No valid itinerary and no response in an emergency. HOR-RI-BLE.
Our Barcelona–Shanghai–Tokyo flight was severely disrupted, and Farera’s handling of the situation since then has been absolutely desperate. First, their website displayed an impossible itinerary, with reversed dates and a negative flight duration. Then they offered us an alternative that would make us arrive in Tokyo exactly two days later, causing us to lose prepaid accommodation and a significant part of our trip. We replied accepting that alternative only to avoid losing the proposed seats, while asking for an earlier rerouting. However, we still have not received reissued tickets, clear confirmation of the final itinerary, or any certainty about which flight we are actually booked on. On top of that, China Eastern’s website does not recognize our tickets, either to retrieve the itinerary or to complete check-in. Farera is also failing to respond despite the urgency, while the original flight is still operating. We are not asking to cancel the trip or receive a refund. We are asking for something as basic as having a supervisor review the case, confirm a valid itinerary in writing for both passengers, and issue the tickets correctly. The lack of information, the contradictions, and the complete absence of a response have left us feeling utterly helpless just hours before the trip. The sense of powerlessness is overwhelming.