My complaint:
Purchased insurance to cancel for any reason. It says on my receipt that a flight can be cancelled up to 3 hours before departure. My father died, and I tried to cancel 5 days before the flight so I could attend his funeral. Customer service representative said my insurance “expired”. Tried to escalate to a supervisor, but you can’t speak to one over the phone. Obly option is email. Generic reply saying the insurance I paid for, to cancel up to 3 hours before departure is expired 5 days before said departure. But feel free to reach out with more questions. No reply to those questions. No help, no empathy, terrible customer service during a very difficult, extreme situation that no one could plan for. Absolutely disgusted.
Suggested solution:
I would have expected a partial refund at least, or help rebooking an earlier flight so I could attend my father’s funeral.
