Did AA change their policy on waiving the change fee in the event of death/serious illness in the immediate family? I know it used to be listed in their fare rules but now it's gone. I never needed it until recently. I first called the gold desk and the CSR was quite helpful and told me to make sure I wanted to cancel first. They would then enter information into the record regarding the problem including the doctor and hospital info. This would then be forwarded to a supervisor and it was up to them on if they would waive it. Well, I waited till the day before as suggested and the CSR I got this time was less than helpful. She said she would cancel the reservation and transfer me to a supervisor instead of taking any information. The man who answered said they did not waive change fees for serious illness/deaths. I was still very nice and explained what I'd been told 36 hours earlier and he pulled the "I sure wish I knew who you spoke with so I could correct that" bit. I then realized this was going nowhere and said thank you and hung up. I've since written a snail mail to AA but wanted some input before sending it. Any suggestions?