I’m spoiled. I’m used to Southwest, which doesn’t charge change fees, doesn’t charge for two bags, and if you have to cancel a flight right up to the beginning of boarding time they’ll let you apply the funds to another flight within the year. (If you want full refundability, you have to pay top price upfront on the flight, but you can do that.) The people who work for them are better treated than some in the industry, and it shows.
Alaska Airlines is also a pretty happy group to fly with, and if you get their credit card they’ll waive the $25 fee on that first bag and at the moment offer you a BOGO on a flight. Cool.
But if you want to be able to avoid large change fees or cancel your flight with them and get a refund you need to pay an outside company that they contract with for flight insurance.
Maybe one answer to today’s experience is, don’t ask a question on a major holiday, but…
A month ago we asked my sister-in-law when she was going to need to be out of town so we could plan ahead to cover for her on taking care of DadH. March? Booked, done, thanks, we’re coming, enjoy your trip.
I contacted that secondary company and explained why we could no longer go to see my father-in-law.
They emailed back that we could only cancel and be reimbursed if there were an emergency from their restricted, specified list, which she did not give me, and she offered her condolences but implied we were not eligible.
My jaw hit the floor. Death?! Is not considered an emergency re the trip?! I could see my husband again, phone in hand, worried over what he’d just heard as his dad gave out on him, dialing his brother to find out what was going on and to make sure his brother knew something was wrong right now, wishing he were there himself so he could do something. Thanks, customer rep, it was emergency enough for us.
Their last paragraph, they told me to contact Alaska. Uh, yes. Most definitely.
The airline guy said okay: we need a form from the funeral home and then for you to call us back after you have it; I have a note on your file now, and they will let you reapply those funds to any travel within the year after you do so. I’m so sorry about your father-in-law.
(They were doing what they should do. Good.) I thanked him, relieved to be working with a decent human being who cared.
It sounded like he was required as part of his job to ask me this next, given the wince in his voice with: Was I sure I didn’t want to fly to Ft. Worth in March?
Sir, he’s gone…
I’m so sorry…
But that flight insurer. I’d always checked that expensive box on Alaska Airline’s website the three times I’ve flown with them, because autoimmune flares can squirrelize any plan. I think we’re done.