Hello,

I had a flight in March that I had to cancel due to illness and I'm having a heck of a time trying to get the documentation from Thai Airways regarding their cancellation policy for my travel insurance. They provided a refund of the taxes/fees but the other portion was non-refundable. Which is fine, I have travel insurance. But I can't find anywhere on their website an official "Fare Rules" which I can provide as proof to my insurance of why I wasn't refunded the whole amount.

My fare class was listed in different documents as "USESAVER, W". Does anyone know where or how to find the official fare rules for "USESAVER, W"?

The other question I have is I'm having trouble getting their customer service to give me a letter acknowledging that I cancelled the ticket and that I was only eligible for a partial refund. No luck on the phone, and over e-mail through customer service they said could only give me a letter in the case of a carrier delay/cancellation. Has anyone had luck with getting this kind of evidence from them? Any ideas of how to get around these roadblocks?

Thank you in advance.