Sick of ‘Sick’ Customers, USAir Changes Its Policy

USAir, blaming an epidemic of phony doctor’s excuses, said Tuesday that it would no longer refund excursion fares to people who claim that they are too sick to fly.

The airline said it will instead allow people who purchase excursion tickets to change their travel plans for any reason after paying a $75 service charge.

Excursion fares are deeply discounted and purchased at least one week before a flight is scheduled. Though the fares are non-refundable, most airlines reimburse consumers who obtain “sick letters” from their doctors.

Randall Mailin, USAir’s executive vice president-marketing, said an “epidemic” of phony doctors notes was a reason for the policy change. He said that besides discouraging bogus doctor’s notes, USAir also wants to make it easier for customers to change their travel plans.

“This way it’s fair and square,” Mailin said. “We don’t think it’s fair that the honest customer should eat the air fare, while the dishonest customer gets a refund.”

Although he couldn’t say how many phony notes USAir has received, Mailin said 45% of USAir passengers travel on the non-refundable, excursion fares. “You can imagine this (bogus notes) was a significant problem for us.”

Mailin said that while USAir couldn’t verify illness “without hiring a bunch of investigators,” many notes appeared suspect. A number of travel agents have “doctor’s letters” stored in their personal computers, he said, and send them out for clients when needed.

Under its new policy, USAir will refund excursion fares only if the customer, or a spouse, dies.

Mailin said he believed that other airlines would modify their refund policy. American, United and Delta said they were studying USAir’s move. Midway Airlines eliminated non-refundable fares last week but said the action wasn’t related to a problem with phony medical excuses.