FlightHub review: Flight reservation

I am writing to file a formal complaint regarding the handling of my family’s refund request for unused airline tickets. My family and I were scheduled to travel, but during our vacation my mother unexpectedly passed away. I immediately notified both the airline and the travel agency before the scheduled flight date, providing all documentation required, including the death certificate and proof of our relationship.

Despite fulfilling every requirement, I was subjected to discriminatory and unfair treatment. I was told that my spouse and mother-in-law were “not considered family,” and therefore their unused tickets would not be refunded. This statement is not only incorrect but deeply insensitive, especially during a time of grief. We were denied a refund even though the tickets were not used, the airline was notified in advance, and the circumstances involved an immediate family death — a situation that is normally covered under standard bereavement or exceptional-circumstance policies.

Not only did we have to deal with a devastating loss, but we are now being forced to absorb the cost of tickets that we responsibly cancelled and documented. This experience has caused additional emotional distress during an already painful time, and the refusal to honor a legitimate refund request feels unjust and unprofessional.