Omio Cancellation And Refund Process Shouldn't Be This Difficult!

I booked a Sky Express flight from Thessaloniki (SKG) to Athens (ATH) for 21 March 2026 through Omio on 24 November 2025. While booking, I specifically chose and paid extra for the “Sky Joy +” package, which clearly states that the ticket can be cancelled with a 45 € fee and the rest refunded. I later decided to cancel my trip well before the flight date, and wanted to use the right that was presented as part of the package. When I contacted Omio to cancel, they informed me that the ticket is non‑cancellable through Omio and that I had to cancel directly with Sky Express. According to Omio, Omio’s own receipt covers only 15.80 €, and the remaining 90.20 € was charged directly by Sky Express; cancellation should be handled by the airline. Afterwards, I contacted Sky Express via their online form and received a reply from the call center ([email protected]) stating that Sky Express cannot cancel the reservation because it was booked through a travel agency and that I should contact the agency. When I informed the representative of Omio’s answer, I received a very impolite reply saying: “Hello again, there is a department of SKY express that assists travel agents( commercial department), if your agency does not know how to assist you, they should contact them.” As a result, Omio tells me to cancel with Sky Express, Sky Express tells me to cancel with the agency, and I am unable to use the cancellation option that I paid extra for in the “Sky Joy +” package. I live in Turkey and paid for this booking by credit card, and I am ready to share all my booking references, PNR, and order numbers so that my reservation can be easily located. I request that the cancellation conditions of the “Sky Joy +” package be applied as promised, my ticket be cancelled with the stated 45 € fee, and the remaining amount be refunded to my original payment method. In addition, I expect clarification of the responsibilities between Omio and Sky Express so that customers are not left in this kind of loop in the future, and I would appreciate an apology for the dismissive and impolite response I received.