Do you have a mobile or paper pass? Where did you buy it? Did you open an issue with Customer Support the other day?

I do have a mobile pass and I bought It on this web Page. I did write the other day because I am really desperate as I have not received any help for weeks.

When do you start travelling? Did you mention that to customer support? Requests are prioritised based mainly on this date: users currently travelling are most urgent, then users who will be travelling in the next few days and then the others.

My request is very urgent not because I am currently travelling but I do need the money for personal reasons. There are four of us travelling and because a personal matter we cannot travel.

Then do explain that to customer service. Just saying it is urgent is not enough because people have very different opinions about what is urgent.

I have told them but It is always a bot answering. It is so frustrating. I feel cheated

I have told them but It is always a bot answering

I just want to say that I have just received the neccessary instructions for the cancellation. They were very late, but FORTUNATELY, SUCCESSFUL ... Thanks a lot!