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U.S. Airways said they are standing by their decision not to refund money for tickets purchased by a woman diagnosed with terminal breast cancer.
Lynn McKain and her family had purchased five round-trip tickets earlier this year to Belize. The dream trip was booked after she had been cleared of breast cancer. However, she was recently diagnosed with stage four breast cancer and her doctor ordered her not to travel, according to a report on WUSA.
When the McKain family asked for a refund on their $4,200 tickets, the airline refused, explaining that the tickets were nonrefundable.
“We are so sorry to hear about the situation with Mrs. McKain and we empathize with her,” U.S. Airways spokesperson Liz Landau told Fox News & Commentary.
WUSA reported that McKain provided letters and medical documentation to the airline proving that she was not able to travel, but so far – the airline has refused to budge.
Outrage is growing online. A blogger at The Right Sphere called the airline’s decision “cold, heartless and just plain mean.”
“If this is the kind of company U.S. Airways chooses to be, I assure you I will never fly with them again,” wrote one blogger.
Landau said the airline agreed to waive change fees as well as offer the family vouchers for future flights.
“We’re trying to be flexible and offer her and her family some accommodations,” Landau told Fox.
“Big deal – I may not be alive,” McKain told WUSA. “What good is a voucher gonna do me?”
Landau explained that the vouchers “can be used by anyone in her family.”
She also offered a word of caution to all travelers.
“As with purchasing anything, it’s important to understand the terms and conditions of the tickets you purchase,” Landau said.
So the bottom line for the McKain family – no refund.
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This is horrible. They should refund the money. The publicity they will get on this is going to be negative and overwhelming.
Many other companies with proof in hand would have done the morally right thing. It Christmas time-Can't this airline show some goodwill and compassion to a family which right now has more on their plate then they need. Mr Ewing prayers for your daughter's recovery. Sweet child shouldn't have to suffer with this at her age.
If someone that worked for this heartless airline was in the same shoes as this poor lady what would they do? I know they would Punt! I will think before I purchase any Tickets from their Heartless Airline.
These businesses act like they can't make exceptions to the written rules, which is ridiculous. Whoever the CEO of the Airline is should be fired. Here is a great opportunity to create some positive PR and to make some customers lives a little easier instead they are destroying their reputation over $4200. I wonder how much they wasted in advertising this year.
These businesses act like they can't make exceptions to the written rules, which is ridiculous. Whoever the CEO of the Airline is should be fired. Here is a great opportunity to create some positive PR and to make some customers lives a little easier instead they are destroying their reputation over $4200. I wonder how much they wasted in advertising this year.
Yes, it is important to understand the terms and conditions when making a purchase…. That being stated, it is also important to understand the ramifications of making stupid business decisions. The cost of this poor business decision is as immeasurable as U.S Air's drop in value. Maybe I should sell some U.S. air short…
stage four cancer, forget the doctor, more reason to go and life it up. She should of went.
Or at least let them be transferable.
It's a sad story, but they bought a non-refundable product. Period. I think it's very nice of USAir to waive change fees. Maybe the family should go on a trip after Mom's gone. Bad stuff hapeens to everyone and ALL of us need to take responsibility for OUR bad stuff. Life's NOT fair. Get used to it!
I understand that there are rules, but sometimes you have to make an exception…It's not like they just decided to cancel because they don't feel like going or they need the money back, this poor lady is dying. This family thought enough for this airline to book there vacation with them. GREED…..That's what's wrong witht his country….Where is your compassion for you fellow human being? It's just wrong, I think!
Had something similar happen to us last year – bought a ticket for a friend, who wasn't able to visit, USAirways wouldn't let us refund the ticket or transfer the ticket to anyone else – could only be used by the person who it was originally booked for…didn't matter that we paid for it!
Had something similar happen to us last year – bought a ticket for a friend, who wasn't able to visit, USAirways wouldn't let us refund the ticket or transfer the ticket to anyone else – could only be used by the person who it was originally booked for…didn't matter that we paid for it!
