She missed her grandmother’s funeral — does she deserve a refund for her ticket?

Kimberly Walls missed her grandmother’s funeral. Her United Airlines flight was delayed and she couldn’t make her connection from Denver to Great Falls, Mont.

Should United refund the ticket?

Well, according to the airline’s contract of carriage — the legal agreement between her and the carrier — the answer is “no.”

Rule 240 c) says United will transport Walls on its next flight to Great Falls, but it doesn’t guarantee that it will get her to Great Falls as scheduled.

This kind of thing drives passengers up the walls. Don’t airline schedules represent a guarantee (if not a contract) to transport you to a certain place by a certain time? Strictly speaking, no.

Still, should United refund her ticket, if for no other reason than that it’s good customer service?
Read more “She missed her grandmother’s funeral — does she deserve a refund for her ticket?”