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DEAR DIANA

"My mother came to visit me, and the next day she was in bed with the flu. As you say in Jet Smarter, people often catch the flu bug on flights, and I think this is what happened to Mom. Mom is now too sick and too weak to make her return flight home. How should I approach the airlines about accommodating her with a medical extension? I was told by a colleague that the airlines do accommodate medical extensions but, when I called Reservations, I was told that there is no such thing any more." -Dieter

DIANA RESPONDS

Dear Dieter,

Thank you for writing to me with your important question.

Airline policies are certainly tougher now than they used to be. Accommodation for sick passengers officially disappeared about four years ago when the airlines arbitrarily decided to stop waiving penalties for rerouting and flight changes due to illness (and death).

The new so-called Illness/Death Rule is inhumane and dangerous because the spread of contagious diseases on airplanes could now start a global epidemic in less than 24 hours -- and is more likely since more people are flying ill because they can't afford to change their tickets.

The good news is that some airline ticket counters are still staffed with human beings (not robots), so you may be able to find a ticket agent who will bend egregious company rules to help you out -- one human to another.

This is certainly worth a try, and here's how I suggest you proceed:

--Go to the airport Ticket Counter. The shortest line is usually for Purchase Tickets, so go there. Do not wear flashy or expensive clothes.

--Before you speak to anyone, take time to see in your mind's eye the accommodation you desire.

--Then, speak kindly and smile when you interact with airline employees. Tell the ticket agent your problem and if he or she is hard-hearted, gently ask to speak with a supervisor.

--Explain to the supervisor that your mother is elderly, that you need a medical extension on her ticket because she is too ill to fly and too poor to forfeit her ticket or pay a penalty. If the Supervisor is unmoved, mention that you are afraid that if your mother flies in this condition she could get worse and, in the meantime, make all the other passengers ill due to the recirculated cabin air.

Please let me know how this works out for you.

With loving regards,
Diana Fairechild

DIETER'S FOLLOW-UP

Thanks for your input. I went to the airport like you suggested, and I finally got a supervisor after speaking with several agents who refused to help because it was "out of my hands," "rules are rules," etc. One agent even told me that he didn't know how to make such a change on a ticket. Boy, I think the airlines need to train people rather than just place them on counters. While the supervisor was changing Mom's ticket, he commented that they normally would charge for this, but since Mom had a full fare ticket, he is letting it slide. I kept my cool, as you suggested. It was worth more than a stupid comment from my mouth. My mother and I thank you for helping us.