Originally Posted by
GMTmin8
Illness was used as the cause of cancellation as it was a non refundable ticket. Type of illness would not require hospitalization or doctor visit, but would making flying very unpleasant. The attempt at rebooking was many months later. The entire ticket cost was lost.
I think might be misunderstanding what I was meaning. Are you sure they actually told them when cancelling that it was illness? Is it possible they just cancelled the ticket and then when calling to use it for a new one at that point brought up illness. You can cancel a ticket online without ever speaking to someone and reuse it. If they did tell them it was illness when cancelling then either 1)they were told to get documentation but didn't or 2)HUACA was in order with the agent when calling to rebook.
I've had to do #2 before because the agent didn't understand that DL either requests the info at time of cancellation or doesn't request it. Supervisor had to explain to him you can't demand documentation after the fact if it wasn't requested in the first place.