No hope for an airline ticket refund – or is there?

american5Question: I’m trying to help my sister get a refund on her daughter’s non-refundable airline ticket. Her daughter went to Spain in January as an exchange student. Her return was scheduled for May 29th.

When my sister, her husband and son went to Spain to visit her, my brother-in-law was rushed to the hospital. He had been hospitalized for over a week until he was stable enough to fly back to Boston. They weren’t sure that he would survive, so my niece went home earlier than expected.

My sister could really use the refund to help pay medical bills.

I looked at American’s web page and it said there are exceptions to the non-refundable ticket. I thought this would apply to my sister’s flight. When I called American Airlines I was told that it would cost $250 to exchange the ticket, but the ticket was only worth $87. The ticket was virtually worthless.
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These Surfbouncers really know how to sweet-talk a girl

screenOne of the first questions I ask when someone needs help is: Could I see the correspondence between you and the company? When Steven Price showed me his back-and-forth between with a company called Surfbouncer, I was speechless.

And then I asked the company for its side of the story.

Normally, here’s what happens when you have trouble with a business: You send it an email with your problem, and it replies with a pre-fabricated form response that vaguely addresses the issue and offers non-apologies like, “We’re sorry for the way you feel.”

Surbouncer, which offers VPN services for international travelers who need to stay connected, is not one of those companies.
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