Their Business Class ticket is stated as refundable during the booking flow but they withhold the fact that cancellation can only be done by their call centre for a surcharge of EUR 23 per ticket. Of course, this is mentioned somewhere between the 50 fine lined pages in their terms and conditions, but it is not stated during the time-sensitive booking procedure (by an asterisk for example).I made a written complain and suggested that they should inform the customers during the booking procedure about inevitable charges, they replied with template text, referring to their terms and conditions.
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