Months after booking travel, an officer of an international airline sent me an email (XXX Response to COVID-19) stating, "If passengers decide to cancel altogether, the tickets can be voided at no cost for a full refund." This contradicts the original Ts&Cs and the website information however due to the pandemic and the special circumstances, I assumed that this letter(email) from a Senior Vice President, The Americas, takes precedence over older/pre-printed(website) Ts&Cs.
Due to the COVID-19 travel uncertainty, I decided to cancel. When I went to the website, it indicated that there would be a cancellation fee however, they showed an example that if you cancelled in less than 48 hours after booking that the fee would be indicated on the paperwork however you would be refunded the fees also. I assumed that the website hadn't caught up to this special circumstances and that the actual refund amount would be for 100% of what I paid. I cancelled the tickets however when I received the refund, the fees were taken out. I believe a reasonable person would expect the phrase, "no cost for a full refund" to mean that they would be receiving 100% of their money back.
1) Does the email with new Ts&Cs supersede the original Ts&Cs when booking the ticket and/or website cancellation Ts&Cs? 2) Should I receive the full purchase price?
Thank you and best regards, Robert