I have travel in several occasions with my small Yorker named Pippa in and 11 by 18 soft kennel . She feels happy in it and fits comfortable. The lady at the counter made me buy a new kennel at the airport was force to buy an other one for 60 . I was embarace and felt as I was treated unfair and . I was in my way to Newark to see my brother who has cancer and I didnt need the stress. Beside I had to live my other kennel in the airport and the one they provide me didnt fit under the sit.I want an apology and a refund for both kennels. My payment prove I paid with my credit card. I also was so upset by the inside the that I leave my coat at the airport. User's recommendation: Do not travel with u pet in United.