When my father-in-law passed away last august, we were supposed to go on a family trip 2 days later -- instead of flying TO our family, they all came here for the funeral. I called B6, customer service had no idea how to handle this. I was transferred around a few times, but ultimately, we were given a full refund. I was asked to provide the name of the funeral home for verification. Original agent wanted me to rebook (no fee) for a future date, but there was no way I was going to get my family on a trip before the summer was over... it was the right thing to do. It wasn't our choice that dad passed. We are regular customers - and B6 showed a bit of humanity last year. But we're not happy or excited about this customer service - it is really a normal, human way to operate. If they didn't give us the refund, it would have left a sour taste. I don't think any company will force travel on a family that lost a parent. At least I would hope not. Once I was transferred to someone in management, it was handled professionally and compassionately. That's partly why we continue to be customers.