We booked a flight (MU9640 from Chiang Mai to Kunming) through Agoda for May 24, 2025. To our shock, when we arrived at the airport around 7:30 AM, we found out the flight had been cancelled — without any prior notice or warning.We are a family of four traveling with a baby. We woke up at 6:00 AM to catch this flight because our baby cannot tolerate overnight travel. This was part of a carefully planned itinerary to ensure a smooth connection to Chengdu. However, due to Agoda’s failure to inform us, our entire day turned into chaos.Despite having a correct email on file and checking our inbox and spam folders, we received no cancellation notice whatsoever. Even when checking the Agoda app at the airport, the flight was still listed as “On Time.”With no choice, we had to rebook onto a later flight (MU9620 at 16:20). It was pouring rain in Chiang Mai that day, so we couldn’t even leave the airport. We had to wait at the terminal for nearly 9 hours, with a crying, overtired baby, exhausted and anxious.We finally landed in Kunming, then boarded our connecting flight to Chengdu, arriving at 21:35. By the time we reached our hotel, it was already 11 PM. It was a 17-hour travel nightmare for our whole family — mentally, physically, and emotionally draining.After reaching out to Agoda, they offered only USD 51.29 in AgodaCash, which expires in 6 months and is restricted in use. This is a completely inadequate gesture, considering the severe inconvenience and Agoda’s direct failure in communication.Agoda cannot simply blame the airline. Agoda is the booking platform — we booked through you and expected you to be responsible for informing us of any flight disruptions. You failed that basic responsibility.This experience has shattered our trust in Agoda. We will not be using this platform again for international travel — especially when traveling with children.
