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TOTAL THIEVES and the worst customer service I have ever had to deal with. I've used them several times and had no problems until I had to cancel a round trip to NYC from LA because my brother in law died suddenly 4 days before my flight. They will only deal with these situations via the phone and the holding time is usually over 2 hrs or you can leave your number and a man named "Ralph" with a thick Pakistani accent will call you back in 2 hrs. and proceed to tell you that he can't help you because he can't understand the problem. They took my $408 and I never heard from them again. Total friggin thieves. I will NEVER use them or Virgin America again. They should be put out of business.