Conversation a5de9a16-5c9d-434c-9b63-72d4dfbc83c3

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Conversation a5de9a16-5c9d-434c-9b63-72d4dfbc83c3

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User: chemaly@polarstork.com
Agent:
Gemini-2.5-Pro
Started: Oct 27 15:27
Completed: Oct 27 15:48

šŸ‘¤ User

15:27:46

i want to cancel my trip as my wife got sick

šŸ§  Supervisor

15:28:0014 sec

I am very sorry to hear about your wife's sickness. I can certainly help you with your trip cancellation claim. To proceed, please provide the following documents: * The original booking invoices for your trip (e.g., flights, hotels). * Proof of the cancellation request you sent to your travel suppliers. * Confirmation from the travel suppliers of any refund you have received. * A medical certificate from your wife's doctor advising against travel.

14 seconds

šŸ‘¤ User

15:28:51

here are all the documents

transaction-statement_684fc0a8-0669-abef-916d-8ed4f961da36_en_9f7fb2.pdf
transaction-statement_68402d61-f898-a74d-b63f-a91a9b22bc59_en_7f18b1.pdf
transaction-statement_68402f7d-bc9b-a429-9b14-729da11f845f_en_5745f4.pdf
transaction-statement_68403256-d35c-a931-9f3f-a856f5621448_en_1f4830.pdf
Gmail - abba San SebastiaĢn Hotel - BC_318EQC533BXX1 booking confirmation.pdf
Gmail - BarceloĢ Bilbao NervioĢn booking confirmation šŸ–ļø.pdf
Gmail - Volotea ā€¢ Your booking confirmation_ AGP-BIO ā€¢ 11 July 2025 ā€¢ O75HVS.pdf
Gmail - Your booking confirmation JMQU7K - BIO-AGP 14 July.pdf
Gmail - [Volotea] ReĢponse aĢ€ votre demande Re_ Cacncellation.pdf
Gmail - abba San SebastiaĢn Hotel - BC_318EQC533BXX cancellation.pdf
Gmail - BarceloĢ Bilbao NervioĢn cancellation āŒ.pdf
Gmail - RE_ abba San SebastiaĢn Hotel - BC_318EQC533BXX cancellation 2.pdf
Gmail - Re_ Your booking confirmation JMQU7K - BIO-AGP 14 July cancellation request.pdf
Gmail - Certificate to prove a passenger didn't fly.pdf
Gmail - Certificate to prove a passenger didn't fly2.pdf

šŸ§  Supervisor

15:29:1927 sec

Thank you for providing these documents. I have received the following: * Hotel booking for BarcelĆ³ Bilbao NerviĆ³n from 11 Jul to 13 Jul 2025, for ā‚¬371.68, with a refund of ā‚¬0. * Hotel booking for abba San SebastiĆ”n Hotel from 13 Jul to 14 Jul 2025, for ā‚¬250.09, with a refund of ā‚¬0. * Flight booking from Malaga to Bilbao for 11 Jul 2025, for ā‚¬149.04, with a refund of ā‚¬23.54. * Flight booking from Bilbao to Malaga for 14 Jul 2025, for ā‚¬170.34, with a refund of ā‚¬0. * Cancellation confirmations from BarcelĆ³ Bilbao NerviĆ³n, abba San SebastiĆ”n Hotel, Volotea, and Vueling. To complete your claim, I still need the medical certificate from your wife's doctor. Please upload it when you have a moment.

27 seconds

šŸ‘¤ User

15:30:00

here you go with the missing document

doctor certificate leny chemaly original.jpeg

šŸ§  Supervisor

15:30:3635 sec

Thank you for providing the medical note from Dr. Teresa Perez Reyes. I now have all the necessary documents to process your claim. Based on your policy for trip cancellation due to a listed medical reason, you are entitled to a 100% refund of your non-recoverable costs, minus a ā‚¬50 deductible. Here is a breakdown of your refund calculation: * Total Non-Refundable Hotel Costs: ā‚¬621.77 (ā‚¬371.68 for BarcelĆ³ Bilbao NerviĆ³n + ā‚¬250.09 for abba San SebastiĆ”n Hotel) * Total Non-Refundable Flight Costs: ā‚¬295.84 (ā‚¬125.50 for Volotea + ā‚¬170.34 for Vueling) * Total Claim Amount: ā‚¬917.61 * Deductible: -ā‚¬50.00 * **Total Refund Due: ā‚¬867.61** Before I proceed with the cancellation, would you like to consider rescheduling your trip instead? By opting to reschedule, the insurance can cover up to 30% of the associated costs, which could be a valuable alternative. Please let me know if you would prefer to reschedule or if I should proceed with the refund.

35 seconds