There have been changes of up to 45 minutes in my flight which should grant free change or cancellation in major airlines. When I want to do it online I have to pay for changes or cancellations. I've been trying to contact the customer service, no reply to my e-mail for more than 10 days, cannot reach any associate via chat, just the bot has a fixed menu where they lead you to make changes online with same conditions, so useless. The phone option doesn't apply because I have to make an international call. Totally left alone with no help available after buying the ticket.
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