Jeg hadde en lignende sak, ringte inn etter å ha booked på nett først. Lagte en claim, etter å ha blitt "enig" med agenten om det som ikke kunne gjøre noe, og etter to måneder får jeg følgende tilbake (forkortet):
I read your concern and would like to inform you that amendment fee is non-refundable. Hence, I regret to inform you that we cannot comply your request.
Hvor jeg svarer:
Dear SAS, Thank you for your reply. I understand that normally amendment fees are non-refundable. However, this was a booking that was not available to book online. In such cases, amendment fees do not apply. Please re-evaluate your decision.
Får da tilbake dagen etter:
I have reviewed your case and our answer remain the same. I am sorry to say that we cannot reach an agreement in this matter. Kindly consider this as our final answer in this case.
Have a great day.
Computer says no. Eller rettere sagt, viljen says no.