Family trip for seven planned on United non-stop from Dulles to Tel Aviv and paid for in July 2019 for flights March 20 and return March 31, 2020. Received notification around March 9th from tour guide re new Israeli policy requiring all incoming visitors to quarantine for 14 days. Received email from United around March 15 or 16th stating that no one allowed to board without proof of place to quarantine in Israel for 14 days. Email indicated that if that were not possible (a place for quarantine) we could apply for refund or change plans to travel before July 21st 2020 (year from purchase). Since our trip was only 11 days and we had no place to stay for quarantine and there was no way that all seven people could reschedule before July 21, we canceled on March 17. Within several days we received credit for that part of the tickets which was for seat upgrades. I then called United and asked whether the refund for the rest of cost would automatically be refunded on July 21 or whether we should request refund. United representative reported that because it was a new policy, she had to ask supervisor who then suggested that I actually request the refund before July 21. I requested the refund online on March 27th. One week ago I received what appeared to be a standard denial saying tickets were non-refundable but I could use them for travel up to July 21, 2020 and perhaps up to one year longer. I called United and they have started an appeal for the refund as we obviously cannot use the tickets before this July and it is highly unlikely that they can be used even by July of next year based on everyone's already scheduled activities and the uncertainty involved. Unfortunately, I have apparently lost the key email from United from mid March and I am certain that I could not be the only person to have received that email. It would be helpful to have a copy of the email to bolster my appeal and was wondering if anyone else had a copy of it. (The flight itself apparently did take off).