Hello there. I'd like to tell you my story that began 3-4 days ago. 3 months ago i booked a ticket from a Greek online travel agency. It's a round trip ticket from Cyprus to the U.S.A (via Lufthansa) and from U.S.A to Cyprus ( Swiss airlines). I paid 1100 euro for the ticket and 104 euro for 'insurance'. My outbound flight is on a few days. Unfortunately, my grandmother died a week ago. It's impossible for me to travel to the U.S.A and i decided to cancel the ticket and hope that they will give me a refund. My insurance plan doesn't cover that so i called to the travel agency and i told them the facts and i sent them the death certificate of my grandmother and they told me that they will 'ask' if they can give me a refund. As they told me, they contacted Lufthansa in Greece and told them that there is no refund in that case, only 106 EUR, taxes. It does not make sense to me. Afterwards, i contacted Lufthansa offices in Cyprus and they told me that i can get a full refund. I contacted the travel agency and told them what Lufthansa in Cyprus told me. They contacted Lufthansa in Greece and the day after the travel agency send me an email and they wrote that there is no refund, because she is not a first degree member of your family. After searching on the internet i didn't find Lufthansa's refund policy in that case but i found my fare rules were attached on the confirmation rules of my flights.


CANCELLATIONS

ANY TIME
TICKET IS NON-REFUNDABLE.
WAIVED FOR DEATH OF PASSENGER OR FAMILY MEMBER
NOTE -
THE FOLLOWING RULES APPLY PER PRICING UNIT.
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WAIVERS MUST BE EVIDENCED BY DEATH CERTIFICATE.
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FULL REFUND PERMITTED BEFORE DEPARTURE IN CASE OF
REJECTION OF VISA.
EMBASSY STATEMENT REQUIRED.
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REFUND OF UNUSED FEES AND TAXES PERMITTED.
UNLESS APPLICABLE OW/RT FARE PLUS TAXES FOR ACTUAL
TRAVEL IS HIGHER THAN WHOLE ORIGINAL TICKET. IN
THIS CASE NO TAX OR FEE REFUND WILL BE PERMITTED.
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I don't know what to do.The rules saying 'family member' not a first degree family member. Do you have any suggestions for what should be the next step? Thank you