While the refund process was impressively fast, the intrusive nature of the questions was concerning. I had to provide detailed information about my wife's health issues after her hospital admission, which felt excessive. The multiple forms and uploads seemed designed to deter refunds, creating a frustrating experience. On the positive side, the refund appeared in our bank account within 15 minutes, including the premium for refundable tickets. However, treating customers with suspicion is not ideal. This service has great potential, but I hope they can improve the user experience and approach to sensitive situations.
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