Getting refunds a matter of luck?

REGARDING Jane Engle’s article [“What to Do When a Vacation Goes South Because of a Storm,” Travel Insider, Oct. 2]: We had two United Airlines tickets, each upgraded to first class with miles, for an AARP convention in New Orleans that ended up being canceled.

United refunded the tickets with no penalties and put the miles back into my account. The first rep did this quickly and courteously. I guess it depends on the airline or the rep.

GUY SCHICK

Fullerton