[i450009]

Originally Posted by richright

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.

As Jetliner was so careful to point out, any consideration to refund a nonrefundable fare is an exception, and, thus, won't be found anywhere in the Contract of Carriage or the Customer Service Commitment. Exception, by definition, is something that supercedes "general policy."

Southwest is a company that has a heart. With documentation, I've known them to refund nonrefundable fares or downgrade a fare increase when last-minute changes are made due to death or illness in the Customer's immediate family of of the Customer him/herself. However, requests for such exceptions must still be made, for example, within the timeframe to request/receive a refund (ie, Southwest can't make further exceptions to the exception).