If you can access the itinerary on the 'My Trips' section of the website, check the fare rules -- specifically the penalties section. (You can load another passenger's flight into your My Trips section, if necessary, with a confirmation number and last name).

Cancellation fees have not been waived by UA. Change fees have. It's possible that the passenger may have the ability to make a free change to another flight, but that attempting to get a refund will generate the fee. Feel free to copy and paste the rule text (or the fare basis, cities involved, date of purchase, and dates of travel) if you're having trouble deciphering them.