Originally Posted by ung1

Why don't you write to Skywards asking for these exact terms and conditions and highlight your experience with the two calls and your utter frustration and disappointment. See what they say.A bit OT but I find it strange how the airline industry is one of the few where companies can get away with dissatisfied customers. I had a concern (not even a complaint, just a concern) about a product I'd purchased recently and the company offered to replace it, within about 3 days of my writing in to them. Premium air travel is a premium product and one expects a similar level of customer service. Ok but the margins on premium air travel are much smaller than on other premium products.