Negative: I lost a lot of time and energy, and lot of frustration. Positive: in the end I have been seriously listened and welcomed.
Big and frustrating problems in the booking system (website). Very difficult to have a clear conversation with staff. The third person that intervened in my case finally took me seriously and after a month I received the confirmation I will get my full refund due to a problem of the system. Negative: I lost a lot of time and energy, and lot of frustration. Positive: in the end I have been seriously listened and welcomed.