I am usually satisfied, grateful and appreciative I have a travel agency working on my trip. However, this time I COULD NOT let this agency fly or get by with what kind of travel plans they have for me. My trip package was to Italy for 14 days from Venice to Florence, to Rome then Napoli (Almalfi coast to Sorrento, and then back to Rome. We gathered up our itinerary and printed out all the train stop tickets from and to our next destinations. The day we were supposed to leave, as we are grabbing our board passes, an hour later, our flight got canceled to the very next day. I understand airlines can get a crazy bit hectic, and a flight delayed is something that noone has control over. We called Exoticca to see if we can somehow speak to their supervisor or someone to at least provide us with a new flight since we have already paid for our 3 days in Venice (flight +hote stays +tours) and since our flight was delayed past 1 day, which means we have already missed at least 15% of our trip including all of our funds we have paid for, since its really 2 days according to the changed time zones. Exottica would NOT assist us to arrange for a new flight, or help us at all. They guardrail us with speaking us to their higher ups. And instead, they said even though the flight was canceled and delayed us by several days, we WOULD NOT be getting a refund back for those days we have missed. We spoke to several representatives and they all provided us with different answers. Clearly, there were gaps in their customer support standards and protocols because each of their answers were all lies and each tying back to say they will call us back and resolve our concerns and issues. Yet, NOONE called us back , and so we continue to make our calls with them and addressed our concerns and seeing if there were any other options they can give us to resolve the matter. NOTHING. This is UNACCEPTABLE! Why? Because there were many options Exoticca could've provided like: 1)Rearrange our flight since there were many other direct flight options 2) Provide a refund back for the days we missed, hotels and excursions we paid for. 3) Add an extra day or two with the money that we have paid for. Exoticca has so many alternatives that could well mend their customer relationship with us, and instead, kept telling us they CANNOT and WILL not help us and we can either cancel the entire trip or accept the delay, and the fact we are losing the 15% of our trip, since we are missing about 3 days of our stays in Venice, given the time zone changes. My trip alone costs 7k and I paid Exoticca all that money for them to not help us. This is such a dishonest, unethical and unsupported system that they have in place, only to pocket our money and provide us with a lack of integrity and were untrustworthy.We ended up having to pay an extra $$$ to get an uber to and from our place, for another day, lost our Venice tour. We specifically chosed this itinerary to go to Venice, and instead didn't get our 3 days worth of stay. Then, as we get to Almalfi coast, Exoticca didn't manage to provide us some form of transparency that stared we had to pay $$$ over 100 euro from the train station to the hotel that they picked for us in Sorrento. The cost of the taxi was more than the cost of an airplane ticket to another country. Wow. They are insufficient, and mismanaged our customers itinerary and providing us with clear instructions. We could've just created and managed the itinerary ourselves and not get ripped off. This is by far UNACCEPTABLE and NOWHERE BASIC customer support. We want our money reimbursed somehow with the cost of what we missed and expect TRUE accountability for their umabiguious customer service! And this is me providing only a high level overview of the mismanaged trip they have done. The in between hotel bookings are also a problem. I am not going to get into more details about this.