So we did a trip back before the pandemic, paid, and then had to cancel due to coronavirus. We were then given credits for our flights. When we tried to reschedule, Martine hung up on us every time we have our name. Were promised call backs from people to straighten out how many credits we were actually owed after they tried charging us double the original trip cost, when we finally got it squared away with one person, we were never connected with her again and were told she screwed up and that the credits she admitted we were owed along with the confirmation emails of the credits and the confirmation numbers were wrong, and we were told we would be charged double again and that we couldn't use our full credits. When asked for the price of actual tickets they would not give, or a breakdown of the expenses they were charging us. When I asked to speak to management we were told they would call back in less than two hours. That was 10 hours ago. This is after we were promised callbacks that never happened in the past. We are about to call back again. We have spent a month trying to schedule this trip so my 2 year old daughter could see her mom. We have spent $1908 and they are asking for another $650 for a trip to Washington State.
They have kept our baby girl from her mother for a month of trying to straighten it out. I can't believe they aren't shutdown yet.

They state that they will refund back in 48 hours but in fact emailed that it will not be back on the account for 10 to 14 days.