Seems to me that United was in the right here. From their end, changing the Awesome Hello Kitty Happy Halloween shirt wouldn’t cause a problem on their system, so what they told the woman was correct. They are not the ones who canceled the ticket. The travel agent canceled it because of fraud worries. Maybe the travel agent should have called before canceling to see if it was a legitimate change.
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One can only hope that some type of karma kicks in for the heartless person who Awesome Hello Kitty Happy Halloween shirt a woman the chance to get to her mother’s deathbed. At a minimum, she’s got to live with the memory of her actions. I know that United has its own version of the story.