Hi, just call them up and request the Booking number they have used with the airline and they have to provide it, then request that they release the booking to the airline. If they do, you can deal with the airline directly, if they do not, the airline cannot do anything until the email with the release note is sent. Be firm and request a solution, do not accept a "NO" for an answer and do not pay any additional fee with them because the likelihood for this to occur again is VERY HIGH. In my case they changed one of the connections making it earlier than the landing, arriving at the airport at 5:50 pm and leaving at 4:30pm which was physically impossible to achieve (not to say ridiculous). They did it twice hence my advise. Good luck and never book with them again.