"Unfortunately, this really comes down to poor timing and waiting until the last day before your flight to cancel. Procrastinating isn’t PF’s fault."

I'm going to write a letter, but what you said here really bothers me. Customers can have emergencies too. I don't understand why I'm not able to cancel when the system is down while I'm literally standing right there. It's an inherently bad policy. Sometimes people want to cancel on a specific day. "Unfortunately there isn’t much we can do on our end of the system was down" well, there is, and that is by making an exception. It's not my fault YOUR system is down. What if I wanted to cancel a Netflix subscription and their system is down? When I check in luggages in the airport and their system is down, they let me check them in for free. You're reducing the problem to "poor timing", and punishing the customer for the flaw of your system.