Opodo review: Flexible travel dates package and rebooking my return ticket

"Policy number: [protected] (opodo prime booking number)

Date of return trip - 01 March 2024

Etihad ticket booking reference - N85I75

Name of ticketholder - Janaki Karuppaiah(Myself)

I had booked online a round trip with the promise of an insurance, flexible travel dates service and cancellation with no reason all at extra cost. I bought these services as I thought they will come in handy mainly for the return trip and made the outbound trip. But for the return trip, when I contacted them to see if I could rebook this return trip (which is coming up soon), I was informed that the flexible dates policy is not valid as I had partially travelled the booking! I also learnt the insurance that I paid for was to get a refund if the airline cancels the flight but I am confused because the airline would deal with this anyway, so didn't see why I should have paid for this.

If they wish to be transparent they should convey in bold while booking that these flexible dates and cancellation services are not valid for return trips and are only valid before the first outbound travel and also explain while booking what is the insurance for.

As of now I am having to pay the difference in charges to rebook(which is almost a new flight ticket cost). I was extremely happy while booking that I have a truly flexible ticket and told myself I will use their service for future too (and informed family members too)!

So currently just wondering why I had booked with Opodo rather than going to the airlines direct! Funny enough, their webpage has a link that allows me to rebook for £0 with a statement saying if I pay the additional cost, the insurance company is expected to refund it, ultimately making the rebooking cost £0.

Opodo has refused me the flexible travel dates cover for the return trip by chat and email, while the insurance company Europ Assistance had replied to my email - query on this as follows

"Policy number: [protected] - Request: E24T0191787

Thank you for contacting Europ Assistance.

Please note that your policy does cover the cost of changing the date of your return flight, even if you have already flown the outbound flight, but the change of date must be made by the travel provider Opodo/Edreams or the airline."

I am in a helpless situation because Opodo is outright refusing that this flexible dates service is no more valid as I had made the outbound journey. I am unable to process my rebooking of return trip with Opodo even after the insurance company agrees the cover is valid indeed!

I feel that Opodo is exploiting me as a customer and also coming in the way of exercising my right to flexible dates cover offered by the insurance company which is unacceptable and I am unnecessarily wasting time and energy to find a solution for a situation for which I had already made a payment.

Help please.