A client of mine was supposed to travel on US Airways today but suffered a medical setback a few days and ago and was ordered by his doctor not to travel.
I had booked him a non-refundable revenue ticket on US Airways and called the airline this evening to see what could be done about his ticket. The first agent, though kind, was not the least bit sympathetic. She quickly cut me off and told me there was absolutely nothing she could do and that I needed to write US Airways Customers Relations with medical documentation and they would examine the case and make a decision on how to proceed. Again, she wasn’t rude or nasty, just disinterested. I thanked her, hung up, and called again.
The second call, I got a friendly agent with a deep Southern drawl who listened to my story, quickly cancelled the ticket, and added a note on the reservation that she had waved the change fee. She told me that when I was ready to rebook, I could simply call US Airways, cite the record locator number, and I would have the full value of the ticket to be applied toward a new purchase.
Both calls took less than five minutes and were handled by agents that spoke very authoritatively. But based on the divergent outcomes, only one must have been right. All’s well that ends well, but it would be nice to have received a consistent answer, one way or the other. Maybe if I call back a third time I can get a refund on the ticket…