The Airlines position on this matter is greedy, in bad taste, and really bad customer service. Whatever happened to doing the right thing right? I'm all for capitalism and a fair profit, but tempered with ethics and conscience. Doing business with banks and airlines (exception, Southwest) has left me feeling like I have been taken advantage of by scam artists and thugs. In protest, my New Years resolution is to only fly if absolutely necessary and be my own bank.
Every action has a reaction. Mine…we were discussing wether to buy airline tickets between US Airways and South West. Based on this story I just bought 4 tickets with South West.
Goodness! The lady is dying, have a heart. I understand that they have a policy, but they can waive that policy and give her money back. They will make the money back in less than a day. Everything is about making a dime these days….have some compassion. I am sure if it was someone at US Airways or one of their family members they would want their money back too.
While the Airlines' rules are legal and they have the right to refuse a refund the mere fact that this went public on the internet will cause US Air to loose a lot more money than the refund would have cost them. I do have one question though. How can an Airline have rules that allow them to keep money for a flight the passenger can't take? They overbook all of their flights so they will not loose any money.
Already not a fan of US Airways. Will make sure not to fly them in the future. Like people say, no they are not obligated, but there's something to be said about compassion, working with people, etc. With someone in Stage 4, they might need the money over future travel vouchers. I know that when businesses work with me, I remember and use them again in the future. Stupid move on the PR side!
The option of refundable tickets is there for reasons such as this and many others. It's a choice to buy refundable or non-refundable. One costs more but offers a chance to move or cancel. This is just like someone suing a car manufacturer because they didn't buy the model with the camera that would have perhaps helped them from backing over their own child. It's a horribly unfortunate set of circumstances, and my sympathy goes out to the family, but it is not the airline's (or car manufacturer's) fault here.
Although there are many view points to this situation from people our are close to this type situation, one is not more right than the other. The underling conclusion to this story is things happen to people that are unforeseen and sad and it is up to the company to decide how they want to handle that situation. U.S Airways chose to handle their way and as consumers in a Capitalistic society we the people can decide if we want to us this airline in the future. This is why as consumers we have the right to chose a competitor for our travel. This is the decision everyone else has the freedom to make.
I will never fly US Airways again.
The management of US Air cannot see past their penny wise pound foolish wallets. The bad press will cost them and deservedly so.
US Airways has no heart….to corporate for me. That's the problem with big business today. What they are saying to the McKain family is "It's a business and the hell with you lttle guys" This why there are "Occupy" movements across the US. Shame on US Airways!
This is so typical of many companies in this country anymore. It's all come down to "legal" obligations. There is no concern for humanity and what might be the better thing to do. I understand that at some point companies have to draw a line when it comes to going around the rules. But there ought to be some contingency plans for situations such as this. The whole offering no charges for changed dates, etc., is all well and good. But in a situation where someone may DIE and not ever be able to use the tickets, it would seem the better course to me to issue a one time refund. What is the U.S. Airways policy regarding deaths and non-refundable tickets? Because technically, this may, horribly, be what happens. If this woman was dead already, would they refund the money? A Stage 4 diagnosis, to me, ought to be a consideration for refunds.
I'm so sorry this family has such horrible news and is also dealing with a dream trip that may never happen even though they're losing the money for it. God bless you, ma'am, and your family. I hope U.S. Airways rethinks this position and allows the giving mood some folks get during the Christmas season to let them do the right thing in this case: Give them their money back.
I side with the airline. non-refundable is non-refundable. I feel sorry for the lady, but maybe she should take the trip anyway and enjoy herself. It might be the last time she can sit on the beach.
Why stop with the airline? Why not demand that ALL companies with any business relationship with terminally ill patients give them EVERYTHING for free? Pay off their mortgage and their cars and their credit cards, give them free clothing and groceries, walk their dog for them……where does it end?
THEY OWE HER NOTHING! Millions of Americans die of cancer every year. That is not the fault of airlines or any other companies. Why does THIS particular woman deserve to be singled out for special treatment? Answer: Because she's the subject of a news story. That's why. No other reason.
I had cancer. Where is MY free money?
