[Pauledwards]

How can an airline like US Airways treat people with no compassion and still get passengers in this day and age of competition? we recently booked 3 return tickets to Florida from Manchester In the united Kingdom as we where having a family get together with people from New Zealand, Unfortunately we got a phone call that the son off the family in New Zealand who was 12 years old had been rushed into hospital and sadly died, we immediately flew from the UK to NZ to be with them (it was my wife’s sisters son) he had had a brain bleed and died almost instantly.

On returning to the UK I contacted US Airways to say we would have to cancel our flights as there would be no family get together under the circumstances, there response was basically sorry for the loss but you have non refundable tickets so you loose £1800 and thank you for using US Airways.

I sent several emails asking them to use some compassion but the last email said it all here it is in full.

Dear Mr. Edwards:

Even though we understand your frustration, when you purchased your ticket, you agreed to the terms and conditions of a non-refundable ticket. We are not able to go beyond those perimeters of a non-refundable ticket, and therefore will close the file.

Sincerely,
Judy Ellefson.
US Airways Customer Relations
Corporate Office

Now even though you should read the terms and conditions most don’t as I didn’t but surely some compassion must come into play?

I will never use US Airways again and as the family concerned have had a full refund from New Zealand Airways feel US Airways are just exploiting the situation.

Yours Faithfully

Paul Edwards