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Buquebus ferry ticket refunds

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I was recently was told by Buquebus that my ticket, which I purchased online, had been “lost”. Can someone explain what that means – how can an electronic ticket be “lost”? I was given a specific email address to write to and explain my situation, which I did, asking for a refund. To date, I have not received any response (it has been over 2 weeks). I have not seen any bad reviews for Buquebus online, so I am baffled as to why they have not responded. Any suggestions for an English-only (American) customer? Thanks in advance!

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