[jimworcs]

Hi BKK,
Welcome to the forum. I agree with much of what you say and it is certainly the case that travellers need to insure themselves against this kind of eventuality. However, there are a number of options the airline could take to help in circumstances such as this.

First, a death in the immediate family is clearly a highly distressing event. As soon as an agent is notified by the passenger this has occurred, it should perhaps be passed to a supervisor. Crass "advice" to buy insurance is insensitive and unnecessary.

Second, the airline could have a policy which charges for a new ticket for example, which will be refunded when the passenger is able to send a copy of the death certificate. This would protect the airline from fraud, but at least recognise the needs of the passenger.

We seem to have developed a tendancy for any compassion or discretion to be applied and as we do so, we become a less caring and empathetic society. I hope and expect that individuals will act in a compassionate way to people in crisis... I would hope that our corporate citizens would do the same.