American Airlines Slow to Deal with 'Dead Passenger' Problem

The largest airline in the world seems willing to let dead people aboard its jets because the carrier appears reluctant to abide by its own policy and issue refunds to families of those who’ve died after booking a flight.

The Cantrell family in St. Charles spent almost six months trying to convince American Airlines to refund a ticket in the name of their 9-year-old daughter, Madison, who died of a cardiac arrest following an asthma attack last fall. The family had planned a spring break trip this year.

Not until NBC 5 Investigates made inquiries — and social media response grew — did American Airlines offer a refund.

Before the publicity and backlash, the airline told the Cantrells that despite the company’s stated policy, American could not “offer a refund, issue a travel voucher, or transfer this ticket to another person.”

Passenger Refund Services sent a most heartless letter to the Cantrells in which the airline seems to suggest that the deceased may rebook her flight at a later date. The airline even offered to waive the change fee.

Dear Mr. Cantrell,

On behalf of American Airlines, please accept our sincere condolences. After reviewing the documentation submitted, it has been determined the request does not meet our exception requirements. The ticket purchased is non-refundable so we cannot offer a refund, issue a travel voucher, or transfer this ticket to another person. The ticket will remain valid in our system for one year from the original date of issue, at which time it will expire and all value will be lost. The unused non-refundable ticket may be applied to future travel within that year as long as all travel is completed prior to the expiration date. As a one-time courtesy, authorization was documented in your reservation to waive the change fee assessed when a non-refundable ticket is changed. When you are ready to rebook your travel, just call our Reservations Center at 1-800-433-7300 and refer the agent to the ticket number mentioned above. Your new ticket will be subject to any additional collection, if necessary, as governed by the applicable fares and fare rules in effect at that time.

Sincerely,
Passenger Refund Services (DT)
American Airlines

“We can’t be the only family this has happened to,” said Madison’s mom, Felicity Cantrell.

Indeed not. In a new report, NBC 5 Investigates has found more American Airline customers caught in this death limbo.

Sharon Parcell of Des Plaines said American Airlines ignored her attempts to obtain a refund after her father-in-law, Donald, died last fall prior to a Puerto Rico trip. Parcell told NBC she sent her father-in-law’s death certificate, and the airline ignored her.

“I’ve mailed it at least three times and faxed it once,” Sharon Parcell said. “I think I’ve called probably nine or 10 times.”

Cliff Boggs planned to go see his dad in Tennessee, but his father died. Under American’s policy, he’s due a refund. But after months of trying to get one — and sending American his dad’s death certificate — he also didn’t see his refund until NBC 5 inquired on his behalf.

Parcell is still waiting for hers.

“Just have a little empathy, American Airlines,” advises Felicity Cantrell.

American Airlines did not respond to NBC’s requests for explanation.

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