Tripped Up: Resolving a United Dispute Over Refundable Tickets

A couple had to cancel a South America trip for which they’d bought refundable tickets. The airline wouldn’t cough up the cash, and they felt like they’d hit the brick wall of bureaucracy — until our columnist stepped in.

source https://www.nytimes.com/2023/06/02/travel/united-refundable-tickets-flights.html