Our son attends the University of Michigan. He was due to fly home on Spring Break. He was not feeling well and decided to take a later flight. We could not get in touch with the airline before the flight was due to take off (they put us on hold and never answered) and when we finally did get in touch it was after the flight departed. They said that their policy not only forfeits the flight he didn't take, but also forfeits the entire ticket including the return portion of the ticket that was to be taken over a week later. We feel as though we have been robbed of our money. We could not speak to anyone at the company other than the customer service department in India. Even the management is based in India. They would not give us any contact information of a supervisor in the United States as well. We have asked American Express to hold the payment for now but they have advised it is sometimes difficult to fight an airline policy. I feel that this policy is criminal. How could they make us lose the return portion of this ticket? Even the outbound should have some kind of compensation but they literally stole the entire ticket. Since new flights were over $1,200 that day, we could not purchase another ticket and our son drove from Michigan to New York to save the cost of flying. The gas and driving round trip was $600.
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