This was my first time reaching out to customer support, and sadly, it became the most frustrating experience I've encountered with any travel app. My concerns extend beyond just the Alternate Travel Plan policy; it's also about the way the agents managed the conversation: The support representatives seemed unsure about the company's own policy. I had to explain the policy multiple times, yet they remained inflexible and showed no effort to grasp my concerns. Responses took around 10 minutes, but despite this, my chat was abruptly closed with the claim that I wasn't responding, which feels completely unjust. The agents' tone was disrespectful and dismissive, lacking any intention to resolve my issue. Such conduct is highly unprofessional and unacceptable for a platform I once trusted. Customers should not be penalized for vague policies and inadequate agent support.
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