My husband had a problem with his passport, and so we were not allowed to board. (He is a Venezuelan with an expired passport, and we spoke to the airline MULTIPLE times about this and we were always told it is not a problem as many Latin American countries are letting Venezuelans travel on expired passports for 2 years). Since we were not allowed to board, we wanted to cancel and get a voucher. We were told we had to call the airline to do that. So, after holding for 30 min, we were told we couldnt cancel because it was within the 3 hour window and no cancellations are permitted . (we were at 2 hr and 45 min before takeoff to be exact). I asked to speak to a supervisor and waited another 40 min and guess what! I was told the same thing. Then I wrote them, and guess what! I was told the same thing. I have reached out to them anyway possible and I either dont get a reply or they just tell me its my fault. I understand rules, but we did everything in good faith, and they wont even give us a voucher for further travel.
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