Did the ticket purchaser also buy the insurance for emergencies? I always do, just in case something happens that I can't make the flight! In this case, this family should be made an exception and refunded the monies. Why prolong the pain for them all…give this lady some dignity in her last days. I can't see anyone objecting to this. Come ON USAir…be charitable!
American Airlines, fiscally bankrupt. U.S. Airlines, morally bankrupt.
The Airline may win this battle, but in the long run LOSE THE WAR. When travelers see how rigid and cold U S AIr is howpfully they will fly a different airline. US AIr could stand to lose millions in new and repeat business.
The Airline may win this battle, but in the long run LOSE THE WAR. When travelers see how rigid and cold U S AIr is howpfully they will fly a different airline. US AIr could stand to lose millions in new and repeat business.
Insurance! Insurance! Insurance! I never fly without doing this. If you don't need it, someone in your family may need you………..and most insurance includes that.
Mind-boggling that companies has so little insight that they cannot anticipate the damage such decisions can do. Far better to return the 4G and have many people feel good. So few people in business can step up and make common sense decisions.
Travel insurance, which would cover such a medical condition, is offered when tickets are purchased. The information relating to travel insurance is clear and states that if a medical condition exists the fare will be paid to the traveler. When one purchases tickets, the airline clearly defines what tickets are nonrefundable. I am sorry this person is ill, but one must take responsibility when the terms of the purchase were clearly stated at the time of the purchase. I have no on going health problems, but I always purchase travel insurance. So far I have not had to use it, but as I purchase the non-refundable tickets, I feel it is my responsibility to cover myself if the unexpected happens.
While many of us want to chose sides, it is ok to show compassion to the family and support them in spending their precious last moments in a positive and beneficial environment, not projecting hate, venom and losing valuable time. At the same time, this business made a decision not to refund, similar the family making the decision to buy nonrefundable tickets. Enough of the blame, the situation is awful, but because someone is dying, not because of the failure of the family, or the business, or government or whomever else we want to blame. It happens, just focus on prayers for the family.
That's pretty bad, Peter. It's just one more sign that businesses are desperate. My wife this year had to travel unexpectedly to a funeral. Normally, the airline would refund half of the ticket price on a full-fare ticket for a funeral. Not this year.
US Airway I will not be using your service!
My daughter passed away in '07 while we were on vacation. We were completely devastated but United Airlines refused to accommodate a change in our return schedule given the circumstances. I travel a lot and will never fly United/Continental ever again.
I'll never forget.
Omgosh!!! I am so sorry!!!
SHAME ON THEM!!!
Very sad.
Mike Sims I'll just fly Southwest instead
We LUV SW – right Mike???
I am so sorry to hear that Patrick. That's horrible that they treated you so badly.
I had one awful person on Delta make me cry when I needed to change my ticket from Cancun to San Antonio when my brother had his accident (I was supposed to fly Brussels-Cancun for a vacation 5 days after he fell from the window). B@stard hung up on me! But then I called back and got someone else who changed it, waved the fees, etc. And put in that it was an emergency for me so even though I was on stand-by I got premium seats and pampering whisky. I think all of them are hit or miss on this front. Mean people are everywhere!
Seriously? I was diagnosed with Breast Cancer at age 34 with 3 children under the age of 5. Although it totally SUCKS that this woman has relapsed -it is the worst news ever – why is this the airlines problem? They are allowing the family or anyone for that matter to use the tickets…. People need to stop being a martyrs and stop expecting the word to stop because THEY HAVE CANCER! Do you have any idea how many people get cancer? Cancer patients are not SPECIAL in any way! It happens every day! Shitty as it is. It's the truth! I would tell any cancer patient, as I told myself, stop feeling sorry for yourself and start doing what you can! Fight your disease and love the life you have today. It IS NOT the airlines job to make it right – they can't solve the real problem and asking them to "bail you out", although convienient, isn't the answer you want. You want a cure. The airline can't give it to you. If you just bought a new car and realized you wouldn't be driving anymore… should the dealership take it back? It's called LIFE! SHIT HAPPENS! DEAL WITH IT!
