Troubleshooter helps man get full refund after cancelled flight

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Glen said he just wanted a full refund after the flight to his father's funeral was canceled due to weather

If you need to make changes to an airline ticket you've booked, typically you're faced with change fees. In January, Glen Guile booked two airline tickets for himself and his son through He was just trying to get to New York to see his ailing father.

"Unfortunately, he didn't make it, so I had to change the airfare to get up there a little sooner," Glen said.

Glen switched his original airline tickets and paid the $400 worth of change fees for the two tickets.

"I had no choice. I paid the fee, and then unfortunately the flight got canceled due to the weather," Glen added.

Since he needed to get to New York for his dad's funeral, he was forced to drive. After the funeral was over and Glen was back in Apex, he reached out to for his money back since the snowstorm canceled his flight.

Glen was refunded the original amount he paid for the tickets, but not the $400 worth of change fees. He says no matter how many times he was promised a refund, it didn't happen. "It was preventing me from putting my father's death behind me," Glen said.

Glen got in touch with me and I reached out to

"When I finally reached out to you, it was ironic a day later I heard from them and they apologized and admitted they were at fault," Glen added. Glen was sent a full refund of $400.00, and he is very happy. "I'm just glad you were able to get through to them and get this back on the right path," Glen said.

A rep with said in a statement: "After further investigation, our customer service department head found that due to human error on our part two requests were submitted to United Airlines for the refund of the airline ticket and none was submitted for the exchange fee. This has since been rectified and we apologize to Mr. Guile for any inconvenience we have caused him and his family."

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