Heartless Airline Policies

[Bell30012]

My daughter's best friend's family just went though a horrible experience with an airline that I won't name but probably should. This single mother had two daughter's. One age nine and one age seven. At the end of the summer she found out that oldest had cancer. Worse, it was inoperable.

She took her savings and scheduled a trip to Disney World since they had never been. Unfortunately, her daughter didn't make it until the trip, she passed away the first week of September. Her mother talked her into taking the trip any way. Make September a happy month to remember for the other daughter and take her mind off of her loss for a few days.

Everything was paid for already. Disney had no trouble allowing the grandmother to take the place of the daughter on the trip (She may have had to pay more for the tickets, I don't know). However, the creeps at the airline told them that the airfare was non-refundable and non-transferable. However, they did tell her that she could reschedule another date for a $75 fee. The grandmother bought another ticket at a very expensive last minute fare and they still had the trip.

Every policy should have a loophole. What kind of heartless executives come up with these things? Non-transferable? It's a paid for seat, why should they care who's butt is in the seat.

Okay, back to the regularly scheduled podcast talk... I just felt the incredible need to rant.

 

[mikelan6]

The airlines can indeed be heartless.

I would suggest writing a letter to their customer service department. Be as detailed as possible. List all the ticket numbers, travel dates, etc. Send it along with a copy of the death certificate. You might get some sort of credit. You never know.

Good luck.

 

[wildfan1473]

to you and your daughter.

I agree with Mike. Have them send a letter to the airline with as much detail as possible.

 

[safetymom]

I had to try and get tickets for a funeral this week. I thought I could use my frequent flyer miles but because it was short notice it would have cost $150-$160 plus the miles. I got tickets on Southwest instead for only $40 more and free luggage and I got to keep my miles.

I had the proof to show it was for a funeral but no one cared. I can understand the rules but will think twice the next time I go to book a flight. I prefer to work with airlines that will work with me.

 

[kafitty]

 

[Rupert B Puppenstein]

Please ask them to write a letter to the customer service department or do it for them. Reservations agents are given a multitude of stories, so it is best to put things in writing. It isn't that the airlines are heartless, but rather that so many people try to take advantage of situations and make up things. If you take the time to write a letter or they do, the results will be favorable. Scammers usually don't take the time to do that. It sucks that things have had to go to that.

 

[Joshua_me]

It isn't that the airlines are heartless, but rather that so many people try to take advantage of situations and make up things.

^ Unfortunately that's the case...

Perhaps the letter will help...

(((Prayers))) for that family...

 

[robertgp124]

This sounds like something for the Consumerist website. You might also try writing them after you write customer service.

 

[mainegal]

I had to try and get tickets for a funeral this week. I thought I could use my frequent flyer miles but because it was short notice it would have cost $150-$160 plus the miles. I got tickets on Southwest instead for only $40 more and free luggage and I got to keep my miles.

I had the proof to show it was for a funeral but no one cared. I can understand the rules but will think twice the next time I go to book a flight. I prefer to work with airlines that will work with me.

When my mother died and I flew down, there was no compasionate fare of any kind. Pay whatever the list price. Not like the old days...

 

[kymickeyfan717]

I just went thru this myself last week while vacationing at Disney. My grandmother passed away on Wednesday of that week. I got the call in the morning while at AK. I rushed back to the resort while calling my airline and seeing about changing my return portion of the flight. THhe Customer Service Rep could barely speak English. I explained the situation. He requested the funeral information which I did not have yet since she just died an hour ago when I called.

I was willing to pay the change fee but they wanted to charge me $700 to fly home. Needless to say I found a cheaper one way ticket on Southwest that I booked.

I emailed the airline in question on my return and did receive a $50 dollar credit voucher. Still going to think twice about booking with that airline again