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Airlines can be compassionate — if you know who to ask

May 5, 2009

Remember “no waivers, no favors,” the unbending, post-9/11 airline policy that said all rules were to be enforced, no exceptions? Kay Fore got a little flashback when she asked Northwest Airlines to refund her nonrefundable ticket after her husband had a kidney transplant last year. Turns out she was talking to the wrong people.

I know what you’re thinking: nonrefundable ticket. Refund. Get a grip, lady. You rolled the dice and lost.

But in the real world, that’s a completely impractical view. Fore’s other option was a refundable ticket, which cost twice as much as the nonrefundable one.

Why the price discrepancy? Refundable tickets are sold to business travelers, who can afford to pay a premium in exchange for the flexibility such a ticket offers.

In the real world — and at some level of the organization — airlines understand that and offer refunds on a case-by-case basis.

But at what level? Not the one Fore tried to contact at first.

I sent an e-mail to Northwest Airlines, explaining that because of complications and being hospitalized several time since surgery, we have not been able to use the credit and asked if the credit could be used by our daughter.

Their answer was “no.” The credit could only be used by him and his new travel has to be on or before June 8, 2009. At this time, we are unable to do any traveling before June.

Northwest Airlines was acquired by Delta Air Lines last year, so it would be easy to assume that whoever is left in its customer service department is on autopilot, reading scripts or sending out form responses. Not true.

I suggested that Fore contact one of the former customer service managers with her problem. She did.

Northwest called and because of extenuating circumstances they will be sending us a refund. Thank you for giving us the information to pursue this.

I’m encouraged by Northwest’s response. It suggests that the airline — and perhaps even Delta — understands that sometimes, despite your best efforts, you can’t take a nonrefundable flight. Or use a nonrefundable ticket credit.

The gesture cost Northwest a few hundred dollars. But the next time Fore has a choice in airlines, I’m willing to bet she’ll go with Northwest/Delta.

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

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4 comments

  • http://cestbeth.com/ Beth

    This is great to hear there is still some compassion and humanity left in air travel.

  • Dave

    I would think airlines would realize that when they treat people well, it will come back to them in the form of customer loyalty and increased business. Of course, I still believe in Santa Claus too.

  • Kathleen

    Two years ago I had 3 non-refundable tickets on American Airlines to Germany for my husband, son, and myself. Unfortunately, 6 weeks before the trip my mother was diagnosed with cancer, and needed my support for her chemotherapy. I just called the regular AA 1-800 number, explained the situation, and asked what could be done. I was told that, if I provided a letter from a doctor stating my mother required my support, I could get a refund. I got a letter from her doctor, and we got $5,000 back, not a credit or a voucher, but the actual cash. This was greatly appreciated. Sometimes the airlines do have compassion.

  • Deborah

    I am currently waiting to hear from US Air to see if they will refund a nonrefundable ticket. I have already been told once no refund, but my client wrote this note:
    In March, we had purchased 3 tickets to Rome,Italy for a trial hearing regarding the loss of my 10 yr old son Kyle who was killed by an Italian man who hit him with his car on our vacation. My son & I used our 2 tickets to Italy but our witness Tim Bolts testimony was cancelled. He was supposed to attend a court hearing a week later. We already purchased his ticket before we were informed that he would no longer need to testify. Under circumstances that were out of our control, we are asking please for a refund or credit of some kind. We did or will not receive any money from the Italian court system for any travel expenses. We ask for help in regarding this manner. It would be greatly appreciated.

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