the voucher. With this information, on 04/05/2020 I asked the agency about my options and if I could get the money back if I didn't make the trip. To this request for information the agency's response on 04/06/2020 was to resend the email again citing the same two options (voucher or already had help with my reservation). Without a response from the agency, I then turned to the airline that informed me that until that date the flights were scheduled to operate normally. After receiving several more emails asking me to make a choice regarding my trip (voucher or already helped) and taking into account that with one month of preparation and the current situation of the pandemic it would not be possible to make the trip in a safe way, on 04/23/2020 I opted for the voucher accepting the conditions that had been given to me by the agency (the trip would have to be made by both passengers and until February of the following year). Still having doubts about the situation on 04/24/2020 and 05/18/2020 I asked the airline for help mentioning that I had opted for the voucher by the agency and what would be the conditions to travel again or receive a refund to which the company answered both times that the refund would have to be given by the agency. On 08/13/2020 after almost 4 months of having chosen the voucher I received by email the conditions of the voucher from the agency (where nowhere is it mentioned that I would no longer be entitled to a refund). With the progress of the pandemic and changes in my personal and professional life I realized that it will be impossible for me to make this trip since until now (almost a year after the supposed departure date) there is still no expected date to travel again safely for tourism purposes. As such, on 12/18/2020 I contact the agency again to request a refund for my trip. On 2/13/2021 I finally receive a response from the agency informing me that my trip has not yet been cancelled (when the flights never took place due to the pandemic) and that I could cancel the trip and receive a partial refund if the airline granted me an exception. So I contacted the airline with whom I communicated until 19/02/2021 and who proved to me that it was the agency that cancelled the flights (without informing me) before these were cancelled by the airline which invalidates any refund from them and again informs me that the refund is the responsibility of the agency. Taking this into account, on 02/23/2021 the agency informs me that the reason I can't have the refund after all is that I chose a voucher when this was my only option from the beginning and more than once I questioned whether I could receive the money even though I had the voucher which was never answered or informed in any email or terms and conditions. This would have to be communicated to me before I agreed to the voucher. As such I made a call to the agency on 02/23/2021 and after almost an hour without any answer or concrete evidence they told me that they will pass the case to the financial department and that I would receive an answer by 02/26/2021. As of today, 06/03/2021 I still have not received any further response from the agency. I would like to have my money refunded or at least a voucher with a more extended deadline since the one that was given to us expires on 31st of December 2021 and until June 2021 it was almost impossible to travel so e only have 6months to reschedule the trip. And of course the fault is with the travel agency Mytrip because they have canceled our flights in our name without our permission and without informing us that they would do that.
Email and phone communications in attachments 1 to 17.

I initially bought 2 x flights for my partner and from SYD to OOL (going to Byron Bay) for 24th June through MyTrip. We also bought COVID insurance with the tickets. The borders were closed abruptly on the 24th of June due to the COVID pandemic and we were no longer allowed to travel more than 5km from our home, so could no longer fly or even get to the airport. It was impossible to get hold of MyTrip during the time and in the following days, which is quite understandable. So I sent my first email on the same day that we received the border closure news, the 23rd of June requesting a refund for the flights as I had checked our insurance and the airline directly, that this was an option.

Following this, and going back and forth many times, the consistent response of MyTrip has been to have a credit to rebook or lose all the money, as a refund isn't an option. As the flight is between different borders, I didn't (and don't) want to hold on to rebooking as we may not be able to use it for a year (or more) in which case could expire and would prefer to have the money back. I contacted the Airline directly once again that confirmed via email on the 19th of July that I could have a refund. I forwarded that to the customer service team at MyTrip... to be sent the literal exact same email template stating that I could only have a credit and that they couldn't give me a refund due to the airline rules... despite having an email directly from the airline on the contrary.

I tried to raise a complaint about this through the MyTrip website, to be sent a slight variation in the same email template. The latest email I have received stated that I could cancel my flights and for me to confirm the cancellation, but I wouldn't get a refund. I have just called the MyTrip call center for assistance today to resolve this... with the person giving me the same spiel, for me to forward the Airline email that I received confirming the refund *again* to the MyTrip team, so that they can 'investigate' whether I'm eligible or not for a refund and whether it has been within the 'right' timeframe; if they deem this so, they will be taking an 'admin fee' of $35 for each booking. I guarantee I have done more admin over this, than they have or will be doing.

While I appreciate this event is out of everyone's control, I trusted MyTrip to deal with the situation in a professional way and with integrity. They have completely ignored the policies of the airline, the purchased COVID insurance, and the direct confirmation email from the airline; leading me in circles and wasting a lot of time on energy on something that could have been quite straightforward. It feels as if at no point has anyone read what I have sent/been saying and just choosing the same template over and over, driven by the company goal of keeping as much money as possible. The customer service has truly been terrible.

I have reached out in total, on the 24th and 26th of June, the 19th of July, the 30th of August, the 5th of September, and today the 29th of September, and still not received an adequate response. I no longer trust the company, I don't want to accept a credit for rebooking and want a full refund (minus the cost of the COVID Insurance).

