Article: Should Airlines Rebook Sick Passengers for Free?

[AFF Editor]

Should Airlines Rebook Sick Passengers for Free? is an article written by the AFF editorial team:

https://www.australianfrequentflyer.com.au/should-airlines-rebook-sick-passengers/

You can leave a comment or discuss this topic below.

 

[bussyboy]

Funnily enough, i just directed some friends on family holiday to call QF about rebooking on compassionate grounds while in Bali due to illness

Two week vacation, currently a week in; 18 y.o. son was sick after arriving and just ended up having appendix removal while there!

Now they're understandably reconsidering plans in all directions, coming home sooner and rebooking in business, and staying longer, depending on recovery progress

 

[Pushka]

Isn't that what Travel Insurance is for? Domestically? I don't think it's an airlines responsibility. I'd not expect this unless I got to the plane and the airline refused me travel for some such reason. It's a risk you take. I know having tested positive immediately after arrival from the UK, I'd travelled with Covid although at that time I mostly wore a mask, but I had no symptoms.

 

[kpc]

Lots of people get on flights when sick eg wirh colds, flu, Covid etc. If they could change their flight for free and not fly when sick, it would be best for everyone. However, can see it being open to abuse..

 

[Lynda2475]

Isn't that what Travel Insurance is for?

Exactly. If free cancellations for minor illness were to be introduced the airfare cost would increase for everyone, because of the cheapskates who choose to roll the dice and not be insured.

Some countries like Cuba require all international visitors to have TI medical coverage that includes evacuation in order to enter the country. Fabulous idea, imagine if Indonesia required this, we would see less go fund me requests for drunken bogans who injure themselves riding motor bikes unlicensed without a helmet in Bali then expect the government or public to bail them out.

So internationally I have zero sympathy for the cheap skates without insurance, if you cant afford insurance, you cant afford to travel.

Domestically, in case of genuine serious illness i.e. where person is hospitalised or properly diagnosed as contagious one can usually negotiate a credit. If you cant afford to cover the change/rebooking fee then again you should get domestic TI (or consider whether you can really afford to travel).

Those who are too cheap to get TI, tend to be the price sensitive types who will stop flying when prices increase heaps to cover their lack of insurance if a free cancellation was introduced for minor illnesses, which we all know would be exploited given the ease of getting medical certificates online. So ultimately just drives prices up for the responsible travelers.

 

[tdimdad]

It's also each traveller's responsibility to act in a way prior to travel which keeps them as healthy and "match fit" as possible. Especially, if you are travelling internationally and would incur large costs (relative to your funds) and/or your schedule is inflexible (e.g. important meetings or events), you avoid all reasonable risks.

For the unfortunate surprises there's the TI to cover the rest. Though, the insurance industry needs to pull their weight, as well, instead of attempting to obstruct and obfuscate claims(1). While the cheaper tickets are appealing in cost, the buyer also makes a known decision to fork up money should their situation change. As long as airlines offer also tickets with low-cost or free changes, I'd suggest they should not need to routinely offer waivers for the lower booking classes, In fact, it's great that they already have the 'compassionate grounds' process and that's worth keeping for its own purpose but for your (reasonably) avoidable illnesses, etc, it should not be necessary.

(1) Back where I grew up, insurance companies were legally mandated to settle claims within 1 month from receiving the necessary paperwork, e.g. doctor's certificates, building inspector assessments, whatever they required. The system worked well and the companies were geared up to resolve matters efficiently instead of dragging everyone's feet. I wish we had a similar approach in Australia, too.

 

[Lynda2475]

As far as the Bali issues, many of them are locals who move there, then a couple of years down the track, the inadequacy of the medical system comes into play and they want to get back to Australia. Completely ignoring the fact that the reason why living there is so cheap is because they don't pay the taxes needed for a good public hopital system. But others are just asking for trouble.

Well majority of the recent cases I've read in the media related to Bali (and Thailand) were idiots who were either:

1. Uninsured

2. Not adequately Insured i.e neglected to read their policy and pay the extra fee for motorcycle/moped use such as Insurance company denies Adelaide man's claim after Indonesian scooter accident

3. Insured but void said insurance because they rode a motorcycle/moped without holding an Australian motorcycle license or sustained injuries when were very drunk. Again a case of failing to understand the rules of coverage.

I do not feel everyone should incur higher prices because some people make poor decisions.

 

[p--and--t]

If it was an option would be exploited by those who want their cake and eat it - the cheapest non-refundable fare then opt out with a tummy ache and want a refund when they changed their minds.

That being said, my adult daughter was suddenly admitted to hospital a few years back and I rang JQ on her behalf saying she couldn't be on the flight due to hospitalisation and no questions asked other than “refund or credit”. Was impressed/shocked.

 

[drron]

The work I did meant I saw a lot of genuine cases of illness that wasn’t easily predictable. Fortunately in Australia the airlines are very good with their treatment of the compassionate cases.
It is better if your doctor is involved and speaks to the airlines medical staff. That usually ensures that there are no misunderstanding on either side.

On the other side are those cases where there is no immediate need for treatment such as coughs and colds it really is up to the individual to think of the other passengers and crew. If you have a cough or cold you really should take simple precautions such as wearing a mask.

Yes people should have travel insurance but the situation is that most people who have a cold etc will travel because they can’t get a credit or get rebooked easily. And that puts other folk at risk.
Not all colds are simple. I was involved in treating a woman who had flown from LHR to SYD and who had coughed through out the flights. She had TB. There ended up being 2 people who eventually tested positive for TB on the Australian sector and another on the sector out of LHR.

So it is not always a black and white issue.

 

[Lynda2475]

It is naive to think that everyone with a cough will be considerate and not travel to protect others even if airline provides for refund or free rebooking.

