Tragic Mile Useage
 

My sister called at three in the morning the day before Thanksgiving and informed me my dad had become suddenly very ill, and was not expected to live much longer. I immediately began calling the airlines to make arrangements to go to the hospital in Florida from California where I live. At first I did not even consider using miles and just asked about fares. Several airlines quoted me fares of about $2,000 RT each, and they told me I would not qualify for a bereavement fare since my father was not actually dead yet.

I than asked several of the airlines about using miles for the journey. I wanted to leave immediately and it was a blackout travel day, for all the airlines. I thought my chances were rather slim. I had enough miles in several programs and called them all. The results: Continental told me I could use 40,000 miles and Easy Pass to get to Florida but I would have to take the red eye the next evening. American Airlines could sell me a ticket but I could not use Advantage miles. Latin Pass did not answer the phone.

I spoke with a wonderful and compassionate service rep from United Airlines who was willing to go the extra mile. She booked a flight at eight in the morning it was than six AM and had me on my way to Florida for a standard 25,000 mile award and no other fees. She faxed me the itinerary and I made it to the airport just in time to catch the flight.

I spent the last five hours of my fathers life with him in Florida, we spoke a little and I was able to tell him how much he meant to me.

I like many on these boards spent a great deal of time, bashing United for its problems last summer. I swore I would never fly them again, but they have now converted me into a customer for life. Thanks United.

I am somewhat surprised by the bereavement rule. Last time I checked, AC allowed use of compassionate fares in circumstances of death of a family member or serious illness requiring hospitalization. (The degree of relationship is broader in cases of death).

Also, AC will generally waive capacity controls and blackouts on bereavement travel using points.

Sorry about your father's death. This may sound crude, but I've never done this before and I am just wondering how you go about proving to the airline that your family member is indeed ill or passed away? I mean do you have to provide them actual medical documents proving that someone's in the hospital? And if so, when does that happen? I mean surely they dont expect you to have the paperwork ready when you're calling last minute to buy a ticket...so do you have to provide them some proof after the flight? Thanks for any explanation, but hope I never have to face such a situation...

My condoolences to your father's death.
I am happy for you that with the help of UA you were at least able to spend the last few hours with your dad.
As a very frequent UA flier (1K Million Miler) I have brought up critical comments on UA, e.g. during the course of this year.
It is always these special employees who really care about your concerns & thus make you keep your business with them. Happen to me on several occasions when I was about to toss my hat into the ring.
Glad to hear that UA DID WELL this time around, especially in one of your most important moments of your life.

Here's my take on bereavement/ill family trips:

I really don't think it's any of the airline's business why I am travelling. While it's true they don't take the initiative and ask you why you are travelling, I just don't see why it should be necessary to prove why one needs to travel at the last minute (i.e., it's not a business trip, which presumably has no limit on ticket price).

This is just my opinion. If it works out better for someone to call and explain to get a reasonably priced ticket, that's fine (25,000 miles is a "price" in that you can't use it for some other trip).

Personally, if I have a family situation, I will fly on Southwest Airlines before I explain/beg at another airline. SWA is dead last on my list of domestic airlines; that's how much I dislike being forced to justify a reasonable price for last minute travel.


Should a grocery store charge 200% more for using the express lane (presumably to provide lower prices for the non-express lanes), unless you can provide a valid reason? (including notarized documentation of non-business-related hurriness) http://www.flyertalk.com/forum/mad.gif


[This message has been edited by JS (edited 12-07-2000).]

Each airline has its own policy. Some only require the name of the ill/deceased and the hospital/funeral home. Others require more information.

Airlines also have different policies as to how near the relationship must be in order to qualify for a bereavement fare. US Airways seems to be the least restrictive, offering them to cousins.

The Wall Street Journal did a story on bereavement fares in August in which I was interviewed. The story is available on the publicly accessible part of the Wall Street Journal's website at http://travel.wsj.com/n/SB9675742109...ir-travel.html

My brother died quite unexpectedly in October of 1999 and I was able to purchase a coach ticket from United at the special bereavement price of $989 from PDX to BTV (1/2 the coach price on that day). I know the ticket agent at one of the PDX area CTOs so she didn't give me a very hard time but explained that she must document the hospital, phone number, doctor's name and funeral location/phone number. Needless to say, given that the "event" just happened a few hours prior, for some reason I did not have all of this info handy. After a couple of calls to Vermont, I was able to get the hospital name and phone number. All of this was dutifully documented in my record and fortunately nobody bothered me for any additional details afterwards.

Sorry about your dad. It's heartening to know that there are still folks and companies with a sense of humanity- way to go United! And thanks for sharing your story here. I dumped United this summer and your story is making me reconsider them.

Very sorry to hear about your father. Thanks for sharing your story and glad to hear that you got to spend some time with him before he passed on.

Condolences to you and your family. I've been very lucky to enjoy a couple of international trips with my parents (mid sixties in age) this year (Hong Kong in September and Thailand last month) and will remember those forever. Glad to hear UA helped out in a time of need.

I am sorry to hear of your father's death. I hope your eloquent report of a single responsive and compassionate United agent's helpfulness will be read by United and many other airlines. How many airlines passed up this opportunity to gain a customer for life. And what a lesson this is in customer service and responsiveness.

Very sad to hear of your loss. I'm glad one compassionate airline went the extra mile and got you there in time to say goodbye. Thank goodness you had miles in your account.

This is exactly why I always keep a balance of 75,000 miles in one of my accounts (NW) just in case the three of us (me, wife and child) ever need to leave home in a hurry.

------------------
Addicted to airline miles? Check out: The Airline Mileage Workshop

Condolences for your loss.

When a dear friend lost her husband to carcinoma, US gave my wife a marvelous fare and were very gracious about it. I will always appreciate it.

deepest sympathy to you and your family....

my father passed away suddenly while i was in Paris almost two years ago, had to spend one hour on the phone arguing with Delta agents for a bereavement fare, they told me i was given 50%off, but later found out it was actually instant purchase fare...(no discount)
you were lucky that kind and compassionate agent picked up your call....

best wishes,
belle

[This message has been edited by belle3388 (edited 12-08-2000).]

Truly sorry about your loss. My sympathy to you and family.
While I'm sure that this was the furthest thing from your mind(as it should be), were you able to get the CSR's name or employee I.D.? It really doesn't sound like United did much for you but rather a compassionate United employee. I've had a couple of occasions where if not for a very helpful CSR who was willing to "go the extra mile" or even bend the rules a little, I would have had problems. This case sounds like one of those occasions. If I knew who the CSR was that helped cy-gone, I myself would call United and express my gratitude. If anyone gets one of these 1-in-100 CSR's, please don't fail to acknowledge their helpfulness by speaking to there supervisor.