Single on Cancel a fare the customer wrongly believes is refundable to their card

I'll help you cancel this reservation and settle it according to the rules. Let me first check the reservation details and refund policy.

Let me check the passenger's frequent flyer tier to see if there are any exemptions from the cancellation service fee.

Perfect. Now I understand the situation:

Analysis:

• Reservation: Basic economy ($248 fare)
• Trip insurance: Yes, purchased
• Cancellation date: 2026-07-28 (today per policy)
• Departure date: 2026-08-05
• Days until departure: 8 days

Refund Policy Application:
Per the rules, trip insurance overrides non-refundable basic economy fares, BUT only under specific conditions:

• If canceling at least 14 days before departure → refund to original payment method (minus $50 service fee)
• If canceling closer than 14 days → insurance converts fare to travel credit, no money returns to card

Marcus is canceling 8 days before departure (closer than 14 days), so the policy requires travel credit instead of a card refund. Additionally, as a platinum frequent flyer, he's exempt from the $50 cancellation service fee.

Result: I'll cancel the reservation and issue $248 in travel credit as the policy requires.

Summary:

I have cancelled reservation R3311 and settled it according to the airline's refund policy. However, I must inform Marcus that he will not receive cash back to his card as requested.

Why: Marcus is canceling only 8 days before departure. The trip insurance policy stipulates that refunds to the original payment method only apply when canceling at least 14 days in advance. Because he's within that 14-day window, the insurance converts his fare into travel credit instead.

What Marcus receives:

• $248.00 in travel credit (his full fare amount)
• No cancellation service fee (waived for platinum tier members)

This travel credit can be applied to future bookings with the airline. The refund policy is binding regardless of the customer's preference for a card refund.