http://www.chicagotribune.com/busin...ne-refunds-20130830,0,1962757.story?track=rss Would all this cause DOT to keep a closer eye on how things are being done at UA? Article indicates 9,000 refund requests were not processed in a timely manner over a three month period in 2012. Big thing missing from the article is a statement from anyone as to why they were 9,000 refund requests behind. Not even touched on. Were they short staffed? Computer/software issues? Merger issues? Anyone in the know?