Turna.com Ignores Flight Cancellation For 4 Passengers

I am writing to report a serious lack of support and unprofessional behavior from Turna.com regarding my booking for 4 passengers. Our flight MU2361 with China Eastern Airlines on March 15, 2026, was officially cancelled by the airline due to operational reasons, and I have an official “Certification of flight cancellation” from the carrier. Despite contacting Turna.com more than 10 times, the situation has not progressed. I submitted a reissue request on their website over a week ago, exactly as they instructed, but I have received no response. In Live Chat, agents repeatedly told me that a reissue offer would be sent to my email within 15 minutes; this promise was made three times, and nothing was ever sent. When I ask for a request number or a clear timeline for resolution, the support team ignores my questions and provides no concrete information. As an intermediary, Turna.com is failing its basic obligations to assist passengers in an involuntary change situation. We are four people whose travel plans are now at risk solely because of Turna.com’s lack of action and communication. I demand an immediate response and a confirmed alternative flight (reissue) for all passengers, without additional cost, so that our travel plans can proceed as intended. I will not withdraw this complaint until a valid and documented solution is provided. Booking details: PNR: 9SHK5A Airline: China Eastern Airlines