I believe this company is entirely deceptive, run by individuals in India who don't have a firm grasp of English, making it nearly impossible to comprehend the individuals who answer their calls.
I purchased two tickets and spent over $113 on the flexible ticket option. Unfortunately, I had a severe accident the day prior (which I can provide evidence for) and called 24 hours in advance to attempt to reschedule or cancel my flight and receive a refund. I made several calls and always ended up speaking to people who were incredibly difficult to understand. I requested escalation to a manager, but I was informed that none were available, a response I received across multiple calls and different individuals. I even reached out to them via email. Their unanimous response was that there was nothing they could do and that I needed to call the airline directly. When I did so, the airline refuted the claims made by this company, but since my ticket was purchased through them, there was nothing the airline could do to reschedule the flight either. However, the airline did inform me that if I cancelled the flight, I would at least get a refund on the airport fees, which amounts to about 10% of the ticket price.
As of today, I've not received any refund, nor have I been able to reschedule the flight. I lost all the money I spent on this. Does anyone have any advice on how I can secure at least a partial refund? I am confident that if there hadn't been any issues, everything would have been fine, but considering that their prices were only around $20 cheaper than other more reputable companies, I will never take such a risk again and do business with them.
I appreciate any feedback you can provide!