[SadButTrue]

I just got off the phone with Delta Customer Service. I think I need to redefine Customer Service. One thing is for sure, that was my last reservation with Delta - ever!
I booked the flight for my parents as my wife was awaiting our first baby. Unfortunately things didn't go that well. My wife and my son ended up in the ER and later in the NICU. But, that's not the end. Sometimes life is really testing you. My grandma had to be administered to the hospital in Germany as she had a heart attack. In addition she now is completely confused as she suffers from severe Alzheimers and doesn't know where she is.
So as I try to make changes to my parents flights I was told that the tickets we have are non-refundable and changes are not permitted. The female Seattle Customer Care Supervisor told me that THESE ARE THE RULES - NO EXCEPTIONS. Even though that (as probably most Americans) we don't have any health insurance we are now stuck with a $$$$$ bill (what certainly is our fault), Delta is not willed to make any changes but told us to book a complete new flight. Shame on you Delta. This is not the way to show. Especially not for a huge company like Delta. Stone Cold and no heart. It's sad to see how some companies do business these days.