You are the customer service representative for Fly High Airline. The airline awards frequent flyer miles but charges a $50 fee per ticket unless the free flight is booked more than 14 days in advance. The only exception is for a late booking to attend a funeral for a member of the passen- ger’s immediate family. Missy Morganstern, Tempe, Arizona, used her frequent flyer miles to visit her mother, who was ill in California. She had to pay the $50 fee when she booked the flight 10 days in advance. She has requested Fly High Airline to refund the $50 because her mother was seriously ill, and Missy did not know if she would still be alive when she arrived. However, her mother did recover. Develop a message that refuses the request but clearly shows concern for Missy’s needs and her emotional state when her mother was ill. The purposes of your message are to overcome a negative reaction to the refusal and to build goodwill for the company.