Originally Posted by
emcampbe
So how is it that people aren't getting refunds if they want, exactly?
I was with friends in Durango, Colorado over the weekend and their Saturday flight was cancelled, with the next availability on Thursday. They were told that could not get a refund by the United Express agent at the airport.
While you and I understand the difference in agents (mainline v. ex) as well as the rules, my friends didn't. So they took the word of the agent as the rules. And why wouldn't they -- from my friend's perspective the agent works for United...
They are going to follow up with a complaint to United and it will probably be resolved in the end. But that's a tangible example of misinformation from the United network.