Scandinavian Airlines refused to refund a customer’s £103 ticket to Copenhagen after she was diagnosed with ovarian cancer and even provided a doctor’s note.
Cassie Burns, 29, has now been refunded for the return tickets from Manchester after her local newspaper contacted Scandinavian Airlines (SAS).
In May, Ms Burns booked a three night break in Denmark for herself and two friends through booking website Skyscanner.
They were due to fly out on September 20, but two months after booking the holiday Ms Burns was diagnosed with ovarian cancer and started a six month course of chemotherapy last week.
Cassie Burns, 29, was diagnosed with ovarian cancer and started a six month course of chemotherapy last week
In May, Ms Burns booked a three night break in Denmark for herself and two friends through booking website Skyscanner (pictured: stock image of a SAS plane)
She contacted SAS and provided a doctor’s note proving she was ill.
But the airline initially refused to give her her money back, saying under their terms and conditions the type of tickets Ms Burns booked are non-refundable.
At the time Ms Burns, of Cheadle Hulme in Stockport, who was training to become a social worker while also holding down three jobs when she was diagnosed, told the Manchester Evening News SAS had been ‘completely reluctant to help’.
She added: ‘I think it’s disgusting. I would like a bit more compassion, but there has been absolutely nothing.
‘It’s really difficult. I’m having chemotherapy and trying to deal with that while also dealing with SAS is just exhausting.
‘I’ve had to give up work and move back in with my parents because of the cancer, so £300 is a lot of money to me at the minute.’
But, after being contacted by the Manchester daily, SAS have now agreed to a refund.
An SAS spokesperson said: ‘First of all, we are so sorry to hear about Cassie Burns and her diagnosis and wish her the very best in her treatment.
‘At SAS, ticket policies are clearly stated at the point of purchase and we always advise passengers choose the best fare to suit their needs.
Ms Burns said: ‘I think it’s disgusting. I would like a bit more compassion, but there has been absolutely nothing.’
After getting her refund, Ms Burns said: ‘I am absolutely made up – really shocked. It just takes so much stress away. It’s really helpful’
‘SAS does offer tickets with a wide range of different re-booking possibilities, but, especially if non flexible tickets are purchased, it is also always advisable to have appropriate insurance to cover unforeseen instances, including where tickets need to be cancelled.
‘Although exceptional to refund a ticket due to a medical condition, our team is getting in touch with Cassie to arrange a refund for her.
‘We wish her a speedy recovery and look forward to welcoming her on board with us soon.’
Ms Burns said: ‘I am absolutely made up – really shocked. It just takes so much stress away. It’s really helpful.’