Booked a flight with pets, informed the concierge we were traveling with pets. They booked the flight, then informed us after that the cabin designation we chose did not allow pets and we had to either cancel our booking and lose 20% of the cost (which we were only able to do because I got the trip protection) or check our pets below. Imagine if I hadn't gotten trip protection, they would have made me choose between losing $8000 or putting my pets in checked luggage. That's an impossible choice and a wild position to put someone in.
I don't think it takes a lot of effort to look at the pet policy on the airline before booking, and doing that would have saved me $1600.
When I followed up with support their answer was "well it's really the airlines fault so there's not much we can do" which is a really frustrating response for someone who especially paid them $1600 to get rid to screw off.
I'm sure this service works fine for most people but this was a terrible experience and if $1600 is the price I have to pay to not get burned by services like this again then cool I guess that's the cost of doing business.
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