Ask if Mr. Gomez can somehow make a notation on the reservation that the fare rules do allow the changes you are trying to make. If the call center employee can read the documentation then they should be able to make the change for you.
Otherwise, and I've said this before, if you aren't getting any satisfaction on the phone with an airline's call center then make a trip to the airport. We hear on this forum all the time about countless hours spent on the telephone being transferred from agent to agent and placed on hold for long periods of time. We also hear of the cost associated with these calls when they are made from cellphones or hotel phones in foreign countries. If you are at an airport ticket counter they have to deal with your issue face to face. They can't hide behind a hold button on a telephone.
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