Business ProfileforGolden Wings International Travels, Inc.

On June 28, 2023 I thought I was calling ****** Airlines to upgrade my seats for an upcoming flight. I spoke with a customer service representative who processed my request for booking number *****. I never received seats which I thought was odd. When I arrived at the airport, my husband and I were thankfully put in upgraded seats. Unfortunately, the day before our flight, I was transported by ambulance in ********** as I was very sick, with low oxygen and blood pressure. They kept me overnight for further testing and observation, so my husband and I were unable to return home on the scheduled day. The travel agent called ****** to change the flights and when doing so found out they had no record of any upgrades. My oldest daughter figured it out and sadly I did not call ****** as I thought, but instead called this company who charge MORE THAN THE PUBLISHED UPGRADES. I am completely embarrassed. My other daughter called the company on my behalf as I was still in the hospital and told them my situation and said we could provide hospital records and any documentation. The customer service rep dismissed my emergency situation and told her it would be an additional $270. When she was appalled and pushed back, they said $150. She said it was like they were trying to negotiate the price and showed zero empathy for the situation. There is fine print about non-transferable and non-refundable, but my situation was an unplanned emergency, and they should honor the upgrade. I have mobility issues and need the extra room. My daughter did not trust the process or appreciate the poor customer service so refused to take advantage of any additional charges. I am only asking for a refund for the return flight upgrade. Thank you. I have included the booking number and cost sent to me via email for reference.PNR * ******Booking number - *****Booked On - 28 Jun 2023 Price Detail Traveler TypeBase ******************** 2 Adult/sUSD ******USD ******USD ******