Originally Posted by
stifle
The people treating the change fee and upfare payment as a separate reversible transaction are getting it wrong.
It is, in fact, a separate transaction, and subject to the credit card terms of service (which are different from UA's ticket terms). That's why there is some logic in treating it separately.
Do nice businesses stay in business?
Yeah, definitely. It's a no-brainer that treating your customers better in unfortunate situations more than pays for itself, in an industry that depends on repeat business and has lots of competition. I think virtually everyone agrees on that.