Our international flights were cancelled by United due to covid. The airline is offering a full fare refund because they cancelled the flights. I called United and they told me that the tickets were never purchased, I need to get my refund through the agency. TravelExpress refuses to refund our tickets without us paying an "agency fee" of $50 per ticket--for tickets that were never purchased in the first place. I verified these tickets were never purchased through three different calls to United on three different days. She then told me in an email I "have a very skewed view from United" on the tickets. I verified through a former boss (who worked at a travel agency for 5 years) that often times tickets are put "on hold" by agents, and they are allowed to actually pay for these tickets at a later date. Next, she told us our tickets for an in-foreign country flight were not refundable, which a call to that airline also verified that those tickets were indeed refundable, less a $100/tkt fee per fare rules, which we knew of. Travel Express will NOT refund these tickets (less the $100 per tkt), either. She is holding our refunds hostage (for tickets not even purchased yet) for additional money to her travel agency. read more