Hello,
I have to say I am extremely disappointed to not have received a response email considering the circumstances. I am going to spell out the entirety of our issue so that it is clear and on the record.
We had a family issue that caused us to miss our initial flight (related to the subsequent death of a family member). We then contacted Justfly to ensure that she wouldn't miss her connecting flight who then directed us to EVA, stating that they could do nothing other than book the flight. EVA then told Caitlin that so long as Caitlin booked her exact "pattern" through EVA, EVA would not cancel her return flights. Caitlin then, following EVA's instructions, purchased two new tickets with the same "pattern," for a total of over $1,400.
In spite of Caitlin's doing exactly what EVA informed her to do, her return flight was still cancelled. I have since made numerous attempts to rectify this situation. The representative for EVA at the LAX airport told us to contact the EVA ticketing office for assistance after telling us that EVA cancelled Caitlin's return flight.
Since our arrival in Thailand, Caitlin's step-father died of lung cancer. It is unacceptable that Caitlin would have to fly home alone from a foreign country after receiving this terrible news. It is even worse that we have not been provided with any indication of when she can go home. We rarely have Internet connection so it is extremely difficult for us to find this information without EVA's help.
In the United States, when someone experiences a death in the family, our airlines help in every way possible. It is not uncommon for U.S. airlines to accommodate for these stressful events by placing a passenger in first class free of charge so that they can at least attend a funeral. We are asking far less than that here.
I hope you can extend us the courtesy of helping us leave a foreign and unfamiliar country to mourn our loss. We cannot spend our entire trip wondering when and how Caitlin will make it home to pay her respects.
Please respond to this email tomorrow. I request complete information as to what can be done. Merely placing Caitlin on a wait list is unacceptable. The two of us need to have a guaranteed flight, even if it is a different one than we scheduled and paid for. Our booking codes for the initial flights are in the subject line of this email. Our flight number is 16.
This email was sent from my iPhone. Please excuse any spelling, grammatical, or formatting errors.
Best regards,
Devon Franza