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I have been on hold for 43 minutes on 3/28/2020 until someone picked up to help me cancel a reservation. I also cancelled the same reservation on 3/14/2020 and 3/25/2020 (having to wait 24 and 32 minutes those times). Each time the agent I spoke with said everything was fine and they would cancel without the $100 cancellation fee. When I asked for a confirmation number or some kind of proof they had completed the cancellation, they said that they didn't have anything to give me, but rest assured, it would be handled. The reason I called instead of cancelling on line is that the website didn't give me the option of cancelling without a fee. Given the Covid-19 issue and the country being shut down, I don't think I should be charged a fee to cancel the reservation. The agents I spoke to agreed but apparently aren't authorized to waive the fee themselves and need a supervisor to approve it. I'm guessing that this is where the problem occurs -- the request gets lost with the supervisor and never gets processed? I just hung up with her and said "it's done" and I should get a full refund in 7-10 business days. We'll see.


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