Originally Posted by CLMP

This is about the third time this has happened in about a year and a half. In the first instance, the FA's and their union pitched in and raised enough to hand a refund over to the passenger whose wife had died the night before their scheduled trip. I'm normally the last one to side with our management, but I'm torn on this subject. On one hand, we do not overbook flights so if this happens last minute, the company is out that revenue. On the other hand, demonstrating a shred of humanity goes a long way towards public relations. They attempt this by highly publicizing their involvement with Make-a-Wish, but I fear it's more for a tax deduction than anything else.