Originally Posted by
flyerCO
How was common sense missing? Agent was never told of an exception. It sounds like they went looking into the fare rules and saw no such exception and thus provided info based on what they had. This was purely a Delta issue for cheaping out on new hire training.
Because common sense says you don't offer a dead person a non-transferable voucher. It would be one thing (albeit incorrect) to say "nothing can be done." The offer of a voucher strongly suggests a serious lack of common sense or a lack of listening comprehension.