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Poor customer service and misinformation.<br /> I had to change a a FF ticket since I needed to put my Dad in hospice. I was told by a United representative Rachae (Agent # 5A) told me the full 75.00 fee would be refunded with a doctors note , the people at customer service at the airport in Huston also told me I would be refunded the full fee to either send in the doctors letter or submit on line, and then when I emailed stating I didn't get the correct refund, Margaret Wilkie said I should be getting the full 75.00 refund.<br /> Yet now they state that there is a 50.00 processing fee.<br /> Even though I feel a 50.00 fee to credit my credit card is ridiculous (there is no charge to Global or premier members to make changes to a destination even without a doctors note, and to change the date of travel greater than 21 days before travel is free for all FF); my issue is that I was told on multiple occasions the full 75.00 would be credited and I expect United to stand by their word. <br /> Customer service simply sends you an scripted email and doesn't stand by thier word. <br /> Southwest has great customer service and understands that things come up and do not penalize you. United obviously is just there to make money and does not care about the customer or standing by thier word.


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