Does Virgin have a "compassion" policy?

Hi-

I had an immediate family member pass away last week, and as a result must cancel a Virgin RT to London next week. I was reading the fare rules and discovered, much to my surprise, that PE "K" fares seem to be totally non-refundable or movable. Will Virgin let me credit the value to another new ticket (like United does, for example). Do they have what some airlines call a "compassion" policy to deal with situations like this. otherwise, I'm out $1300. Thanks!

[Scrooge]

They may well, give the Fc a call and they should be able to help you, you will probably have to give them some proof.

[Decker]

If you can provide documentary proof then yes - assuming immediate is immediate. My condolences.

[preiffer]

It's covered in the full K fare rules:

UNLESS OTHERWISE SPECIFIED CHANGES ANY TIME CHANGES NOT PERMITTED IN CASE OF REISSUE/REVALIDATION. WAIVED FOR ILLNESS OR DEATH OF PASSENGER OR FAMILY MEMBER. CANCELLATIONS ANY TIME TICKET IS NON-REFUNDABLE IN CASE OF CANCEL/NO-SHOW/ REFUND. WAIVED FOR ILLNESS OR DEATH OF PASSENGER OR FAMILY MEMBER. NOTE - MAY BE USED AS CREDIT TOWARDS THE PURCHASE OF A HIGHER VS FARE TYPE WITH A PENALTY OF GBP50.00 AND COLLECTION OF FARE DIFFERENCE HOWEVER IN THE EVENT OF SUBSEQUENT CANCELLATION THE ORIGINAL NON-REFUNDABLE AMOUNT WILL REMAIN NON-REFUNDABLE. ---- MAY UPGRADE THE ENTIRE JOURNEY TO A HIGHER CABIN AT NO CHARGE BUT ANY DIFFERENCE IN FARE MUST BE COLLECTED. ---- THE FARE MUST BE RECALCULATED FROM THE POINT OF ORIGIN AND ANY DIFFERENCE COLLECTED. MIN/MAX STAY REQUIREMENTS AND ADVANCE PERIOD MUST BE ADHERED TO. ---- WAIVER FOR ILLNESS OF PASSENGER OR IMMEDIATE FAMILY MEMBER ONLY APPLIES IN THE EVENT OF CERTIFABLE HOSPITALISATION. ---- WAIVER FOR DEATH OF PASSENGER OR IMMEDIATE FAMILY MEMBER APPLIES AS EVIDENCED BY A DEATH CERTIFICATE. ---- IN THE EVENT OF CANCELLATION OR FAILURE TO USE CONFIRMED SPACE AN MPD WILL NOT BE ISSUED FOR FURTHER TRANSPORTATION.

My condolances,

When you or a family member go to register that the family member has passed away, they must ask for an extra "certified copy of death certificate" it will cost £3.50. Virgin or any other organisation will accept this as proof, not a photocopy though.

Edited to add I am not sure now if you are from England or the USA, if its England the above applies, not sure where you get certificates in the USA.

Thanks to all that replied - I will pursue this with Virgin, but it seems like it will work out ok!

So would you need to get some kind of medical certificate if some were ill? I can see that would want a death certificate, or copy of, but for illness is it the same? Do they put you on some kind of priority listing if someone at home is seriously ill? My mother-in-law fell seriously ill while we were away earlier in the year and we were unable to get a flight home any earlier than the day before... would it have made any difference if I had mentioned how ill she was? She subsequently passed before we gotback - we got the call while waiting to board the flight home. These things kind of stay with you...

As a follow-up to the original post:

Virgin was, in the end, kind enough to refund this fare. I had to fax a copy of the (US) state-certified death certificate. The rep told me that the flight has been cancelled, and that the paperwork has been forwarded to the US for refund processing (as I live in the US). "Expect a full refund in 6-10 weeks" she said (!).

But I'm happy about this..

Thanks for letting us know, hope you are all right as you go through a difficult time.