[KDBuch]

UA can improve by being more sympathetic if someone needs to cancel a flight do to an emergency.
On 20 June 2011 I ruptured my patella tendon; I had surgery to repair it on 28 June 2011. Because of this injury and surgery I was in a leg immobilizer and was instructed not to fly for three months. This meant that my family’s trip to Vancouver, Canada scheduled for August, had to be canceled. I called United customer service and spent several hours on the phone and on the United website trying to figure out what I needed to do to cancel mine, my son’s and my daughter’s tickets and not lose the over $2000 we had invested in them. (My husband’s ticket was being taken care of by his office) I was instructed to cancel the tickets, then, within a year get a reissue for them. I would be charged $150 per ticket but if I showed medical proof, I could get $100 per ticket refunded. I also reserved expanded leg room seats and was told in order to recoup that cost I would have to get the new ticket, take the flight then show medical proof for a refund of the extra charge.
On 19 March 2012, I began booking a round trip flight from Ft Lauderdale to Los Angeles for me and my husband for 20 July 2012 returning 23 July 2012.(The children are not traveling with us) I did 90 percent of the booking online but, since I was using my canceled ticket, I HAD to call the reservation number—1 800-864-8331. This was about 1030pm eastern time. When you call that number and ask for an agent, it suggests you go online. I had to say agent three times then, agent queue, before it would even redirect my call. All of that took several minutes. I was forewarned that it could be a long wait and maybe I could call back another time. In the interest of your time, I will tell you that I was on the phone until 2:30 AM -- 3 hours—most of it on hold, with no resolution. At one point I was put on hold and rerouted to the beginning! Also I could see flights online that your agents could not! Michele (agent number WH) told me they would work on the issue and send me an email. I did not receive it. The next day I started all over again and after another hour and a half phone call, 15 minutes of which was spent actually talking to someone, to find out that I cannot use the tickets how I’d like to and that my children and I are the only ones who can use those tickets! That is ridiculous! She directed me to call 1-800-WE CARE 2 for further assistance. I did and after saying refunds was told to Ask Alex on the website and was disconnected.
Why did I have to wait to show my documentation THEN get a refund?! It should be as simple as taking MY tickets and giving me a credit to use for any flight any person. Its is MY money they have and I have nothing to show for it.