As a long-time customer, this experience was particularly disappointing. I had booked a flight for December at nearly $13,000 but needed to change it to November due to a family emergency. I was charged an additional $4,000 for the change, despite the flight being mostly empty. There was no goodwill gesture or support during a tough time. While I hope others are cautious when booking, I've found other airlines to be much more understanding. This was a letdown from an airline I once trusted.
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