Originally Posted by
emcampbe
It's pretty vague if you ask me. Do we have to accept it as one of those things that we have to call until we get the right agent who is willing to accept what the customer sees as the definition?
I booked a flight to PSA through UA. The route was IAD-FCO-PSA. The flight last flight was on Air Italia which doesn't do electronic tickets with UA. Within 24 hours I decided to cancel the tickets. The International desk said "no problem" but I needed to wait for the paper tickets to arrive and return them to the airport. Fast foward 5 days and the paper tickets arrived. Two weeks later I took the tickets to the airport for a refund. At first the agent insisted there would be a cancellation fee because paper tickets were involved on a different carrier. A second more experienced agent took over but she needed phone support to refund the tickets. After 20 minutes of typing and continuous discussion with phone support, the transaction was completed. At the end of the process she told me that every day is a new learning experience on the job. The flights were in fact canceled and she was able to return the funds to my credit card account. Case closed.