[Gromit801]

Why is it that when a customer makes a huge mistake, they expect the business to cover it for them? It's the same thing in my business as well, a client makes a mistake, approving with a written signature some artwork I designed, it gets printed, and then they realize they missed something, and want us to do it over for free.

That's NOT going to happen. Take responsibility for your mistakes. That you were busy with your own personal crisis is irrelevant to the business. If you can't concentrate on the task at hand, then perhaps you shouldn't be doing it, like booking tickets.

Booking is done one step at a time, at your own pace. That you goofed, should not become United's problem. They have their rules as well, and has been previously said, if they make a new special rule for you, then they have to do it for everyone.