I cancelled a LAX-DEN upgrade at the counter for my wife and I...supposedly we were suppose to get our e-500's returned to our accounts and mine got returned but hers didn't. United Customer Service attempted to refund her upgrades but eventually gave up and gave her 4 "goodwill" upgrades instead so in the long run it was better than the 2 that were used but not really used The point being, they (United) act like it's a huge deal to refund the e-500's ("it will take up to 15 business days", etc....).