They were recently required to pay millions in restitution for their cancellation policy plans. Even after the fines, their cancellation policy is sold to customers such as me for their own financial gain and not to protect us if we cancel a flight. I had to cancel a flight and to date, my refund request has been rejected. Also, the customer service reps hang up on you, they lie, and you can not get through to management EVER.
I would highly recommend you use another travel service.