Susan,
Keep in mind that the person you dealt with at Continental is just one employee. Sure one employee can form an impression of the entire company, as they saying goes, "one bad apple...". I can assure you that there are people in your EXACT situation, who have had the exact poor treatment from Delta, and other airlines. It will only be a matter of time before you have a bad experience with Delta, or any other airline you fly. When you stop and think about it, on a given day, there are people, with every airline, having the same problem. No airline is immuned to having bad employees who do not care.
I work for Continental, and I frequently make changes to people's tickets, including people showing up the day before their scheduled flights, wanting to go early. I rarely charge the change fee, especially if there are seats open on the flight, in their same class. It just depends on who you are forunate, or unfortunate enough to deal with.
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