Context: long time Traveloka user (since 2016), first time having to cancel a multi leg journey Singapore - Kuala Lumpur - Singapore - Hong Kong - Singapore Had a harrowing experience as I had to make changes and cancellations to my flights due to a family emergency which forced me to stay in Kuala Lumpur beyond my initial plans. I requested a reschedule the day of the incident (24 hours prior to flight) and didn’t receive any update until three hours later when I was notified that my reschedule request was rejected. Only managed to get around to a cancellation request the next day where the customer service requested I provide proof of my emergency (which I did and required me to spend more time in hospital administration) only to be told my cancellation is rejected as my cancellation timing did not meet airline policy despite traveloka taking a total of THREE HOURS to get back to my initial query On my next reservation (flying out of Singapore to Hong Kong) the customer service agents insisted that they could not do anything to change my flight, I had to call SQ directly to make my reservation change where the SQ agent told me the Traveloka side would have had full autonomy to make the changes. In contrast the SQ agent was very much on the ball and helped me with my issue almost immediately. As a loyal customer for many years, all I can say is I am disgusted by the lack of customer care shown by this company. No empathy was shown for customers in dire circumstances and I will never use their service again.