American Airlines has refunded a family 's ticket for their daughter who died after a public outcry following their initial refusal to do so . Madison 'Scout ' Cantrell , 9 , died tragically from an asthma attack that led to cardiac arrest five months ago , sending her family into deep and sudden grief . The Cantrells , from St Charles , a suburb of Chicago , had been planning a trip to Bald Head , North Carolina this month , but decided to call it off . Scout 's sister Katie , 13 , said going to their traditional family vacation spot would be too emotionally painful . American Airlines refused to offer a refund for Scout 's seat , transfer the ticket to someone else or issue a voucher . Scroll down for video . American Airlines originally refused to refund the ticket of Madison 'Scout ' Cantrell , 9 , who died in October after an asthma attack led to cardiac arrest . Felicity Cantrell , Scout 's mother , applied for a refund and sent in a death certificate but was told that the documents did not 'meet exception requirements ' The airline 's website says that a travel vouches are given to family members of passengers who die before their flight . Felicity Cantrell , Scout 's mother , said on Facebook that she had sent in the required documentation and death certificate , but posted a letter from the company denying her request for a refund . The callous letter said 'the request does not meet our exception requirements ' and that the fee for changing the flight would be waived 'as a one-time courtesy . ' ' I know that I would never write this to someone . I do n't know how someone could send this to another family , ' Katie Cantrell told NBC Chicago . Katie Cantrell ( right ) said that going to her families normal vacation spot in North Carolina would be too emotionally painful without her sister Scout ( left ) Senior management from American Airlines got in contact with Felicity Cantrell on Wednesday night , and the family finally got their refund after a 'genuine ' conversation . Social media users shared the mother 's tragedy and American Airlines ' corporate team got in touch with her , saying that she had gotten a refund when they actually had n't . The customer service representatives that first contacted the family 'further exacerbated how American has treated us , ' Mrs Cantrell said . On Wednesday night senior management from the company called and gave the Cantrells their refund . 'Were they doing corporate damage control ? Yes , absolutely ' Mrs Cantrell said . However , she added that her conversation with the manager was genuine and that he was 'thoroughly embarrassed and horrified by this whole situation ' . The American Airlines representative also said that changes would be made in corporate training so that employees will 'reflect empathy ' . Mrs Cantrell posted on Facebook that the family would be vacationing in South Carolina this year . Social media users became outraged after hearing about the airline 's callous response to the Cantrells . Pictured , Tony Cantrell and his daughters Scout ( left ) and Katie ( right )
Madison 'Scout ' Cantrell , 9 , from suburban Chicago , died in October . Family had planned vacation to Bald Head , North Carolina . Title: Why do we have a " right of free speech "?