This is a total scam. It was marketed as Refund Protection on the website for "unforeseen circumstances". However, there is a strict set of conditions to actually obtain any refund, which are entirely unreasonable compared to the way it is presented. Stay away; it's a total waste of money. I now have to deal directly with the airline for a refund or reschedule, incurring a hefty fee that I thought I could avoid with this so-called "refund protection". A scam through and through.
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