If an air traveler has a change in plans, sometimes changing that ticket isn't so easy.
One woman found that out when her stepson got hurt and she couldn't make the flight.
When she went to get a refund, she got the run-around, until she called the NBC4 I-Team.
Leeroy Ohana's life changed May 17, when a pool accident resulted in a broken neck and partial paralysis. He was near death. They didn't expect him to live.
His father was out of the country. His stepmother was scheduled to fly American Airlines from Los Angeles to Dallas in days.
"We couldn't go," said his stepmother, Lori Ohana. "We had to take care of him."
Ohana purchased two tickets through the online travel website Cheap Air, for about $800, but she didn't buy the insurance, when she sought a refund or credit for missing the flight.
"They had initially said for a fee we could transfer to a different day, for a $250 fee for each ticket."
Ohana said she sent a doctor's note to both Cheap Air and American Airlines.
"The airlines passed it off to cheap air. Cheap Air went back to American Airlines and they both had the same thing. I should have purchased insurance.
"One day, I just said, 'It's just not right and i emailed you," she said with a laugh.
American Airline officials acknowledged to NBC4 discussions with Ohana's family, but said American Airlines never received all of Ohana's information.
A day later, Mac received an email, saying, "Matter was resolved. We've sent Ms. Ohana an email. Her tickets will be fully refunded."
Airline officials said they would arrange for a full adjustment to the credit card account.
The note even expressed wishes for a speedy recovery for Leeroy, who said having his step-mother there when he awoke, in pain and uncertain of his future, was better than medicine.
"It meant the world to me," Leeroy Ohana said. "My whole family was there too and having her there is absolutely amazing."