Michael,
I have a headache just from reading. Obviously you would have never let this happen if you knew the “year rule”. I’m so sorry to hear about what happened.
The “year rule” is an industry standard across all airlines. It’s also written on their website, fare rules, and of course, the Contract of Carriage—the agreement that you “signed” when booking the tickets. I never thought it was fair until I read a book on airline revenue management to understand the economics of this battered industry that hardly makes any money. You purchased a non-refundable ticket. There are revenue and accounting implications which result in the “year rule”. Ultimately, this (and other) restrictions are the reason why your ticket was so much cheaper than a refundable ticket with no restrictions.
For certain, I can guarantee that their computer system would not allow an agent to reuse that ticket; it has expired. I’m sure it’s difficult, but try not to be mad at the agent answering the phone. Someone in the Customer Relations department would need to create and write-off a voucher for you. It may be worth a try to send a letter and ask. But honestly, I’m sure they need to draw the line at some point, and since the policy was written, they may be unlikely to grant one. I wish I had a better answer! Please keep the forum updated with what happens. I do hope you and your family enjoyed your trip to Spain and that your future travels are safe.
Matt
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