During Covid restrictions when Qantas was offering free rebooking if you had covid or symptoms, I was on many domestic flights where people with obvious respiratory illness were flying.

 

[SeatBackForward]

The airline [Qantas] told us that customers who are feeling unwell or believe they may be infectious within a week before departure should contact Qantas to discuss their options.

All good in theory Qantas - If anybody is feeling sick within 24hrs of my flight, I doubt anyone at Qantas will even reply, much less deal with the problem with a sensible solution in that time. More than likely they'll get the scripted step-by-step process, and end up taking the flight anyhow.

 

[Pushka]

The work I did meant I saw a lot of genuine cases of illness that wasn’t easily predictable. Fortunately in Australia the airlines are very good with their treatment of the compassionate cases.
It is better if your doctor is involved and speaks to the airlines medical staff. That usually ensures that there are no misunderstanding on either side.

On the other side are those cases where there is no immediate need for treatment such as coughs and colds it really is up to the individual to think of the other passengers and crew. If you have a cough or cold you really should take simple precautions such as wearing a mask.

Yes people should have travel insurance but the situation is that most people who have a cold etc will travel because they can’t get a credit or get rebooked easily. And that puts other folk at risk.
Not all colds are simple. I was involved in treating a woman who had flown from LHR to SYD and who had coughed through out the flights. She had TB. There ended up being 2 people who eventually tested positive for TB on the Australian sector and another on the sector out of LHR.

So it is not always a black and white issue.

That cough wouldn’t likely be distinguished ftom someone with eg chronic sinus issues who wouldn’t be infectious.

 

[luckypierre]

All good in theory Qantas - If anybody is feeling sick within 24hrs of my flight, I doubt anyone at Qantas will even reply, much less deal with the problem with a sensible solution in that time. More than likely they'll get the scripted step-by-step process, and end up taking the flight anyhow.

Friends were due to travel ADL to SYD late 2023 and came down with Covid. They contacted Qantas, who then cancelled their flights, refunded for a travel credit (valid 12 month);cancellation cost $99 per person, per sector applied as per ticket conditions.

 

[SeatBackForward]

Friends were due to travel ADL to SYD late 2023 and came down with Covid. They contacted Qantas, who then cancelled their flights, refunded for a travel credit (valid 12 month);cancellation cost $99 per person, per sector applied as per ticket conditions.

How far ahead of the trip did they contact Qantas - and how long did that process take?

 

[exceladdict]

Should Airlines Rebook Sick Passengers for Free? is an article written by the AFF editorial team:

https://www.australianfrequentflyer.com.au/should-airlines-rebook-sick-passengers/

You can leave a comment or discuss this topic below.

Very well written. I agree that more confidence that compassion will be shown (eg. with a medical certifiacte) might lead to more people who may be infectious with something, but not personally unable to travel, rescheduling until they are not infectious. @drron's example of someone infectious with TB is a good case in point.

 

[luckypierre]

How far ahead of the trip did they contact Qantas - and how long did that process take?

My understanding is that they contacted QF within two days of travel; they probably haven't logged in to check the Flight credits as yet ?

 

[CaptJCool]

It is naive to think that everyone with a cough will be considerate and not travel to protect others even if airline provides for refund or free rebooking.

During Covid restrictions when Qantas was offering free rebooking if you had covid or symptoms, I was on many domestic flights where people with obvious respiratory illness were flying.

So it seems there are occasions where changing bookings can. BE done for free…

The question really is then about not whether it can be done but rather is it a business decision to allow people to change for cost price rather than $99? $250? $800

This is an argument about principle and price

1. The actual online self-served changes don’t cost the airline $99. It’s more like $5 or less so there’s some other reason

2. That other reason is what economists call “opportunity cost”. On the occasions where people cancel at the last minute, there’s no ability to resell the seat so the airline needs to “make you pay” for your late cancellation. (Like the hotels charging one nights accommodation within 24 hours)
3. However, this contradicts the stance around flexible Y or J fares
Which are more expensive anyway but have no change or cancellation fees (even if they aren’t resold) regardless of when they are cancelled
4. The airline knows this stuff happens so has factored that in, and in any event utilises fly forward, get me home earlier or on-demand and at the gate upgrades to cover late cancelled J seats keeping status customers happy

 

[Lynda2475]

Some one who is infectious with TB shouldnt be out interacting in the community let alone flying, it is a reportable disease and something we screen new permanent migrants for.

It is unclear from Dr Ron's example whether the TB patient flew knowing they had TB to avoid economic loss (or otherwise just didnt care) or was only discovered to have TB after the fact.

The world if full of selfish people who will do what suits them rather than act in the greater good.

Unwell people ideally wouldnt travel and share their malady, but we have all come across many who do (and its not just on airplanes but train, offices, shopping centres).

There are flexible fares and TI which can protect you from economic loss should you fall ill and be unfit to fly. There is also airline discretion if someone is hospitalised or has sufficient medical proof. So I remain unconvinced that anything needs to change wrt fare rules.

If you book the cheapest fare and dont have TI, then you wear the risk. If you are risk adverse buy the fully flex or insurance or both. Forcing airlines to give everyone with the sniffles free changes is just going to drive up the price for everyone, including those who did plan properly and that hardly seems reasonable.

 

[drron]

The TB patient was diagnosed after the flights.
She felt well but after the flight coughed up blood and had an alert GP so the diagnosis was made.
@Pushka she probably felt better than most with chronic sinusitis.

 

[bpcmemorial]

For those saying "that's what TI is for" or "why would they fly if sick?", I don't know of any TI policies that cover you if you choose not to fly because you are sick and don't want to infect others. They only cover you if you are assessed as being medically unfit to fly, which is not the same thing.