Often times folks complain about customer service. This message is a complement to the customer service people at American Airlines.

My wife had two trips planned -- one to a conference in NYC -- so round trip from Phoenix purchased flights, and one two weeks later to NYC (purchased) and return from London (frequent flyer miles).

Two weeks prior to the first flight -- my wife had a seizure -- two days later surgery for a brain tumor. Clearly the plans were tossed in the bucket.

I contacted American airlines with this information and provided all the flight details.

Within a week, American airlines refunded all the flight costs including the frequent flyer miles.

They noted this was not policy == but given the situation, they made an exception without any hassle at all.

Given that my wife (and I) are in a very stressful situation, I was quite pleased with the response at American Airlines -- this was over and above what they were required to do and it was much appreciated.