Reply To: Unable to fly due to my daughter’s illness

[fedemenni]

sorry to hear about your situation, few weeks ago I was due to go to Rome but I had fever in the morning of travelling so decided to not travel. The first person that picked up was not helpful and gave me contradictory solutions and not helpful so I called back and another person was very helpful, offered to change the dates without charging me a fee, moved the booking to a week later then later cancelled and got my money back.

it is all hit and miss unfortunately if you are not happy with the call handler just simply close the call and call back, over the phone is always quicker than over email especially if you are gold member