I recently went through this experience on behalf of my parents, and had to cancel the tickets I booked them before trying the refund process. I booked tickets (parents + caregiver) for almost $1000 each and when I applied, I received the below response:
"Thank you for contacting Customer Refund Services regarding the above referenced ticket.
We regret that we cannot issue the refund requested, and would like to explain why; exceptions due to illness are granted based on the ability to travel in the future. The illness, as described in your correspondence, does not qualify for an exception. Please be advised that your ticket is valid for one year from the date of issue, and may be used toward the purchase of another United Airlines ticket. If the fare of the new ticket is higher than that of the original, you will be charged the additional amount, plus the applicable reissue fee when the new ticket is issued. If this reservation has not been canceled or to make a new reservation, please call 1-800-525-0280 or visit our website at
www.United.com. If we can be of further assistance, please contact one of our Customer Service Representatives.
Thank you for choosing United Airlines, we look forward to serving you in the near future."
While I still plan on contesting it, I was surprised that despite a doctors note stating that travel is prohibited, they implied that unless there is a statement specifically prohibiting travel for a year, there would be no refund. If you are able to get a doctor's note, I would emphasize that he make the no travel for a year bit very clear. I would hope they would be more lenient, but maybe that is with waiving the change fee.
If anyone has had better luck or suggestions for UAConcorde, I'll be listening closely...
Good luck with them and hope all works out for the best.