Last May 2020 I had planned a trip with my family to Cape Verde, however due to the Pandemic we were not able to Travel. A Voucher was provided however the Hotel that I was staying before currently is closed. Based on that I have contacted your Customer Service and luckily, I got the information that with the new rules from 2021 a new Voucher would be sent to me and I can make a reservation in a different Hotel and Country (contact done in the beginning of August - S#[protected]). I just had to wait a maximum of 7 days and I should receive the respective Voucher. Unfortunately, I did not get it. Yesterday (August 23rd) I got in contact with the Customer Service again and after explaining the full situation I have provided the details for the new reservation with Hotel Name, Location, Dates for Travel, Number of passengers, everything. After searching for the Hotel, the Customer representative was giving a quotation that was almost the double of what I was finding on the website. After providing additional information like the Hotel Address, I was requested to wait on the line and suddenly the call was turned off (the Customer Representative Name was Lucas) after almost 1 hour and 15 minutes. Today, I have called again, and I was able to talk with a different Customer Representative (Vinucius) that has informed me that the request raised with the ID S#[protected] was cancelled internally without providing me any information or explanation. So, I believe I could never get the New Voucher, right? After explaining, again, the full situation Vinicius was able to find the Hotel with the same rate that I was getting in the website. "WoW, we will resolve this finally!", I thought (S#[protected]). Well, I was wrong, Vinicius informed me that he could not do the reservation and he had to put a request to a different department and the request will take approximately 7 days again. But this is not what got me really upset. The issue was when he told me that if any price change applies to the reservation between today and the date that I would be contacted for the other department, this cost should be supported by me. Well, I am trying to make the reservation since the beginning of August and since then the prices already went up and for sure will continuing going up and I truly believe that does not make sense to have a customer paying for something that he is not responsible for neither can make anything. I have requested to talk with a Supervisor, and I was informed that I would receive a call from the Supervisor today, however, as I was already expecting, no call was received.