If you are talking about the airline making the change, then I agree. If you are talking about a delay, then I disagree, unless the delay is airline related (maintenance, etc). I guess I was thinking more along the lines of a delay.
As per non-refundable being non-refundable. I will issue a voucher to passengers for the cost of their ticket, if their ticket in non-refundable, or just cancel their itinerary, and they then have a year to re-use it, and book another flight. Of course, in that situation, they would have to pay the difference in fare, etc., if the next flight is more expensive. And yes, if it were cheaper, they would get further vouchers, for the difference.
As per airline employees arrogance. It isn't arrogance, on my part --- I do what my managers, etc., tell me. If they tell me I cannot refund a non-refundable ticket, I can't do it. I always try to argue on the passengers behalf, to my managers, and get them to approve things, such as refunds, but if they don't approve it, I can't do it.
I do everything I can to help passengers, but if my company has a policy, I have to follow it, or else I risk my job. It isn't always about the agent's arrogance, as it is, the arrogance of the upper management who make the policies, that we, as agents must follow.
Also, what is the point in having things as "non-refundable", if indeed it isn't "non-refundable". As per buying a sale item at Target .... most of the time, when you buy a sale item, it does say "non-refundable", or "no returns". I've bought items on sale, before, that I've needed to return, for defects, etc., and not been able to. These issues effect people in almost any business they walk into, not just the airlines. I realize that the airlines have people's lives, for the moment, in their hands, and thus it is a bigger deal to most, than returning a toaster, but lets not kid ourselves in thinking that his arrogance, etc., doesn't exist in almost every other company, as well. It certainly doesn't even come close to just being the airlines.
Also, most airline agents, like myself, couldn't care less how much you pay for your ticket, etc. It isn't about pinching people wallets, as agents. I don't like charging people for bags, I don't like it when someone has spent $800 on a ticket, and now their flight is cancelled. I'd rather get the people checked in, on their way, and not have to deal with them further. I don't enjoy rebooking people, etc. It simply comes down to the fact that we, as employees of a company, have to follow the companies, and our manager's policies. The same as anyone working for any company. I would run things differently if I ran an airline, but unfortunately, I don't run it. But, that doesn't stop some passengers from treating me like I make the rules, and have ultimate authority. I wish!
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