Liz was surprised when British Airways asked for her father’s death certificate in order to process a refund. Her father is still alive, making the request both confusing and distressing. She had contacted the airline to seek a refund for a ticket but was met with this unexpected requirement.
The airline has not provided a clear explanation for the request, leaving Liz uncertain about how to proceed. This incident highlights potential issues in the airline’s refund procedures and customer service communication.
**Why this matters**
Accurate and sensitive handling of refund requests is essential for customer trust. Mistakes like requesting a death certificate for a living person can cause unnecessary distress and damage the company’s reputation. Clear communication and proper verification processes are important to avoid such errors.
Source: NewsData