View from the Wing has a brief and insightful article about getting what you need from an airline telephone agent. It's particularly helpful if you have a good understanding of the rules, as some agents have less than full understanding.
Never argue with an agent. Never tell them how much more you know about ticketing than they do. Always thank them for being so helpful. Even when they’re not.
Instead, when you discover you’re working with an agent who doesn’t know what they’re doing, just hang up politely and call back. And I do mean hang up politely, or at least as politely as you can. Perhaps you have another call, or someone is in your doorway, thnak them for their time but emphasize that you have to go and will need to call back.
Check out the article here, and remember that the best piece of advice in travel is to hang up and call back.
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