Terrible communication from customer service
I have to admit that the original mistake was mine: I accidentally made a non-refundable booking for the wrong travel dates. However, I noticed the issue immediately and contacted the company within minutes of receiving the confirmation to ask whether anything could be done. I was referred to the cancellation policy, which is of course fair, although not particularly helpful in this situation. What disappointed me far more was the complete lack of follow-up customer care afterwards. After one additional interaction, in which I was asked to confirm the correct dates, communication simply stopped. That was about two weeks ago, despite several polite follow-up emails asking for a status update. I fully understand that non-refundable conditions may limit what can be done. However, from a minimal level of customer care, I would expect at least some effort to remedy the situation and/or some explanation as to why nothing can be done despite having looked into it. A good level of customer care and retention would even involve some degree of goodwill on their end. Well, it is what it is, but I am quite disappointed, to say the least, and will avoid this company for future bookings. Update: After their reaction below they also reached or to me and I was getting my hopes up to get some reaction, feedback or sign they put in some effort to do something for me. I sent about 3-4 emails to then and never got an answer. Meanwhile, I cancelled without having much hope. About 3 weeks after that, I finally got their answer that a waiver was declined. While this is fair enough as such, the whole story and process before was almost unbearable.