Ovago

Deceptive terms of service, they will steal your money even if you pay extra to make your trip refundable.
I always try to book refundable flights just in case. I usually always try to make sure anything I buy is refundable. So same as usual, I paid extra to make my trip refundable.
I thought I could trust this, it was my first time booking a flight through "Google Flights".
So here's what happened: My partner was hit by a car in late October, originally assured that they would recover for a trip for my birthday in early January. They were basically knocked over by a car, so we expected they'd be recovered with plenty of time extra. As the flights coming up, it's becoming "reasonably foreseeable " (to use Ovagos language) that my partner might not walk again for months or may have further complications. My partners doctor told us not to travel out of the country because that involves walking, which Cole can't do. M.R.I. Confirms it's going to be six more weeks.
Ovago said we should have seen this coming though. That a minor injury with no hospitalization, broken bones, or sprains would turn out to be much more serious.
They've offered a partial refund as of today and it's just all been an exhausting demeaning process, they've asked for things like M.R.I. Results when I've already given two seperate Drs notes and a workers comp report that says they were expected to recover.
The first person who helped me named Sarah on the refunds team didn't know what any of the medical terminology meant, and dragged me along for two weeks always acting like if I provided one more thing they'd process my refund. She didn't know what an "MMI" was or even a "physician's associate". Second person I chatted with Dale, also made it seem as if I would get a refund for sure. Third person, Wagner, also said I would get my refund because I paid extra, even going as far to say that possibly my flight no-show fee could be waved due to the nature of the incident. Then the supervisor emails me to say all they can do is offer $350 as a "goodwill" gesture. Wow, how sympathetic of them.
It's been an absolute nightmare. I thought I could trust Google Flights but I'll use something like Hopper or just book straight through the airlines next time.
I wouldn't recommend this to anyone. I'm not even the type of person to write a review but their business model is intentionally sneaky and deceptive, so beware.
I saved all year for this trip, I'm a college student. My partner can't walk now, and I'm not going to be able to afford to go on this trip again for a whole year probably. We're very disappointed by this company. Tickets were really expensive as well.

I booked tickets through Ovago - only to be charged additional 120$ for seats - that's deceptive!

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