Hi Mark, what a horrible experience. I know a lot from this topic so i can tell you my experiences.
When you book a tkt from a travel agency (TA), idk if you red the contract,all changes and modifications has to be done with the TA if the tkt has not been used or if you want to get the refund.
If there is a schedule change the companies only manages the TA contacts, as they only put that info in the system and sometimes ( for internal issues) they deny adding passengers info in the tkt.(Companies dont have numbers to call passengers)
When there is a problem like this, the TA is informed on time and given the procedure ( there is an internal department to solve it, not the customer phone) and most of times the TA does not do the job properly and blame the company, but companies cant do anything and have limited access to information because of that.
The refund process has to do directly with the TA and has to be done via them, the TA call the TA help desk and they finalize it, it has nothing to do with the passenger.
So in your case i see a procedure that was not correct from the TA.
This processes are a lot easier when you buy directly with the company, trust me.
Regards
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