![]() ![]() Stacy was blown out of the water - she’d provided the documentation she was originally told would be required, and now this? Was she supposed to harass her brother’s wife and daughter while they were coping with his death to get a death certificate? More than two weeks after that - during which time her brother passed away - she checked on the refund and found that its status had changed from “in progress” to a message telling her to call US Airways customer service.Īfter a customer service agent investigated her request, she received an email from the refunds department informing her she would need to submit a copy of the original death certificate to “support a refund of the non-refundable change fee.” She paid for her new ticket, along with the change fee, and submitted the letter along with her refund request, which she was told would take 7-10 days. At first, she was told that it wouldn’t be possible, so she asked to speak with a supervisor to have the ticket refunded so she could buy a ticket with another airline.Īfter several phone calls escalating her issue, a customer service agent informed her that the change fee would be refunded if she submitted a letter from her brother’s doctor, detailing the emergency nature of the situation. She asked if she the change fee could be waived in this instance, as it was an emergency. When she called to make the change, she was told she’d be charged a $200 fee and any difference in fare. ![]() Originally scheduled for a US Airways flight to visit him on May 27, Stacy writes that she had to change her flight to an earlier date when her parents said his condition was taking a turn for the worse, so she could arrive in time to see him before he passed away. Recently, Consumerist reader Stacy reached out with her story of trying to get a refund on a ticket change fee she incurred while visiting her terminally ill brother. But because airlines don’t want just anyone to pull the “my grandma died,” often customers are finding the process of changing or canceling flights in these situations daunting, confusing, and well, a bit tacky. But now that most domestic airlines don’t offer special bereavement fares, many fliers find themselves dealing with airlines after they’ve already bought tickets to try to make changes. ![]() Unfortunately, one of those might be the death of a loved one. There are all kinds of reasons why you might not be able to fly when you were planning to, or need to make a change in a scheduled itinerary. ![]()
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