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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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US Airways has lost it's ethics like so many other american businesses with greed as the central concern.
Thank God I read this now, I was just about to book a flight tonight to go and have surgery, appropriately enough cancer surgery. I think the flight I was going to take was on US Airways, not anymore, I will walk before I fly them again! Well until they refund this poor person her money. I understand having rules and all but in a case like this having a heart should over ride such rules. Now I have to pay more for a flight but I wont fly an airline that is so heartless!
True the companies policy is no refunds..but please…under certain circumstances..rules can be bent a little. Just another example of heartless corporations caring about money more than people.
And Phil..I hope you are doing ok. My thoughts and prayers are with you.
Look it's just a drop in the bucket! US air won't ever miss it, but $4.200 is a lot of money to most common folks. Especially for someone that's in a position like Ms McKain.
To all the people who wish the airline will go out of business, are you saying that you want 10,000 people out of work and for THEIR families to suffer? And 10,000,000 more have to suffer to pay their unemployment or food stamps?
People all the time ask for "sympathy" to their individual situation and unfortunately for the real cases a lot of it is fraudulent. Honestly its hard for me to believe that with the current severe medical situation this family is wasting precious time doing a news story and trying to slam a airline who is only abiding by a contract? McKains! Forget about this and concentrate on the health issue!
I see a lot of people who want to say the airlines should just forget the contract terms and give a refund like to use fad-words like "entitlement", but its obvious they have no clue about what personal responsibility is. Problem with being a bleeding heart is that there ARE bad things that happen in the world and all the flip-flopping around logical rules and contracts trying to judge what is right for each individual situation can't eliminate that and just creates chaos.
We would have never heard about this had a refund been given, so the idea that the airline would have gotten GOOD publicity had that happened is totally flawed?
I hope the best for the McKain family and hope some of you can stop pointing fingers and pray for them or get out and do something for cancer research or patients. And hope that ALL U.S. companies prosper so that this country can get back on the right path!
This is just sad. Refund the money…do the right thing. This poor family has enough to worry about. Shame on US Airways.
You protesters obviously do not own or operate a business. There are proceedures for these type of incidents. Don't blame a business for looking out for their best interest. US Airways has not voided the tickets, only offered the family another option. You are probably the same consumer that wants something for free when the grocery store does not have the specific milk you want. Own your own business and then see what decision you make.
Capitalism has no morality. This is why we need a government that isn't owned by the capitalists.
US AIR JUST LOST A LOT OF BUSINESS. What a stupid thing for an airline to do!
Ever been bumped off a flight? If the airlines have no right to guarantee you a seat, then why should YOU (or anyone) be forced to pay for a flight you won't take? There is no loss here, even if they re-sell the tix at a lower price, a fully booked flight is a profit to the airline…if not, then thank the unions. Oh yeah, another airline recently felt the sting of that…Chapter 11 anyone? Maybe US Air will be close behind. With decisions like this I wouldn't doubt it. No loss of product, just give them the money. They have already lost more money than this debacle is worth…they should just refund the money, and make the best of it.
They shouldn't have bought non-refundable tickets. They took a gamble and lost.
Bad Form. It may be legally right as Ted states below, but it is bad form. It is also bad for the bottom line, i.e., until US Airways shows a heart, I will boycott the company and encourage many to do so. Bad Form and Bad Bottom Line."For Shame", as the Hawaiians would say.
I propose an "UN-OCCUPY US AIRWAYS" movement.
This is very unfortunate, but rules are rules. The ticket was non-transferable and non-refundable. The airlines appears to be making a goodwill gesture in allowing these tickets to be used in the future and to be transferred. Having said that, I do sympathize with Mrs. McKain. Three months ago, my aunt suddenly committed suicide while my parents were on a 10 day cruise celebrating their 50th wedding anniversary in the mediterranean. This occurred on day 5 of the cruise. They immediately got off the ship at the next port, paid 1000.00 for a taxi ride to the Rome airport and paid an additional few thousand dollars to fly home to the US. While they were out a few thousand dollars and they missed half of their cruise, they understood that the airlines and cruiseline were not obligated to compensate them, and neither of them did. If you don't buy travel insurance, that is the risk you take.
Someone in the family should open up a account at their local bank so that WE can deposit funds into her account. If it's just the 4500 she's trying t recoup, That's nothing…
When my wife was diagnosed with terminal cancer we took a flight & cruise (Against doctors orders) and there wasn't anything I wouldn't do for her. We wanted to spend what time she had left together doing stuff we always wanted to do but didn't before the diagnosis. She died in my arms 4 months after 1st being diagnosed. Thank God, with miminal pain, due to Hotspice.
All I'm saying is: You've been diagnosed with terminal cancer… Enjoy the ones' closest to you and do whatever you want. But don't waste your precious time fighting some insenstive airline for a measly 4500. Move on and go enjoy yourself. I'll be praying for you… And all persons suffering in our world today. Amen!
I'm just wondering why this woman doesn't go on her dream vacation when she has terminal cancer – screw what the doctor says.
And to all those who say not to fly US Airways – I'm sure ya'll have said the same thing about every other airline at some point in the past. So lets just see how long that lasts.
I agree with you – damn the doctors and go on vacation.
After being married to an US Air Force member whose job could cancel our plans at the last moment we learned that trip insurance was very cheap and saved us a great deal of money. It is expected in Europe that you will purchase trip insurance should you have to cancel your plans. This family made their plans and knew that the tickets were non-refundable. They could have purchased refundable tickets for a higher price, or bought trip insurance very reasonably. Why is it the airlines fault that her cancer returned? Why do we Americans think we are entitled to refunds/money back/vouchers etc. because of CHOICES we make? While I feel for the woman and her family, emotional blackmail is wrong. Where are the family's morals? Why is the business the only one with responsibility here?
