I had such an atrocious and unacceptable experience with Vayama, despite numerous attempts to work with them to make it right. I'll try to be succinct, but here's the timeline:
March 1, 2017 - I log into Kayak and search for flights, they give me one through 'Vayama' for a decent price which looked good, so I booked my husband and I a round trip flight from DC (IAD) to Rome (FCO), with one stop in London each way. Departing the evening of 11/23, returning Monday 12/4. This was a 'Multiple Airlines' flight, combining Virgin Atlantic with British Airways (since Virgin didn't fly to Rome). Even though I thought I was dealing with Kayak, apparently now my ticket/booking belonged to Vayama. So be it, never heard of them but okay.
July through October, 2017 - I receive four separate notifications from Vayama of flight changes. The first two are innocuous, with adjustments of a few minutes on the departing flight(s). The third and fourth changes a) add a new stop in New York City between London and DC, b) add a ten hour layover in London, c) add a THIRD carrier - Delta Airlines - for the last leg from NY-DC, and d) add an additional overnight eleven hour layover in New York, now getting us back to DC an entire day later.
October 6, 2017 - I write Vayama and tell them this is unacceptable, that carrier adjustments are understandable but that this revised flight plan is absolutely nothing like the flight I purchased many months ago. After trying to give me the runaraound (Virgin won't give us any alternate flights, sorry), I contacted Virgin who told me they certainly WOULD work with them if they called Sales instead of some other department they suspected Vayama was calling. I pasted that email into the thread, and almost three weeks later I had a slightly better flight - still with an additional leg and third carrier, but with only an hour and a half layover in London and a three hour layover in NY. This all took until October 24th to figure out.
October 24, 2017 - I confirm the new flights with Vayama and after this hear nothing more from them.
November 23, 2017 - We fly from DC to Rome without a hitch.
December 4, 2017 - We check in on time at the airport in Rome and are told by British Airways that we are no longer on the 8am flight that we've been confirmed on since March, and that in fact we were apparently on some other flight the day before at 6:30pm. I triple check and I have NOTHING from Vayama about this change (every other time, I received a notification). I also cannot log into my Vayama account from my phone or my husband's (this is not new, as I'd had multiple failed login attempts from a computer browser in the past, where you log in and the progress ball just spins forever and never gives you your account details). I also sat on hold trying to get on the phone with Vayama, but never got through before British Airways 'fixed' our problem.
British Airways sat there for almost 40 minutes trying to figure out what Vayama did to make this mess, and finally reconfigured our flights so that we would now get in to NY at 2:40pm and have a nine hour layover, getting in to DC on a Delta flight at 11pm. I have yet to understand when, how or why this happened, or what the flights looked like before they finally fixed them. So I had to go with the broken Italian that the (very nice) British Airways employees were using to try and explain to me how my flight had changed. I asked how this could have happened and they said 'I have no idea. I've never seen a flight messed up this badly" (now in perfect English). They also suggested once we got to NY, we see if there's a way to get back on our original flight that was supposed to leave at 5pm, or even find another flight.
December 4th, 3pm - We are now ping-ponged incessantly between Delta, Virgin, and British Airways to figure out how we might try to get home at a decent hour. Delta informs us there are seats on a slightly earlier flight that would fly us into Reagan National (DCA) by 9pm. Reagan is closer to our house and this would have been much preferable to arriving to Dulles at 11pm, so we asked to be put on that flight, but they said 'only Virgin can make that change since this is a Virgin Atlantic confirmation number.' So we go upstairs and then get the runaround from Virgin, who says a) it is NOT their flight, it's British Airways' flight (??). So we call British Airways, who also inform us its not their flight either. The Delta people overhear this, and get ON the phone with British Airways to tell them they can clearly see in their system is IS in fact their flight. BA says no its not. Delta says 'f*ck it I'm going to see if we can just override this and get you on this earlier flight. In their system, apparently BA blocked them from doing so.
This entire time, I try three times to get Vayama on the phone, and TWICE we get to the point where I"m reading off my booking ID, and the line mysteriously disconnects (despite having crystal clear reception in the terminal).
I still have yet to determine how or why this happened. I've given up on trying to get a hold of Vayama directly because they apparently enjoy locking me out of my account and hanging up on me instead of addressing me directly. So instead I've been telling everyone I can to never, ever use them.