Originally Posted by
angra
per the linked article, pax denies that she cancelled her flight. I'm inclined toward believing her since a knowing cancellation doesn't fit well with her or UAL's subsequent behavior, and I would think an accidental cancellation would generate some sort of notification via email or sms, at least.
I think she accidentally and unknowingly canceled her own flight due to a poorly designed app. She probably did receive a cancellation email, but she probably had her hands full due to IRROPS. It's a lot easier to manage things calmly and rationally with the benefit of hindsight. It's a lot more difficult when you're in the pressure cooker right now.
I don't for one second believe that UA "deleted" her reservation, as she seems to believe. That kind of tinfoil hat thinking is emotionally satisfying when we feel wronged, but of course it's entirely illogical.