You said, "Generally if you provide a doctors note, they will make exceptions".
That is not the case, not part of their carriage of terms, and NOT their general policy.
That is what the guys complaint is about.
Paying a rate typically double the normal discount fare is a steep price for the privilege of cancelling without penalty. The fact that no airline is any better is of no solace for a poor person that needs to take a flight for a medical emergency.
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