Travitude Travel Group

I booked a $7400 trip/ cancellation insurance with the travel agent Serina Bowles 2 weeks ago. I found a better package deal that was more accommodating for my family and asked Serina if there was an option of switches packages since it was within the 24 hrs timeframe since booking. She promised a FULL REFUND and I then gave her another $8400 to book the second trip. She told me it could take a couple of weeks for my refund. Yesterday, I received a call from Serina explaining that Air Transat will not be refunding my $7400 after being told it’s processing and on its way. I began asking her why they won’t refund when I even had the travel insurance as backup EVEN THOUGH she said there was a 24 hr grace period to cancel with NO CHARGE. She told me I agreed to the $59 insurance package that only offered a CREDIT and not a refund. Which is a blatant lie. She told me the $59 insurance was “good enough” for our family.I now had to escalate it to her “manager” named Amy Davoli and still waiting for answers. I am so beyond frustrated with my experience. I thought by using a travel agent would give me relief and security when traveling but it has done the complete opposite.Shame on your Travitude Travel Group. You have taken advantage of my family.