Flight Cancellations

[dscorpcom10]

I recently had to cancel two Saver fare flights a few days before departure as my adult child had died in a car accident 3 days before the flight.
The call centre person was understanding but I found that I had lost more than $120/fare presumably in fees for my wife and I? Surely there must be discretion to simply transfer the entire amount of each fare to the Travel Bank in such circumstances?
FYI I am Plat and my wife Gold.

 

[Denali]

For the customer service team, Im pretty sure they have heard every reason for customers cancelling flights and expecting no fees to be deducted so I don't take them to task for them doing their job as per the job manual.

Maybe, now that you've had a little bit of time, you can call them again and ask if a copy of your sons death certificate will assist you in getting your $120 back.

My condolences.

 

[dscorpcom10]

Thank you for your understanding and condolences Denali. I will take up your suggestion