Considering the receipt of letter I've received from you, I understand that you decline my request for refund despite the fact that the flight delay was beyond my control. I consider this as poor customer service and a questionable busines practise in an environment, where flight cancellation and delays are common. It seems to me that your company is taking advantage of this situation which leaves the customers as the victims. As a frequent traveller and member of various frequent-traveller organisations, I will take the liberty to share my experience with the respective media outlets, trade and tourists associations and rating platforms. I regret giving you business and I hope I can prevent others from doing so considering the level of customer service I’ve experienced.