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I had to cancel 2 round trip flights to Greece (leaving September 21) due to a court matter. Two of the four legs were on Swiss Air. The other two legs were on Lufthansa and Aegean. I was told that Swiss Air would provide a credit for the $1800 value of the cancelled tickets but that there would be a $300 "re-booking fee" for each ticket and that I had to use the credit by May 16 of next year. I asked if the re-booking fee could be waived because it was a court matter and the customer service representative agreed to contact Swiss Air while I was on hold to see if the fee could be waived. After being on hold for an extended period of time, the call was dropped.

I called back immediately, got a different customer service representative and was told there was no way to talk to the representative that I had been dealing with previously. After re-explaining the problem and being placed on hold for another long period of time, the customer service representative came back on and explained that Swiss Air would not consider waiving the fee unless there was a death in the immediate family or a medical emergency. I cancelled the ticket anyway and was promised a confirmation email to my email address on file (confirmed to be correct). I asked for and received a contact number for Swiss Air and concluded the call.

Called Swiss Air and was informed that the re-booking fee is handled through Travelocity and that only Travelocity can waive the fee.

I did not receive a confirmation email from Travelocity as promised. After 4-5 days, I called back and went through the entire saga again. I was told that the email is automatically generated so it must have gone out. Unexplainable. The customer service representative again went over the conditions of the cancellation and sent an email confirming the conditions. I did not hang up until I had received the email.

A few days later, as part of further discussions with Customer Service, we were informed that the flights using the credit needed to be booked by September 21!!! Not only was this never mentioned during the discussions with the first 3 customer service representatives, it was not included in the email that I received confirming the cancellation and giving the terms of the credit arrangement.

Now we are trying to re-book the flights. After the initial hour or two on the phone we have been told that numerous flights are unavailable and have been unable to talk to anyone in the United States. Not only has the experience been frustrating, until we are able to book alternate flights there is a growing concern that we have made a large and absolutely unintentional monetary donation to someone and Travelocity customer service has been no help in understanding who, why, and or how. Why is the entire $1800 credit from Swiss Air when they were only half of the flights I booked? Why is there conflicting information about the re-booking fee? Why is there uncertainty about the terms of the credit? This has to be a fairly common occurrence. Why is it so difficult to book alternative flights?


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