Hi all,

Here's another question for anyone who might know the answer. A friend of mine purchased a restricted, non-refundable ticket a while back, but it turns out that now she has to undergo urgent surgery this week when she had planned to travel. It was my understanding that in such cases, it is common for airlines to waive change fees for postponing travel if you can present a letter from the physician. So my friend called United and was told that United used to do this, but no longer does because people were abusing it. So the change fees won't be waived. Is this correct, or was the agent just being mean?