[EdwardseanRyan]

I am the travel manager and regional director of travel for the company I work for. This company is a publishing firm that has numerous travel based magazine and products. United was the first company to institute the additional fee based structure years ago. Delta America USAirways and a few others were to follow.

First of all, last year one of our employees' mothers died unexpectedly and we had to cancel her trip which she was on a Northwest and American flights. The service personnel I spoke with at both airlines were able to give her full credit for each flight even though their policy said they "Could Charge".

Unfortunately with United their off shore reservation person couldn't have cared less about "why" this reservation was being cancelled. Airlines do have the ability to evaluate each cxl on a case by case basis. United just chooses not too.