Often1

This ticket, according to OP, is refundable.

hansyuwiwb

You cannot dispute what is in TIMATIC with the airline, even if it were incorrect. The airlines will strictly follow what is written in TIMATIC as it shields the employee from any liability should something go wrong. If an agent lets a pax on against TIMATIC advisory and the pax gets sent back, the agent will get into huge trouble with their employer. That's why they are not very interested in helping you.

If you are going to fly in these times you need to check TIMATIC yourself and be certain to follow what is written in there or else denied boarding is almost a certain outcome.

warakorn

... but not if the passenger has been recorded a NO SHOW.

IAN-UK

NO SHOW and its consequences are not universal laws. They represent a commercial construct proposed by the airline and accepted by the passenger when the ticket is purchased. The airline can choose to relax, revoke, the penalties enshrined in the contract. The decision to do so could be based on consideration of the circumstances that triggered the penalty, the costs involved in revocation, the goodwill generated and he wider effect of not enforcing the terms of the contract.

The costs of accommodating the passenger are likely negligible: the effect of goodwill could be significant. The question of fairness is moot, and in general airlines don't like to be seen as soft touches in terms of enforcement of terms and conditions.

I have benefitted from generosity around <no shows>, both in missing separate-ticket connections and delay getting to the airport. in both case he situation was resolved at the airport: I wouldn't fancy my chances getting sympathetic treatment, post hoc, through customer service.

Often1

But, to be clear. "No show" on a fully refundable ticket may have no consequences beyond having to call in and be rebooked for a later date. OP says that his wife's ticket was refundable and thus, it may well be that once she has obtained proper documents, she will be permitted to travel.

On the other hand, if one has purchased a discounted ticket which is non-refundable, it is entirely a customer service gesture whether the carrier rebooks without penalty or rebooks at all (absent the purchase of a new ticket at then current prices).

Some carriers do this as a matter of routine and others are steadfast in not doing so. The same is true for all manner of reasons for rebooking.

The cost of rebooking is revenue foregone to the carrier and that ultimately translates into PRASM for the route. In each individual case, it is easy enough to justify. Overall, it becomes an operating cost carried by those passengers who presented themselves with proper documents.

The decision to charge a fare at all is solely a commercial decision and carriers could hand out free tickets if it suits.

ISTFlyer

Most QR tickets have no-show fees and the passenger could pay the no-show fee ( in terms of a service fee ) to re-activate his ticket and book at his date of choice.
Any applicable fare difference would also apply.

He could also get a refund of the amount he paid minus the no-show fee & the taxes he used ( eg. security tax in OSL ) if he would like to.