Mytrip Refuses Free Ticket Change Despite Etihad Flight Schedule Change

I purchased a ticket through Mytrip for my Etihad Airways flight scheduled for January 7, 2026, at 2:00 p.m. I received an email from the airline informing me that the flight time had changed and that I was therefore eligible to change or cancel my ticket free of charge. However, despite contacting Mytrip customer service multiple times through both the call center and in-app messaging, I was told that I would need to pay an additional fee to change my ticket and that the standard ticket rules still applied. Even though I clearly stated that the airline was offering a free change, no assistance was provided. Additionally, there is no Turkish-language customer support available.

I have been dealing with this issue for approximately 15 days, and being asked to pay the full ticket price has only increased my hardship. I am expecting an official explanation from Mytrip.