Stories sent airline policy into tailspin

I enjoyed the stories about Hawaiian Airlines’ lousy initial policy of not refunding cancellation fees in death situations. (“Airline descends to a new low: a death fee,” Consumer Confidential, Dec. 19, and “After turbulence over death fee, airline flies right,” Consumer Confidential, Dec. 21.)

Making matters worse, the airline tried to justify it as a necessary business charge. If you had not written of that situation and the resulting outpouring of comments that followed, I don’t believe the airline would have acted properly.

Fred Gattas

Upland