I agree with PHX, which if you read this forum much, you would know is not at all common! I would take copies of your original documentation with conditions and the email from Mr. Gomez to the airport and deal face to face with the ticket desk. The problems with all call centres is that there is no direct engagement. Call centre workers are often measured on performance which creates perverse incentives. For example, how many calls you handled in an hour. This can lead to the ridiculous situation in which an employee is incentivised to get the customer off the phone, rather than resolve the problem. This is why many airline employees tell you bare faced lies in order to get you away, without worrying about whether the problem is resolved or not. More enlightened customer focussed companies provide incentives to resolve the problem the first time. Unfortunately, the airlines are not enlightened. Call centres dissipate responsibility, face to face encounters make it much harder to shirk the responsibility. Good luck!
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