I have booked a ticket from Dublin to Sao Paulo trough Sky scanner which has directed me to Travelgenio.
I would travel to Aer Lingus from Dublin to Madrid and then with Iberia from Madrid to Rio and then Latam from Rio to Sao Paulo.
The first flight got over an hour delayed due to weather conditions which was fine. I thought when I arrived in Madrid I would have someone to look after me and put me into another flight, as this was a connection. However when I got into the Iberia customer desk they told me I had to contact my travel agency as they couldn't have sold me a ticket with only one hour connection in Madrid, as such a connection would take 2.5 hours. I contacted Travelgenio, which took me very long to manage to get someone answering my call. The person who ive spoken with told me it was Iberia's fault since they should have had this option available on their website, the person wich whom I was on the phone with told me to pass on my own mobile to the person I was speaking with in Iberia, and obliviously she refused to chat to him on my mobile, what makes sense, as he would have to go trough the right channel, not doing it using my own mobile. The travelgenio customer service agent told me he woul
d look into it and call me later. I told him I was in the airport and had no time to wait. however he guaranteed he would call me back, which he didnt. After 4 hours waiting, not knowing what to do since a new ticjet would cost me €950 euro, and besides it my lugged got lost. I then went to travelgenio website and sent an email, after 1 hour I got a call, expecting to be a return call from that call made 4 hours earlier, but it was not, the person told me I was speaking with the wrong department and they were going to start look into my case from that moment on. Is this my fault, that the call hasn't been transferred to the right department? And this is justify my 4 hours waiting? he also told me he would return my call and never did! And I emphasized I was in the airport for over 5 hours at that stage. But nobody cared, either Travelgenio nor Iberia. The current legislation hasn't been applied, since I meant to receive assistance after 3 hours waiting, as well as food an
d a place to stay whilst the issue wasn't addressed, which didn't happened. I've tried to contact Travelgenio over the phone, but no success, at this stage I was in the airport for 10 hours, when finally they found my luggage. The person from Iberia offered me to pay for a stand by ticket, which I paid €180 euro, as it would be an option to not pay €950 for a full ticket, and also the next available flight if I would have bought in full would be the next day at 23:45. So I paid for it and waited for the flight witch was also at 23:45, which means I was at the airport from 12pm to 23:45 with no assistance. I finally did departure but now I really want Travelgenio to take responsibility for my financial losses and stress caused by their lack of support.