TRAVEL TROUBLESHOOTER | CHRISTOPHER ELLIOTT
Q.I recently booked a flight from Boston to Washington, D.C., for my husband and me to visit my son for his birthday. My husband has lung cancer. Before our flight, he fell down a flight of stairs and was unable to fly. I’m so disappointed we had to cancel our tickets, and I hope we won’t lose the cost of the flight on top of everything else.
I called American Airlines to cancel the tickets, and sent a fax and letter explaining the reason from his oncologist. I don’t want a voucher for the tickets. I’m not sure if we’ll be able to use it, since my husband’s health is so precarious. Can you help me get back the $445 we spent for our tickets?
A.I’m so sorry to hear about your husband’s condition, and I hope he makes a quick recovery. Actually, that should have been American’s answer to you — plus a timely refund of the $445.
Why should the airline refund a nonrefundable ticket? Because it’s the right thing to do. Oh sure, people will say that “rules are rules” (and indeed, they are). They’ll say you should have bought travel insurance, which might have covered you.
Then again, maybe not. I’m betting a claim like his would have been met with a form rejection, noting that his cancer was a “pre-existing” condition.
Part of the problem with your claim was your level of technical expertise. You seemed a little uncomfortable using e-mail and, instead, preferred to make your inquiries by phone and fax. That used to work for airlines, but not so much anymore. I think you might have made more progress by sending a brief, polite e-mail to the right people at American with all of the necessary documentation. I list the names, numbers, and e-mail addresses of American’s executives on my customer-service site: www.elliott.org/company-contacts/american-airlines/. Instead, you called and sent a paper letter.
That’s not an excuse for American and the other airlines that have outsourced their call centers and stopped reading their mail. But it’s just the reality of the situation.
I contacted American on your behalf. It quickly refunded the $445.
“It’s true,” the comedian wrote on Twitter, “Sirius XM fired me for a poorly worded tweet that warranted suspension at best.”Continue reading »
In recent years, more than two dozen Massachusetts patients have been victims of medical errors during the eye surgery.Continue reading »
The next generation of airline seating involves standing in tight quarters.Continue reading »
Fifty years ago this question would have been easy to answer.Continue reading »
Flaherty says he aims to produce a couple of movies a year, and hopefully a television series, but the main goal will be a film training program for kids.Continue reading »
An airline’s posh first-class seats, which can cost well over $10,000, generate profit and boost the bottom line.Continue reading »
To this day I know that he will always respond to my texts within minutes, sometimes even seconds, but he will not see me in person.Continue reading »
In 2010, consumers threw away two-thirds of the 133 billion pounds of uneaten food that was produced for consumption.Continue reading »
It’s not just a childhood problem. Millions of adults may have undiagnosed attention deficit hyperactivity disorder.Continue reading »