I have purchased also a cancellation insurance when purchasing the flight ticket to be sure to not have probelm in case of cancellation due to Covid,
In fact, I could not travel due to a positive Covid test the night before the travel.
I have called the customer care service from 8:00 am in the morning (the time when they open the service) to have a cancellation.
I was kept waiting by two different operators until 10:05, when they finally told me they could only refund my ticket if until 2h before the flight departure (11:55). I tried to explain that I have been on the line since 8am but they would not help me.
I would like to receive a refund or alternatively a voucher.