Aer Lingus flights from Toronto to London Gatwick Airport (YTO - LGW)

Underpricer is a terrible organization that inserted itself as a “travel agent” simply by way of me booking on kayak. Never would I have willing assented to using underpricer. Further, we had a problem whereby two duplicate one-way flights from Dublin were inadvertently booked for me and my wife, stemming from a family emergency. My wife’s sister / my sister in law had a brain tumor and immediate surgery to remove it, which obviously impacted our previously planned travel arrangements. I tried to cancel the flight due to the extenuating circumstances. Underpricer said canceling was not possible, but a credit would be possible for the exact same flight - one way from Dublin - to be used in one year from the original flight date. I asked if it would be possible to make the credit a general credit to any participating AerLingus airport destination, which would allow more flexibility than having to go back to Ireland within a year. In order to pursue the credit, Underpricer requested documentary proof regarding my sister in laws brain tumor, which we gave them. Underpricer then asked us to document our relationship to the patient - so I gave them my marriage certificate to evidence my wife and her sister having the same last name. Underpricer asked for further proof, so we gave them copies of my passport, my wife’s passport, and my sister in laws passport. All of these hoops to jump through for Underpricer, with sporadic communication on their part throughout, only for them to say 3 days before the original booking that no credit was available - not even the one they originally offered. They said my only option was to pick a date within the next year to move the flight to - and of course to make that change, they charged me an additional $350 fee just to make that change. What a pathetic, fraudulent organization. Kayak should be embarrassed to be associated with Underpricer and should cease that relationship immediately. And for AerLingus, who only Underpricer could talk to regarding the booking (I was not permitted) to not understand our family’s situation and just stand by blanket policy that no credit is permitted, is equally disappointing.

I didn’t happen, my seat was given away because even though my bag was checked through to Dublin apparently the previous airline didn’t check me in. Even when I asked specifically at check in they said I and my luggage we both checked all the way through.