When we made our reservation with the company for January 9th to 11th, we were aware that at our ages of 80 and 84, there was a possibility of health issues. To mitigate this risk, we purchased insurance. Unfortunately, my wife has been frequently visiting doctors and the hospital over the past three weeks, hoping for a resolution so we could travel, but it did not happen. When I called to cancel and request either a refund or a credit note, I was informed of an administrative fee exceeding £100, which I find to be entirely unethical. We asked the representative to connect us with a manager, understanding it could take a couple of days, but an auto-generated email later suggested our complaint was related to pricing. We were informed that a letter from our doctor, explaining why my wife couldn't travel, would be sent, but we have yet to receive anything. My initial attempt to reach out took more than five hours to get a response.
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