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The airlines give you the option - when you buy the ticket. The Consumer makes the choice. This consumer knew the restrictions and bought anyway and turn wanted a refund when she couldn’t travel. She could have bought a regular economy ticket that she would have received a credit for canceling on.
No one is forcing anyone to buy basic economy. People want to travel the cheapest way possible and then want exceptions to be made of something happens. Why should the airline do anything when they clearly point out numerous times during the booking process the consequences?
In your business you are a small fish in a big pond and can’t afford to lose business. An airline is a big fish in a small pond and losing one person doesn’t hurt them in the least.