A group of holidaymakers have been refused ticket refunds - despite one of their number dying and the gig they were going to being cancelled.
Jo Hunt and three fellow travellers have found themselves £400 out of pocket after forking out for return tickets from Gatwick to Zurich with easyJet.
They had been planning to jet out to the Swiss city to see Celine Dion in concert.
Their plans were abruptly halted when the Francophile crooner cancelled the gig and one of the four travellers suddenly died.
Have you been refused a ticket refund? Email webtravel@reachplc.com
Jo then embarked on a great mission to speak to someone at easyJet to explain their circumstances and beg for a refund.
After many, many unanswered calls and messages across three different platforms, Jo was told that there was no way she was getting her money back.
The only option available to them is changing the flight to a different destination, which would cost around £200 in fees - and isn't something they want to do, due to the tragic death.
"We have no choice to accept it when they decide to cancel, but when you ask for something out of the norm from them, they can't even have a conversation with you," Jo told the Mirror.
"I just think it is laughable. The bloody flight will probably never go anyway considering how many flights they are cancelling.
"I just love the bog standard response, nothing personal. Still no telephone call from a human being. Just fobbed off with policy.
"I have worked in customer service my whole working life and sometimes you need to look at an individual situation rather than spouting policy."
Unfortunately for Jo and her friends, they have very few rights when it comes to recouping the costs of the tickets.
On easyJet's website it states that any customer cancellations made within 24 hours of booking will be refunded fully, minus a cancellation fee of £49 online or £55 over the phone.
If you cancel more than 24 hours after booking, the airline will not refund any of your fare.
The name on the ticket can be changed, but this costs the same fees as cancelling.
When it comes to getting your money back because someone you're flying with has died, easyJet reserves the right to decide whether or not to offer a refund.
Its website states: "If you need to cancel due to your serious illness or close family bereavement, please contact our Customer Services Team as soon as you can.
"Our team will review your case and we may, in our discretion, offer you a fee waiver or flight voucher towards the value of a subsequent flight. You may be asked to provide proof of these special circumstances."
A spokesperson for easyJet said: "We always encourage customers to book travel insurance to protect them in the event of any unexpected changes to their plans and if they no longer want to take their flights.
"We also provide the option for customers to change their flights for a fee if they need to, so they don’t lose the full value of their booking."
