Travel Troubleshooter: My husband's in a ER, because an $850 sheet change fee?

Dear Travel Troubleshooter: My father and we had tickets from Philadelphia to New Delhi on Virgin Atlantic this fall. We bought a tickets by CheapOair and paid $1,911. About 12 hours before a flight, my father was certified to a puncture room with serious stomach pains. Doctors diagnosed him with a tiny bowel deterrent and pronounced he competence need medicine a subsequent morning. He had to stay in a sanatorium for dual some-more days.

While my father was in a puncture room, we called Virgin Atlantic to surprise a airline that we wouldn’t make a flight. A deputy cut me off and destined me to call CheapOair. we called CheapOair, that gave me a choice of canceling and losing all a income or changing a reservation to a destiny date. we picked a date 2½ months later, not meaningful if my father indispensable medicine or how prolonged a liberation duration would take.

CheapOair told me we had to compensate $850 during that unequivocally impulse and afterwards take adult a matter with Virgin Atlantic for a reinstate due to a medical emergency.

I have contacted both Virgin Atlantic and CheapOair verbally and by email. I’ve supposing a sanatorium and medicine reports to both of them. Both of them tell me that a other association has a money. we feel we am removing a runaround. Can we assistance me?

— Sunita Gupta, Voorhees, New Jersey

Answer: I’m so contemptible to hear about your husband’s medical condition. In a conditions like this, your airline and transport representative should work together to possibly rebook we on a destiny moody with little, if any, additional expense, or give we a full refund. No, they don’t have to, though it’s a right thing to do.

It doesn’t unequivocally matter who has a money. CheapOair, as your transport agent, should have attempted to assistance you. I’m astounded that someone attempted to assign we an $850 price to reschedule your moody to a pointless date. Normally, when we make it transparent that we have to cancel a moody for resources over your control, like an puncture hospitalization, an online group will work with a special “waivers and favors” dialect to secure a merciful refund.

Bottom line: No one should force we to compensate an additional $850 when your father is in a ER. I’m certain that if CheapOair had entirely accepted your situation, it wouldn’t have taken your money.

You kept an glorious paper route on your complaint. It shows your representative and airline changeable a censure on any other. First Virgin told we it couldn’t change your reservation and asked if we had transport word — we didn’t, though that would have been a good idea — and afterwards CheapOair told we a change fees were nonrefundable.

In this situation, an interest to someone aloft adult competence have helped. we list a hit information of a executives during CheapOair (www.elliott.org/company-contacts/fareportal/) and Virgin Atlantic (www.elliott.org/company-contacts/virgin-atlantic-airways/) on my consumer-advocacy site.

I checked with your online agency, and it turns out that it had no goal of adhering we with $850 in change fees. CheapOair offering we possibly a full reinstate or use of your strange sheet value and a value of a change fees as a destiny credit, current for one year. You went with a full refund, and Virgin Atlantic charged we a reduction unpleasant $400 termination fee.

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