Horrible customer service. Had to cancel a trip bc...

Horrible customer service. Had to cancel a trip bc it was postponed due to the pandemic and they are charging me $250 to cancel. And I have travel insurance!!!!! We are completely unable to go to the dates they rescheduled, and they want to keep $250 why?!?!!??! Is the worldwide pandemic my fault? Horrible customer service, talked to Josh F. ... he insisted there was no one above him to talk to. I feel bad for him, while he he higher ups sit in their comfortable lives, and leave others on the front line to do their dirty work.