I can add to the info here that they were very accommodating when my father in law went into hospice and then passed a week later. I had two trips in a row that they allowed me to reschedule with no change fees, fare differences, or any other penalties. The phone rep asked for hospice and patient names.

The 2nd week, I had a flight out that night from XXX, but I had booked a last min award ticket to YYY to try and get my spouse there in time. Sadly, we found out upon arrival that it was too late. I went to the ticket counter in YYY to see what to do with my flight that night from XXX, and the ticket rep couldn't have been nicer. She did not ask for anything, just moved the ticket a few weeks ahead.

I would say to the OP that you might give them a call and let them know that the information had been sent, and see what to do from there.