Dear [redacted] , This letter is necessitated due to the complaint filed by [redacted] ***This passenger purchased a ticket on Nov*, This ticket was a non-refundable ticket and I told the passenger this at the time of the purchaseShe called back a few days later and said that she did not want to travel and wanted her money back [redacted] ***, stated that she had legal matters that prevented her from leaving the country and going to her home countryWe have the letter from the US Department of Homeland Security which [redacted] gave to me and informed me that due to her immigration status she could not travel and wanted her money backAt that time I again informed her that the ticket was non-refundable and only under special circu**tances such as the death of an immediate family member, could we make a special request to the airline to refund her moneyI told her that the airline does not refund tickets because the passenger has immigration issuesThe passenger then told me that she had a sister who suddenly died and to ask the airline to refund her moneyI informed her that without a death certificate, I could not ask the airline for a request to refund this ticket due to the death of her immediate family memberSince that time, the passenger has been continually harassing me asking that her money be refundedI informed the passenger many many times, that the ticket is non refundable and I need a copy of the death certificate if in fact her sister really did dieFinally on Feb**, the passenger emailed me a death certificateI immediately sent the death certificate copy to the airlineThe airline responded that this is not acceptable in that the airline needs an official death certificateAfter I told the [redacted] ***, after one month - on March [redacted] - she sent another death certificateI sent this death certificate to the airline as wellThey again rejected this death certificate in that it was not officialI informed the passenger that the airline is not accepting this documentShe continued to call me many many times, and being abusive stating she wanted her money back now We are vehemently denying any fraud that we have committedIt is in fact [redacted] who is committing fraudThe original reason she gave us for wanting her ticket refunded was immigration issuesAfter being told that the airline does not refund tickets based on immigration proble**, then suddenly "a dead sister" came up and she has sent us two different types of death certificatesWe have the letter that [redacted] gave us from the Department of Homeland Security which was the initial reason that she could not travelWe also have a copy of the death certificate [redacted] sent us and which the airline did not accept and the response from the airline stating they could not accept this We take these allegations of fraud very seriously and if [redacted] ***, continues to make fraud charges against us, we will take legal action Please let me know if you need further clarification Thank you
Dear [redacted] , This letter is necessitated due to the complaint filed by [redacted] ***This passenger purchased a ticket on Nov*, This ticket was a non-refundable ticket and I told the passenger this at the time of the purchaseShe called back a few days later and said that she did not want to travel and wanted her money back [redacted] ***, stated that she had legal matters that prevented her from leaving the country and going to her home countryWe have the letter from the US Department of Homeland Security which [redacted] gave to me and informed me that due to her immigration status she could not travel and wanted her money backAt that time I again informed her that the ticket was non-refundable and only under special circu**tances such as the death of an immediate family member, could we make a special request to the airline to refund her moneyI told her that the airline does not refund tickets because the passenger has immigration issuesThe passenger then told me that she had a sister who suddenly died and to ask the airline to refund her moneyI informed her that without a death certificate, I could not ask the airline for a request to refund this ticket due to the death of her immediate family memberSince that time, the passenger has been continually harassing me asking that her money be refundedI informed the passenger many many times, that the ticket is non refundable and I need a copy of the death certificate if in fact her sister really did dieFinally on Feb**, the passenger emailed me a death certificateI immediately sent the death certificate copy to the airlineThe airline responded that this is not acceptable in that the airline needs an official death certificateAfter I told the [redacted] ***, after one month - on March [redacted] - she sent another death certificateI sent this death certificate to the airline as wellThey again rejected this death certificate in that it was not officialI informed the passenger that the airline is not accepting this documentShe continued to call me many many times, and being abusive stating she wanted her money back now We are vehemently denying any fraud that we have committedIt is in fact [redacted] who is committing fraudThe original reason she gave us for wanting her ticket refunded was immigration issuesAfter being told that the airline does not refund tickets based on immigration proble**, then suddenly "a dead sister" came up and she has sent us two different types of death certificatesWe have the letter that [redacted] gave us from the Department of Homeland Security which was the initial reason that she could not travelWe also have a copy of the death certificate [redacted] sent us and which the airline did not accept and the response from the airline stating they could not accept this We take these allegations of fraud very seriously and if [redacted] ***, continues to make fraud charges against us, we will take legal action Please let me know if you need further clarification Thank you