Question: I need your help getting a voucher that US Airways promised us. My wife fell and was severely injured on a Mediterranean cruise last year. As a result, we couldn't make our return flight from Venice to Philadelphia.

I called US Airways and told them what happened and requested a refund for the return flight. The agent promised us a $960 voucher.

We were able to use part of the credit on a flight to Miami several months later but only after explaining everything to a US Airways representative again. I had to give him the names of the hospital and doctors who treated my wife.

Our tickets to Miami cost $124 per person each way, which should have left us a credit of about $400. It's been several months, and there's no sign of the voucher.

M. Sigal, Marlton, N.J.

Answer: It never ceases to amaze me that an airline can make people wait months for a refund or a credit. However, as I read US Airways' terms of transportation, it's clear that you weren't owed a refund and possibly not a credit. Section eight of the contract says that no refunds will be made for nonrefundable tickets, and that special rules apply to international tickets.

US Airways may have made an exception because of your wife's medical condition. That's commendable, but making you wait months is not.

A paper trail might have helped. Some grievances are best handled by phone, but others should be done electronically. Calling US Airways initially was a good idea, because you needed to let the airline know about your circumstances right away. If you had waited until after your flight, US Airways might have offered nothing.

After that, you should have begun e-mailing the carrier, which allows both sides to keep track of what was said. You needed a written confirmation that the airline was going to offer a $960 voucher, and later a $400 voucher (the balance of the $960). Having that documentation might have speeded up the processing of your second voucher. When you think you're being stonewalled, try escalating your complaint to a supervisor. (See www.elliott.org/help.)

I contacted US Airways on your behalf, and the airline sent you the promised vouchers and an apology.

Christopher Elliott is the ombudsman for National Geographic Traveler magazine. Troubleshoot your trip through his Web site, www.csr.elliott.org.