My friend couldn't get any money back from the airline

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Maybe my friend was in rush, and he didn't have much time to do the research for the cheaper airline ticket. His mother was pass away a couple of weeks ago, and he has to purchased a ticket in hurry. The air ticket he purchased from was from Korean Airline to destination Ho Chi Minh city, Vietname. Unfortunately, he inquired about the compassionate discount at the time of check in, no one can give him an answer about it. Until he came back, I called the airline 1- 800 - customer service number for him to inquire about the bereavement discount, they said that they never offer any such discount to passenger. Unfortunately, he couldn't get any money back, and the ticket paid for was like $2800 for each person.