Thank you for sharing your experience with us and providing your booking details.
One of our agents is going to have a look at your case, contact the airline (if necessary) to ask for an update, and come back to you with further details.
Should you have any further requests, you can follow up by e-mail with our colleagues from Advanced Customer Support team.
We have been informed that you are already in touch with our colleagues from Advanced Customer Support team, and that you have been informed about your query. All the information has been sent by e-mail to the same address you indicated in the purchase process.
We kindly ask you to follow up with them through the e-mail thread that is already opened with the e-mail address used in the booking process.
Thanks and regards