My friend bought RT tickets from Shanghai to Newark, NJ. Prior to the outbound flight to Newark she called UA to add baby as a lap child, and paid a fee for lap child (10% of base fare). Prior to the return trip she called in to see if she needed to pay for the baby since now the baby was older than two. The phone agent said baby was already on the return ticket and that she didn’t need to do anything else. She got the confirmation email with the baby’s name on the roundtrip (return leg) ticket but when they got to the check-in gate at Newark, the agent said the baby wasn’t paid for. The gate agent said they had to a pay full fare for the baby, even though previously the phone agent had said nothing additional needed to be done. The gate agent said they had to pay the realtime full fare at that minute (thousands of dollars) for the baby otherwise the baby (who had just turned two) couldn’t get on. After some haggling, the gate agent said they could pay the amount of $859 and just request a refund later. So they paid $859 for the child and then boarded the flight and both flew back. After the flight, my friend requested a refund online and UA said they couldn’t honor the request because it’s already been used. So the airport agent wouldn’t honor the email confirmation and the online agent wouldn’t honor the refund request. What can we do?