My complaint:
If you are willing to waive cancellation fees for some flights why put the onus on customers? I had to pay the cancellation fee because there were limited seats and the modifly feature could not be added. I thought a company in their right mind would refund the fee because they were intending to waive that fee anyways. Nope. Waited 5 hours to be connected to an agent and was told the fee is non refundable. They blamed me of course.
Suggested solution:
Get rid of the add modifly feature and just waive the fee for certain flights. Refund cancellation fees for those who didn’t know about the feature or the feature could not be added due to a glitch on the website.
