At TruTravel, we recognize that life can be unpredictable. Emergencies and unforeseen events can arise, sometimes affecting your ability to travel as planned. While most bookings are subject to strict airline rules, we believe in handling genuine hardships with compassion, empathy, and flexibility.

Our Compassion Exception Policy offers considerate support to customers impacted by serious, uncontrollable events. Although final decisions remain at the discretion of the airline, TruTravel is committed to assisting and advocating on your behalf wherever possible.

1. Scope of the Policy

• This policy applies exclusively to flight bookings made through TruTravel.
• Subject to applicable airline fare rules and waiver policies.
• Requires submission of valid, verifiable supporting documentation.
• Final approval by TruTravel management and/or the airline.

2. Qualifying Situations

Compassionate assistance may be considered in the following circumstances:

• Medical Emergencies (involving the traveler or an immediate family member)
• Bereavement (loss of an immediate family member)
• Natural Disasters (e.g., earthquakes, floods impacting travel plans or locations)
• Military Deployment or Government-Imposed Travel Restrictions
• Severe Accidents or Critical Incidents occurring before scheduled travel

Immediate family includes spouse, parents, children, siblings, grandparents, grandchildren, legal guardians, or recognized dependents.

3. Required Documentation

To request assistance under this policy, please provide:

• Your flight itinerary or booking confirmation
• Official documentation relevant to the situation, such as:
  • Medical or hospital certificate
  • Death certificate or obituary
  • Police or insurance report (in case of accidents or emergencies)
  • Official letter from a military or government authority

Note: All documents must be submitted within 7 days of the travel date or the incident.

4. Potential Resolutions

Depending on airline rules and internal review, the following options may be considered:

• Waiver or partial reduction of cancellation/change fees
• Rescheduling of the journey to a future date
• Credit or travel voucher for future bookings
• Escalation to the airline for case-by-case consideration

Important: All outcomes are subject to airline approval and not guaranteed. TruTravel will make every effort to advocate for a favorable resolution.

5. Policy Limitations

This policy does not apply to:

• Voluntary changes or cancellations
• Personal or scheduling conflicts
• No-show passengers
• Non-refundable fares without valid supporting documentation

6. How to Submit a Compassion Request

To request assistance, please email us at [email protected] using the following format:

• Subject Line: Compassion Exception Request – [Your Booking Reference]
• Include:
  • A brief description of the situation
  • All relevant supporting documents

Our team will respond within 24–48 business hours to review your case and advise you on the next steps.

7. Final Review & Decision

All requests are evaluated based on:

• Applicable airline fare rules
• Availability of compassionate waivers
• Completeness and authenticity of submitted documentation

TruTravel reserves the right to decline any request that does not meet policy criteria or lacks proper verification.