Call center agent it was a female. So my sister called in for a refund because our mother died sooner than expected and we were flying her out from Indiana to California;my sister was explaining to the agent, the agent said they needed proof that she died and we didn't have anything on paper but she said the only thing we have is a photo or a video and the agent started laughing saying she is funny and at this point she was mad and asked to transfer to someone else but they said she couldn't.