[jimworcs]

I don't think it is unreasonable for the customer to expect a credit to remain on file in these circumstances. He was fully entitled to demand a refund, as the airline was unable to deliver the service he had paid for. It was not a complementary upgrade. He graciously accepted to just take the service the next time he flew with US Air, giving them the benefit of his money for quite a considerable time. It is wrong in priniciple in these specific circumstances to suggest that his purchase had somehow expired, and if I was him I would pursue a full refund of the money paid. It this this kind of arrogant behaviour by companies which does damage to their already battered reputations. He paid for a service and didn't get it because of failings by the airline... he had no control over this.