Dominion: Nonrefundables Not Always Cheaper

Nonrefundable airfares and their associated ticket exchange expenses cost Dominion Resources more than refundable fares, according to travel services director Donna Kelliher. The conclusion followed a Six Sigma study of the long-held industry maxim that nonrefundables save money--and drove Kelliher's second public critique in as many years of airline booking norms.

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