I booked flights in and out for two relatives of mine (trip from Sao Paulo to Rome) on January/2020 with Alitalia through FlightFinder.es (travel agency that came out from a screening search on Skyscanner.es). When all companies cancelled their flights due to COVID19 pandemic, I contacted FlightFinder through a chat on their website (they do not have a telephone number or costumer service email address) to claim my money back. They advised I was eligible and so they would open a case with Alitalia (the company my mother was going to travel with) to process this refund. The entire process would take longer than usual which was totally understandable given the current situation.
They informed I would only receive this refund when Alitalia paid them back. I remained patient then and waited for an update. However, I came across an extremely negligent costumer service! They have never contacted me to give any updates. I have been messaging them throughout this last year, but instead, what I have been receiving is a profound silence from costumer service.
I lost 1.453,30 Euros and all I have now is a huge frustration by being completely ignored! It has been six months since I last heard from them and I am still waiting...
My advice is: never buy flights with these kind of travel agencies. Sometimes IT IS WORTH paying a bit more and buying your ticket directly with the airline. You will have better conditions, better consumer service in general. I know sometimes it is a painful process, but believe me, airline companies have a reputation to care about, they do not want their names being dragged to courts so they will struggle to help you out (most of the time).