To whom it may concern, I purchased * tickets through United airlines (J*X*MO ticket n...

To whom it may concern, I purchased * tickets through United airlines (J*X*MO ticket number) . Tickets were scheduled for the ** of December **** flying from Guadalajara Mexico to Houston Texas. However we did not end up taking this flight because we were robbed in Mexico and did not have our documents to fly. I later called customer services and spoke to a representative. She told me there was a $*** penalty each ticket for missing the flight and a $** fee for scheduling a new flight. (New ticket number BLC***). She also informed me that the $*** would be pardoned if we traveled on a date that she had available. I was wondering if I can schedule new flights with the pardon of the $*** if possible. Or if I can get a refund. Please let me know what you can do for me please. Thank you.