I booked flights from Sydney to Japan through BYOjet. The itinerary included a connecting flight in Shanghai with a 4.5-hour layover. A day later, I discovered that the connecting flight departed from a different airport (Hongqiao International), located about an hour away from the arrival airport (Pudong International). Considering immigration checks and travel time, making this connection was clearly impossible. I immediately called customer care to cancel the booking. The agent confirmed that the tickets had not yet been booked with the airline (these third-party sites often take bookings first and purchase tickets later). Despite this, she classified my request as a voluntary cancellation and insisted I pay a $250 AUD fee. She also claimed BYOjet has “no control” over the flight information shown on their website, as it comes from the airlines. How can a company not be accountable for information it displays and sells on its own platform? I asked her to escalate this to China Eastern so future customers aren’t caught in the same trap, but she was unhelpful and offered no alternative other than paying the fee. Pathetic service from BYOjet. Never booking through a third-party site again. The only reason I booked with them was because China Eastern airline was not accepting my card.