I purchased the “Refundable Upgrade” expecting flexibility in case of an emergency. When an unexpected family medical situation arose, I was informed that documentation was required to process the cancellation.
I understand that terms apply, but because the situation occurred over the weekend, I now have to wait until the workweek to obtain the required medical documentation, which delays resolution during an already stressful time.
Customers should be aware that the “Refundable Upgrade” functions more like conditional travel insurance rather than simple free cancellation, and documentation may be required.
This experience has made me reconsider using this service in the future.
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