I had booked a ticket to India back and forth for around 2000€. It was scheduled for this Saturday. Due to a medical issue that came about I was unable to travel. I booked a flexible ticket with booking.com so my plan was to reschedule.
I called the customer service which connected me to a call centre in India called GO to Gate. He said that I can reschedule but then my journey should be within September 1 of next year since that's when I purchased my ticket. I asked him if there are any alternatives because flying this Saturday wouldn't be the best. He said I can get a refund for the ticket. I was surprised. He then spent 5 minutes CONVINCING me that I indeed have a refund. He was very extremely condescending. Finally I gave in and cancelled as he said minimum I'll get 1200€ back.
I called Lufthansa to confirm. They said my ticket was not refundable. I called GoToGate back and told them this and they assured me that is not theme case and that Lufthansa was wrong. I told them was panicking even more. Finally I get a mail stating that "as you requested for cancellation we have cancelled. You've been advised that your ticket will not be refundable so we will not refund the ticket". What a bunch of lies!!!!! Now despite having booked a flexible ticket for times like this I have no flight and all the money is down the drain.
But despite having a written confirmation from the guy who convinced me they're not taking any action. I cancelled on their advice!!!!! I would not have done it otherwise. But they take NO accountability. As a customer you're just screwed out of your money. There's no way to contact their higher ups. You will just get a different agent every time and all you can do is rant and all they say is that they can't do anything. I'm beyond livid.
I have booked in booking.com before but this is the first time I had to use their customer support. Be warned that if it's going to them then your money is as good as gone. Not only that you cannot rely on their advice because they take no accountability if what THEY SAID goes wrong. You'll get an insincere apology and empty pockets.
I see my family only once a year. I'm honestly crying over this. I miss them so much.