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I had to change the travel date due to leg injury. When I called to change the reservation, the agent told me I could proceed with the date change and handle penalty waiver independently. He had said I could submit required paperwork via email and they’ll appeal to the airline to waive the date change penalty.
When I called to submit the docs, a second agent told me it was not possible, contradicting themselves. A supervisor offered to lookup call recording and respond to me within 24 hours. I did not hear back from them and when I called for follow-up, the agent told me they couldn’t locate the recording!
Most of all, I did not like the service agent’s attitude, there was no regret for their mistake. They’ve lost my business for sure!