I booked 2flight tickets through an online travel agency, Gotogate.com (searched in Kayak and it direct me to this agency website). After the tickets were booked, there was no e ticket & confirmation# provided. All I got was the order # from the agency. I checked the order# in the airline websites, no result was generated. Tried to call the company, but there was only a UK phone # and an email listed in their website at that time (unfortunately, I didn’t print the screen shot). I worried this maybe a scam. I called my credit card company to cancel the payment 2 hours after the booking. My credit card company told me they would block the transaction and reissue me a new card. At the same time, I sent the merchant an email telling them that I could not find any info related to the booking. I asked if the booking has been canceled because I wanted to cancel the booking. I received no human response. A system generated email was sent to me about European personal data protection and asked me to click the link and consent. I worried the link is a scam. I didn’t click it. The next few days, I kept checking on the merchant and airline websites (JetBlue & Azores Airline), there was no result found. I waited a few days, I still didn’t get a response from the merchant. On the 8th day of my booking, I went back to the email, clicked the link and consent then it said I would receive a response in 5 or 6 days . On the 9th day of my booking, I checked the airline website and saw the itinerary. I also noted that the merchant’s website showed the local phone#. I immediately called the merchant and told the Rep I wanted to cancel the flight tickets and asked for a full refund. Since there was no US phone# listed in their website, I initiated the cancellation through email on the same day of my reservation. The merchant stated that my tickets are non refundable. They can cancel the reservation, but I will not get my money back. I stated that I asked about the cancellation within the same day of the booking, but they failed to provide me an answer. Then the Rep told me to contact the airlines for an auth# and explain to the airlines that there were technical issues on their website which caused my delay on the cancellation. He said the company will credit me back once I obtain the auth#. I told the Rep, he should call because I made the reservation through them. The Rep insisted I have to call the airlines. I chatted online with the Rep at Azores Airline regarding the cancellation of my reservation. The airline Rep stated that the tickets were booked through the online travel agency, they would not deal with me, they only deal with the agency. I immediately called the merchant and advised them to contact the Airline. This time the merchant’s Rep stated that I have passed their 3 days cancellation window. I told the Rep that I inquired the cancellation within an hour after the reservation by email. The Rep stated that due to high volume of emails, they cannot answer emails right away and I should have called the UK phone#. I questioned the Rep that I made the reservation through the US website, but there was no US phone in their website at that time, why would I have to make an international call? The Rep said the company based in UK; therefore, I should contact UK. She said they would not contact the airline on behalf of the customers even they are the agents and she is not allowed to contact the airlines because of internal restrictions. She stated I have to call the Airlines. After talking to two Reps, I didn’t get any help or resolution. I emailed the Azores airline for help and explained to the airline that the travel agency refused to get involved. The airline responded that they could not do anything. The airline policy requires the travel agency to contact the airline if the reservation is made with the travel agency. I also emailed the merchant regarding this issue on 11/8/2019, but I have not received any response. I have tried to resolve this issue on my own because the credit card company will come after me if they cannot collect the money from the merchant. I hope you can look into this and help me to get a full refund of $1,543.25 from Gotogate. Thank you.