Originally Posted by RTWFF

I sent an email overnight to LM Support about cancelling a booking on TK "because of coronavirus" and asked what the cancellation fee was likely to be. The first sentence of the response reads: "We're evaluating refund fee waive due to Coronavirus outbreak; if you're considering this option, please confirm that you're sure about this request, since if approved by our analysts, you won't be able to re-schedule your trip. Additionally, the Star Alliance redemption fee isn't refundable." So far, so good - except what does "evaluating" mean? it's at the agent's discretion when I call?

The remainder of the email is clearly boilerplate which totally muddies the water by setting out all of the current rules as if the first paragraph doesn't apply. Perhaps I should just say, "Yes, I'm sure, please cancel" and see what happens