Mytrip Fails to Honor 24-Hour Free Cancellation Policy

I purchased a ticket through Mytrip for two passengers for the April 7, 2026 Kuala Lumpur (KUL) – Denpasar Bali (DPS) flight (reservation number 1111-612-351). When I realized that I had booked the ticket in the wrong direction, I contacted customer support through the cancellation page within 24 hours to use the “24-hour free cancellation” option stated on your website.

The customer representative created a “rerouting” request for us to correct the mistake. However, they later stated that rerouting is generally not possible. Despite this, the process was prolonged, causing the 24-hour free cancellation window to expire, and afterward I was told that the ticket could no longer be canceled.

If rerouting was not possible from the beginning, this should have been clearly communicated, and I should have been directed to cancel the ticket within the 24-hour period. I contacted you within the allowed timeframe, but due to misleading guidance and delays, the deadline passed, which makes me feel clearly misled.

For these reasons, I request that this incorrectly booked ticket be fully canceled for both passengers and that the full amount I paid be refunded to me without any deductions.