💙 Compassion Exception Policy

📋 Overview

Xpedioair recognizes that some of life's most difficult moments may coincide with a need to change travel plans. Our Compassion Exception Policy is designed to reduce the financial burden during times of bereavement, medical emergency, or military service by waiving or reducing our service fee and advocating vigorously for airline fee waivers on your behalf.

✅ Qualifying Circumstances

Xpedioair's compassion exception applies to the following situations:

1. Bereavement (Death in the Family)

A death of an immediate family member of the ticketed passenger or their traveling companion. Immediate family includes: spouse or domestic partner, child, parent, sibling, grandparent, grandchild, parent-in-law, or sibling-in-law.

2. Serious Medical Emergency

A sudden, serious illness or injury affecting the ticketed passenger or an immediate family member that: (a) requires hospitalization or emergency medical intervention, and (b) makes travel impossible or medically inadvisable as documented by a licensed physician.

3. Active Military Deployment

An unexpected military deployment or change in deployment orders affecting the ticketed passenger. Applies to all branches of the U.S. Armed Forces, National Guard, and Reserves when orders were issued after the ticket was purchased.

4. Jury Duty or Court Order

A mandatory jury duty summons or court-ordered appearance that conflicts with the ticketed travel date, issued after the ticket was purchased.

📄 Required Documentation

To receive a compassion exception, you must provide supporting documentation within 7 days of your request:

• Bereavement: Death certificate, funeral notice, or obituary linking the deceased to the traveler
• Medical emergency: Signed letter from a licensed physician on official letterhead stating the nature of the emergency and that travel is inadvisable
• Military deployment: Copy of official military orders (PII beyond name, rank, and order dates may be redacted)
• Jury duty: Copy of official jury summons

📋 How to Apply

To request a compassion exception:

1. Submit your change request through our standard form on the homepage
2. In the "Additional Notes" field, state that you are requesting a compassion exception and the qualifying reason
3. Email supporting documentation to compassion@Xpedioair.com with your Reference ID (found after form submission)
4. A senior specialist will review your case within 4 business hours and contact you to confirm
5. If approved, Xpedioair's service fee will be waived before your card is charged — or refunded within 5 business days if already paid

For urgent situations (flight within 24 hours), call us directly at 1-800-555-0199 and ask for the Compassion Exception team.

💰 What's Covered

Under an approved compassion exception, Xpedioair provides the following:

• Xpedioair service fee waived in full ($39.99)
• Advocacy with the airline for their own bereavement or emergency waiver (many airlines offer these independently)
• Expedited processing — compassion cases are prioritized in our queue
• Dedicated specialist assigned for continuity of service

Please note: Xpedioair cannot guarantee that the airline will also waive their change fee. Airline waiver decisions are at the airline's sole discretion. However, we have a strong track record of securing waivers in qualifying circumstances.

⚠️ Limitations & Exclusions

The following situations do not qualify for a compassion exception:

• Extended illness or pre-existing conditions known before ticket purchase
• Death of a non-immediate family member (e.g., friend, extended family)
• Job loss or financial hardship (contact us for other options)
• Bad weather or natural disasters (contact the airline directly for weather waivers)
• Change of travel plans due to personal preference
• Requests made more than 30 days after the qualifying event

Xpedioair reserves the right to request additional documentation and to deny exceptions in cases where the qualifying circumstances cannot be verified.

🔗 Related Policies

You may also want to review these related documents: