This is purely speculation but, if the daughter was recalling correctly, the agent offered vouchers to BOTH passengers -- which is a pretty strange thing to offer a deceased person. That makes me think the agent wasn't really listening but may have been doing two (or more) things at once.

I can (kind of) sympathize with that. I was on a long call today where I began to drift and really can't tell you what it was all about, so I'll give the CS agent the benefit of the doubt.

All that said, I called the DM line and the agent was A-W-E-S-O-M-E and worked the whole thing out in under 10 minutes, and I swear I could feel her heartfelt sympathy over the phone.

Faith in Delta restored. ;-)