I have having a issue with a travel agent called MyTrip UK. i was searching for a flight in September 2020, to turkey using sky scanner. i was directed to this travel agency Mytrip UK who issued me tickets on Turkish Airlines from London Heathrow to Antalya, with travel date 30Oct 2020.

during that time the UK when into the second Lockdown and all non essential travels where prohibited, and hence we needed a good reason to travel.

after contacting the agency 100s of times, they said that the ticket is non refundable, and that I needed to contact Turkish airlines to authorize a refund.

after contacting Turkish airlines i was asked to create a feedback request on the Turkish airline websites to which they will use to respond back to me by e-mail as requested by the agency to refund my ticket.

Turkish Airline Also did confirm that all tickets are refundable during covid-19 periods, and that the Turkish airline UK office have informed this to all travel agencies, but because the ticket is issued by a travel agent, the travel agent needs to issue the refund from the issuing office.

below is the response i got from the turkish airline and i forwarded it to the Travel agency:
///////////////////////////////////////////////////////////////////////
TK-5303319 #S1-[protected]# Regarding Your Feedback
Yahoo
/
Inbox

noreply.[protected]@thy.com
To:
christopher.[protected]@yahoo.com

Tue, Sep 14 at 10:22 AM

Dear Christopher MONIZ,

First of all, we are sorry for the inconvenience caused.

As per your feedback, we have reached out to our teams in London and they've indicated that they're continuously informing the travel agency that they can refund the ticket. Therefore, we would like you to be informed that you should contact the travel agent from which you have purchased your ticket in relation to your request.

We are always pleased to host you in your future travels.

Sincerely Yours,

Umut A.

Customer Representative

TURKISH AIRLINES INC.

Customer Contact Centre

/////////////////////////////////////////////////////////

after contacting the travel agency I was asked to forward the feedback mail to them and they will process the refund, after sending the mail they are asking me to ask Turkish airlines to add the ticket number and passenger's name on the feedback. even though they have the ticket numbers I don't understand why they need that, but as per the customer agent they mentioned they need this on the feed back to process the refund.
even though the feedback above from Turkish airline is clear and has my name as well.

i then contacted Turkish airline and they are telling me that i need to force the travel agency to process my refund and the agent is telling me why the agency needs the ticket number when they already have this information..

how will i force the agency to refund my ticket and send me back my money.

i appreciate if you can assist me with this issue.

I just checked the company name on the UK Gov website below are the company details:

MY TRIP UK LTD

Company number [protected]

Many thanks for your support

Kind regards
Christopher

Booking no. : ACMRJQ

I ordered 2 flight tickets from MyWay - both of them are "flexible tickets" + "airline collapse cover".
The departing flight was cancelled by the airline, with an alternative flight that didn't fit my needs at all.

My only interest in using the "flexible ticket" service was postponing it to June 2022.
I tried to contact the costumer service for SO MUCH TIME that it summed up in more than 8 hours of waiting on the line and yet without results!

Sometimes it was waiting 1.5 hours till an agent answers - then after few minutes of horrible service with no answers - the call just ended.
Sometimes it was 2+ hours of transferring my call back and forth from one department to the other because no body had an answer for me.
And one time i was on the line for 3 HOURS(!) because i just had to get an answer!, Eventually after 2.5 hours an agent transferred my call to his supervisor. That guy just transferred my call to a different department once again, and guess what happend at the moment they answered? THEY HANG UP THE PHONE!

The only thing i wanted is to use my flexible ticket (available only by phone) to a specific month on 2022.

But now, after all this shaming i dealt with, plus the flight cancellation - the only thing i want a deserve is A REFUND.
Even if they change me the ticket to a date that i want after all, I still DONT want to use this ticket because the costumer service is horrible. I wont ever order through this "company" again and would definitely NOT recommend it.

I want to get a refund without alternatives since MyTrip is unreliable, unresponsive, unprofessional and do not care about their customers and they're money.

Beware people - this seems like a fraud.

Can you really call it "costumer service"?

*Added photo proof of waiting 3 hours on the line.

Order number is L5W5MG (booked in November 2020). I booked flights from Copenhagen to Stockholm and Stockholm to Ostersund (booking no. K53DU9) and return trip (booking number K4U3RG) for £663.77, flights would have been in March 2021.

On 5th January 2021 I received an email which says (direct quote) 'Unfortunately the airline has cancelled the flights DY4062 from Osterund to Stockholm. We have been in contact with the airline to ask for alternatives but unfortunately they have no flights they can offer you. Therefore we have to cancel the whole booking and give full refund for the whole ticket to you (including the confirmed flights in the booking). '

I responded to this email, as requested, to confirm that I had received this information. Since one leg of the trip was cancelled by the airline, I was unable to travel. Once the travel dates passed, to my knowledge it would not have been possible to travel so I did not try to make other arrangements, and simply did not make the trip.

Since then (Jan 2020) I have received several emails from Mytrip with conflicting information, vague and confusing and with no clear answer on how much I will be refunded and when. Recent emails have suggested that I was the one to request cancellation (I was not) and the booking is still showing when I log in to MyTrip, even though it has long since passed! I would understand if I didn't get a refund for the full amount, according to the airline's policy (the flights were not the same provider and not all were cancelled by the airline) but I just want to know how much I will be refunded and when.

I have tried calling the UK customer service number, and get no answer. I have written multiple emails explaining the situation and trying to get a clear answer and some action, and I either get no response or a completely non-sensical reply. To add salt to the wound, I get an automated survey everytime I email, asking me to rate their service!

I have now read some reviews online and discover that this is a disreputable company who just rips customers off and takes no responsibility whatsoever. Terrible customer service. I really regret booking via Mytrip and will never make this mistake again!