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Refund of Close-in Award Booking fees for funeral of friend?

Refund of Close-in Award Booking fees for funeral of friend?

Old Dec 16, 19, 12:55 pm
  #1  
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Refund of Close-in Award Booking fees for funeral of friend?

We recently lost a close friend and booked award tickets to Dallas for the funeral on AA. When I contacted reservations, they could not waive the late booking fee but suggested that I ask customer relations for a refund after the fact. I have contacted them, and they are requesting a copy of the death certificate. This seems like an awkward thing to ask the family for during their time of grief, and after searching dallas county website for 10 minutes, it appears fairly time consuming to get a copy, or at least a certified copy.

Has anyone else been thru this to get fees waived? Would AA CR accept a copy of the program from the funeral or the death notice from the funeral home? Pictures showing that we attended the funeral? Or is there an easier way to get a death cert?
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Old Dec 16, 19, 1:15 pm
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Waivers in the case of death/ compassionate fares are usually intended only for immediate family (or the passenger, or a traveling companion). They are not intended to allow all and sundry to travel to funerals.

https://saleslink.aa.com/en-US/docum...n_Requests.pdf
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Old Dec 16, 19, 1:21 pm
  #3  
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Originally Posted by bbriscoe34 View Post
We recently lost a close friend and booked award tickets to Dallas for the funeral on AA. When I contacted reservations, they could not waive the late booking fee but suggested that I ask customer relations for a refund after the fact. I have contacted them, and they are requesting a copy of the death certificate. This seems like an awkward thing to ask the family for during their time of grief, and after searching dallas county website for 10 minutes, it appears fairly time consuming to get a copy, or at least a certified copy.

Has anyone else been thru this to get fees waived? Would AA CR accept a copy of the program from the funeral or the death notice from the funeral home? Pictures showing that we attended the funeral? Or is there an easier way to get a death cert?
Whether AA CR will accept something else is a question for AA CR. Was this asked of them?

If you are NOT a relative (as listed), you will not get a certified copy of the death certificate from the government for 25 years, unless you provide a letter of authorization from a family member and a copy of their ID
This is a STATE requirement

The City of Dallas requirements are documented on their website (https://dallascityhall.com/departmen...tatistics.aspx)

Confidential Records Confidential records may only be released to a qualified applicant. Birth records are confidential for 75 years and death records are confidential for 25 years.

Qualified Applicant A properly qualified applicant is the person named on the record, a member of the immediate family (mother, father-if listed, sister, brother, spouse, and grandparent). All other applicants must provide a notarized letter of authorization from an immediate family member and a copy of their VALID photo ID. Legal representatives or legal guardians must provide legal documentation (such as contracts, or court order documents) that demonstrates a direct, tangible interest in the birth certificate.

Last edited by mvoight; Dec 16, 19 at 1:27 pm
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Old Dec 16, 19, 2:38 pm
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It seems like a customer care issue.
First sorry for your loss. It doesn't matter they they are not immediate family and want to acknowledge that you lost someone special.
While the official policy is immediate family a good customer service agent will consider a refund as a courtesy if warranted.
Remember they are not obliged to do so but if they do it would be nice of them.

That being said, feels kinda not nice to ask for a death certificate from a grieving family.
Plus those documents are usually really private with intimate information.
If you have an obituary or a funeral record or program maybe that will suffice.

Basically write a nice letter with what you have to customer service, if it works great, if it doesnt, sucks, but at least you tried.
You're just appealing to another human being at the other end who has the power to waive emotionless corporate rules if they choose to.
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