About that unused ticket--
If I read your story correctly, it sounds like the original ticket was never used at all. Also, I am assuming this ticket was for travel, entirely, on United / United Express / Ted. If this is correct, my understanding of the current process is that the ticket is valid under the following conditions.
* Payment of a "change fee." Depending on the airline, this can be as little as $50, and go all the was up to $200. United usually charges on the upper end of this range.
* Your new trip must comply with the same restrictions as existed on the original ticket. Flights can not be taken on restricted days and/or times.
* Depending on the airline, you may be able to use the ticket for one-way travel only. However, in this case, you will probably have to agree to forfeit any remaining value on the ticket, AND, pay the aforementioned "change fee."
* You must be able to provide your original ticket number or reservation id. code. Hopefully, you haven't thrown the ticket away.
* The new trip must be taken within one year from the issue date of the original ticket.
* Don't even think about asking for a cash refund, or credit to your credit card. It won't happen!
* Unless your client is a triple platnum frequent flyer, (with a "private" reservation phone number, that rings in the USA) try to avoid talking to United on the phone. Their reservation center is in India. So, if you don't speak Hindustani, you're out of luck! While Northwest should be avoided, I can say that their reservation people are all in Iowa.
* In the future: Avoid "legacy" airlines (American, Delta, Northwest, United, US Airways.) Go with Alaska, Jet Blue, Midwest, Southwest or Virgin America. In a pinch, Continental is worth taking a chance with, even though it is a "legacy" airline.
GOOD LUCK!!
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