Seriously? I was diagnosed with Breast Cancer at age 34 with 3 children under the age of 5. Although it totally SUCKS that this woman has relapsed -it is the worst news ever – why is this the airlines problem? They are allowing the family or anyone for that matter to use the tickets…. People need to stop being a martyrs and stop expecting the word to stop because THEY HAVE CANCER! Do you have any idea how many people get cancer? Cancer patients are not SPECIAL in any way! It happens every day! Shitty as it is. It's the truth! I would tell any cancer patient, as I told myself, stop feeling sorry for yourself and start doing what you can! Fight your disease and love the life you have today. It IS NOT the airlines job to make it right – they can't solve the real problem and asking them to "bail you out", although convienient, isn't the answer you want. You want a cure. The airline can't give it to you. If you just bought a new car and realized you wouldn't be driving anymore… should the dealership take it back? It's called LIFE! SHIT HAPPENS! DEAL WITH IT!
Yes Dale Simmons that is true, but it would not have been a public matter or brought to light if they did it under the radar. Instead they choose to not refund it then causing it to be dragged out into the public. It was dumb of them. They have just hurt thier business because of it.
I want my taxpayer bailout money back! Ms. Landau, contrary to popular belief there IS such a thing as bad publicity.
Will never fly this airline!
U.S. Airways? I'd rather walk.
Disgusting! Sure rules are rules, but what is happening to the compassion of the America society? I will never fly U.S. Airways again and am horrified at the state of our country. Greed Greed Greed!
I hate people who try to use their pity stories to get around stuff. Nonrefundable means nonrefundable. Get over it.
Paul Picchiottino
Legal is one thing double selling of tickets might be considered gauging. Our friends and neighbors have been refused a refund, wave the change fee use by June 2012. Friend has throat cancer, emergency surgery, under going chemo and radiation for the next seven wks, canceled a trip to Mexico. We have been offered the same refund policy for heart problems recently discovered. Letters from our doctors had no effect on the Airline.
Guess we won't be making reservations with them any time soon. You just never know what my hit you….
This reminds me why I love flying Southwest!
Praying for her and her family – that she will recover and enjoy that trip to Belize… via a different airline.
wouldn't southwest do the same thing? Allow another family member to use the money toward another ticket and not charge a change fee?
If you have a reservation on US Air, CANCEL it and hit them in the wallet. This is totally unacceptable. And the airlines wonder why they have such a bad rap these days. PUHLEESE! They bring it on themselves with actions like this.
More of the entitled generation. I wanted the tickets, I booked the tickets, I agreed to the terms of the purchase because they were cheap tickets and carried a non-refundable clause. Ah but those don't apply to me. Why not sue the doctor for clearing you of cancer and then saying no the cancer had actually progressed not recessed, sorry. Everyone else is responsible but you. I'm guessing you don't want to pay other bills either because nature dealt you a bad hand but it's everyone else's responsibility. If you thought after recovering from a life threatening illness that there would not be any possible complications then you are naive.
I think the airline has been more than fair. When you buy nonrefundable tickets they are just that. Nonrefundable. That is why there are companies that sell travel insurance. I cruise frequently and almost never buy insurance knowing that if I'm not on the pier to catch the ship I don't get anything back. When you take a chance there are risks and sometimes you win, sometimes you lose. I do pray for Mrs McKain and hope treatment is successful but just don't think the airline should do any more than what they offered. They have been more than fair.
Travel Insurance?
I think it’s easy to make negative generalizations, and claim companies are greedy or evil when your understanding of how they work is limited (such as not knowing that net margins are less than 1%, or not understanding that a seat refund can actually represent a loss in the form of opportunity cost).
Empirical data show that airline revenues are driven primarily, if not almost entirely, on price (with perhaps the limited exception of airlines that can gain coveted routes that competitors cannot); so from an evidence-backed point of view, I doubt this press will adversely affect US Airways.
It seems that some have such definitive conclusions on this issue, without citing any fact, evidence or logical progression for their reasoning.
For only $4,200 U.S. Airways just bought themselves $100 Million in bad publicity.
I'd be suing whom-ever cleared her of breast cancer prior to purchasing the tickets, not the airlines.