Originally Posted by Often1

Nope. It gets down to the fact that in large bureaucracies there have to be rules. Every line-level CSR can't be all-knowing about every travel circumstance and what the specific procedures are by every foreign government. And the rules are that this is an expense which needs to be receipted. UA asked for "documentation," OP argued that since there was no distinct separate piece of paper called a receipt given to him by Turkish authorities, that he would not supply the piece of paper which is a receipt. So, UA closed the thing out.

I suppose that UA could have responded with one more offer, "when you send us the receipt, we will send you $40" but two communications vs. three really isn't relevant.

When I submit medical expenses for reimbursement to my healthcare flexplan and they are not properly receipted, I get back an email noting that the documentation is incomplete and will be held for X days. At the conclusion of those X days, the claim is denied unless properly supported. I don't consider that bad service.