Crooks and fraudsters bought a £12 flight to Rio from Sao Paulo plus £12.95 for flexible travel dates. I now due to Covid can not go, so tried to change my dates but was told by customer services I could do this but mus pay £37 penalty, so I asked for a refund but was told It was possible but it would take 12 months, hung up. Called back again to ask why when I had paid for Flexi dates I had to pay, was told this time I must pay a £19 penalty, we are getting somewhere the price is going down, but could not get a refund as it was the airline's policy, hung up. So I decided to check the policy in the Opodo email I was sent which had a link to the insurance firm's website, the link is broken surprise, suprise, plus the telephone given is not recognized. Called Opodo a 3rd time and asked again why I must pay a penalty for something that is not my fault and I had paid for Flexi dates. This time I was told I had bought insurance not Flexi date even though the letter I receive said Flexi dates and nothing about insurance. She apologized again and again bla bla bla and said she under bla bla bla stood and told me I must pay £24.95 penalty, bad news the price is going up again. Then I can go to the insurance company who will reimburse me, the insurance company that you cannot get in contact with and when you find the websit its in Italian, even more confusion. They seem to continually shirk responsibility and just try and con more money out of me because I was offered another flight deal with flexi dates which I would have to pay for of course. At this point I was losing it and sked is this company procedure to put people through all this agonising frustration I will just give up and Opodo can be happy tey have conned another innocent victim out of mony, this is fraud, Opodo are crooks. So I can change my flight but pay penaltys, I can not get a refund for something I have not used and they refuse to refund me the price of my flexi dates. I was given the telephone number of the insurance company to call to discuss my policy and make a claim so I called the number and, now this gets better, she had given me the number of The Financial Ombudsman Service. Heres what the website says, The Financial Ombudsman Service is a free and easy-to-use service that settles complaints between consumers and businesses that provide financial services. We resolve disputes fairly and impartially, and have the power to put things right. So I have a feeling this whole thing is a scam, Opodo and all their staff know it and their policy and procedure is to try and tie you up in knots so you just give up. At the end of the day Its £24.95 I have lostand the lesson is only book with Opodo if you are certain you are going and don't pay for extra's or flexi tickets because they are a scam and its not the poor call centre staff in India but the fat greedy Opodo directors who know they can scam the litle people and get away with it because these people like me use Opodo because I am on a low income and don't have the money or time to fight all I can say yo the Greedy money grabbing direcors is shame on you, but believe in kama because you will get you just desserts.