Originally Posted by SCEflyer

I had a similar encounter yesterday, needing to cancel due to a medical issue.

When I asked the SMS agent about waiving the CXL fee, he candidly explained that this would be outside of his authority, and the matter needed to be taken up with customer service.

The reality of the matter is that the front line folks have been stripped of any decision making authority, whereas even five years ago, this could have been addressed in one phone call.