True Laurie. With anything we have choices to protect us. To protect health, money, investments, trips, and material items, and the list goes on. We have to look out for ourselves and it is no one else's fault when something happens that we could have prevented by making the right choice. People need to take responsibility for the decisions they make. If their are choices to protect you with a decision….make that choice!!!
The airline offered them vouchers ANYONE in her family can use! If you ask me that's way above and beyond what they are required to do.
Yet another example of why, in almost 100 flights over the last 6 years, not a single one has been on US Airways. As an airline and a business they are simply disgraceful. My decision not to fly with them was based off of unreasonable wait times in planes both before and after take-off, delayed flights (with no explanation), very frequently delayed flights (plane safety issues), most uncomfortable seats I have ever had the misfortune to experience in an airplane, fees for almost everything (I think only Spirit airlines has more fees). It's nice that this company is providing jobs but I frankly find it amazing that they are still in business. From reading the first 50-60 comments it really looks like US Airways has their entire marketing department online here commenting on this story under various aliases. Myself, I'm going to continue giving my travel budget to Southwest, Virgin, and JetBlue whenever possible.
don't you think the family….just maybe….maybe….might……just possibly…kinda……needs the money? I wont fly with them.
Knowing that it was even a possibility that she might not be cleared for travel, they should have purchased a refundable ticket. Offering vouchers is better than the airline has to do.
I am sorry that she has stage 4 (very bad) breast cancer. The question here first is how was she cleared of breast cancer then they call it stage four this is a major error. The doctor does malpactice ring a bell? While every one is blaming the airline for following a no refund policy why is no one asking how this misdiagnosis happened. From a good will stand point a refund of her ticket look good. There is however no moral reason to do so. The moral stance is to stand by you word. I think more the the price of the tickets could be recovered from the doctor on the missed stage 4 to begin with.
There are millions of cancer patients… and while we don't all survive, there are indeed a whole lot of survivors like myself. I do not ask for special treatment, nor do I want it. If you buy a NONREFUNDABLE ticket then that is what you get. Quit crying over it. Be happy they were willing to negotiate with you at all.
yeah you can't get your money back from any airline, especially US Airways
My A** the empathize with her. That implies they actually care.
I think this actually just shows the attitude of people expecting businesses to make exceptions. Moral obligation? The airline didn't give her cancer. The rules are clearly laid out. Money grabbing? She bought a service from them. People are incensed because they see the possibility of this happening to them. So get the extra insurance when you buy a ticket and it won't. You shouldn't be rewarded for not having the foresight to protect your assets/purchases. Bad publicity? The airlines went beyond the call in giving vouchers which are usable by family members. The only reason the airline is getting bad publicity is because of a few close-minded individuals who are knee-jerking at the story because of a buzzword. Apparently, all you have to do these days is say "cancer" and everyone should bend over backwards. Maybe the next story will be "McDonald's refuses to upgrade cancer patient's Happy Meal for free". The humanity. Let's all boycott McDonald's. All cancer patients of course deserve upgraded value meals.
People are blinded by the word Cancer or any other disease….. if she had simply been unable to travel now and cancer was a non-issue, then this wouldn't have ever hit the news….I like US Airways for doing what they are doing, they didn't have to make that offer and the family should appreciate it…
OK, Ive actually been on both sides of this same situation before. I have to agree with the airlines. A few main reasons: I know for a fact they had an opportunity to purchase refundable tickets instead of non-refundable. They made the choice to save a little money in exchange for the risk. They also could have purchased separate travel insurance that would have covered the tickets since she had a doctors statement. I can estimate the cost of that insurance based only on my experience…..it should have been around 35.00 per ticket. Again they passed this by giving up risk for savings. I feel bad for them, but they are the ones that decided to trade risk for the lessor cost. I always get the cheap ones too, but I also except my decisions and the risk. I would never go back crying that I cant have my cake and eat it too. Lesson for all of us.
WHY isn't she getting a refund from the doctor for the results being one way and the actuality is another? She should sue him or ask for a refund from him too.You people who don't agree with those siding with the rules by personally attacking them is so much a hypocritical entiltlement mode this country has fallen into…Its all someone else fault…right dolphie ness…hypocrite and fake.
WHY isn't she getting a refund from the doctor for the results being one way and the actuality is another? She should sue him or ask for a refund from him too.You people who don't agree with those siding with the rules by personally attacking them is so much a hypocritical entiltlement mode this country has fallen into…Its all someone else fault…right dolphie ness…hypocrite and fake.
Why isn't this the docors fault somehow? Ill bet it is somehow…how can she afford this if shes fighting cancer?
How is it ok for her to go by the rules of the doctor but not other rules or advise or instructions? meaning the doctor was wrong and tells her too do this or that and she does(his rules I'm saying) but wont follow the rules of the airlines? Hypocrite.She is the greedy one when the doctor is the one who misled her first.Besides, if your dying, why not do as you want anyways? what's the worst to happen? REALLY?
Why U get so wound up??
There are ALWAYS exceptions to every rule. I think anyone who encountered another commitment on the same date and cannot use the ticket they bought would surely be sympathetic to the airline refunding this lady her fare. If not, so be it. We all know life is not fair. Live with it. RETURN THE MONEY.
Here we go again! Another example of common sense being cast aside for the sake of the almighty dollar! First, a dream of having a family brought together, giving the person fight for their life, an "up-lifting" experience, is broken because of medical restrictions. Then US Air, plants their decision-making into to cold-hearted policy cast in stone. Most people have little concept of the fiscal impact that cancer has on a family..it is devastating! As for the " rules are rules" folks, I just pray you never have to learn this lesson first hand; trust me, you will change your position in a heart beat!