My partner made a reservation on their site. During the booking, he subscribed to the : "Support Option Your trip includes Premium Support Option Preferential, free customer service: contact us free by phone 613 366-4297 or using our priority email address. Any changes to your booking: changes and cancellations free of charge (providers' fees not included) However, when we tried to cancel the booking, they told us it was impossible. They also told us that there was nothing they could do. It was up to us to contact the airline. What good was this service if you can't even contact the airline to initiate a refund? I tried to contact them via the email provided, but I got an error email. What service is this? I paid for my ticket for a total of $365.71 with the premium service included but I didn't get any premium assistance. I recommend to everyone to never trust this airline. They will never refund you even if you have subscribed to the refund service. I will never buy tickets from your site again, you scammers.