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We had to cancel our flight at the last minute due to the unexpected death of my husbands brother the day we were supposed to leave. Although it was a non-refundable ticket, we were told we were eligible for a full refund due to the circumstances. We have dutifully filed our paperwork and provided the needed documentation. I then called to follow up and was treated horribly by a customer service representative named ALBERTA!! I will NEVER fly United again, and will encourage everyone I know to do the same. That was the rudest person I have ever spoken to in my life. She hung up on me!!!!!! Shame on you United to have such people work for you!! As if we didn't have enough pain!!