<<Rant on>>

I posted a qu about this yesterday, so you might already know the background. I was on a ~7AM flight tomorrow and wanted the 5PM or 7PM flight today instead. I tried to do it online, but CO.com didn't give me the options I wanted (It gave me 10AM or 1PM today). I called CO and said that I "had a reservation to tomorrow that I wanted to change to this evening using the same day confirmed change option." I was told by agent #1 that this was only available at the airport. I said that the CO.com said it's available online, on the phone or at the airport. She said, "let me transfer you to a preferred agent who might be able to help."

Agent #2 takes the phone with no background of why she got my call: I give her my information and ask for the same thing as above. She said that "Same day confirmed only available for same-day flights. [I] cannot fly a day earlier." She was VERY rude & was gave an extreme attitude when she emphasized "Same day". I stated that "CO.com says the changes are allowed within 24 hours of the original flight, as long as it's within 12 hours of the desired flight." She told me that I was wrong and there was nothing that she could do. I asked for a manager to help with the situation and got another rude response of "hold on" and then 'click.' I like to give agents the benefit of the doubt and assume she accidentally hung up on me, but with her attitude, I really don't think that's the situation here.

I figure hang-up & try again. Agent #3 takes the phone and I said that I wanted to do the "Confirmed change to an earlier flight" and intentionally left out the "Same day" part. She took my info and said there's nothing I could change to. I asked about flight ### at 7PM today and she said that "it's full." CO.com was still selling seats on the flight and seatcounter.com said there was still 1 open in H/Y. I told her that "CO.com was selling at least 1 seat and as far as I could tell, 1 seat was still for sale". She said (as rude as agent #2), "You can't trust the seat maps." I went along with her & asked for flight ### at 1PM today and she said "The new flight must be within 12 hours of my original flight." I hung up & just did it online.

<<Rand over.>>

My only question from this: Does anyone know what the limitations are for selling the last seat for same-day changes? Do they only do it if X seats remain open or something?

And my request is: CO train their agents to know what the policies are! This has been in effect for over 6 months now, so they should be aware of it and know the rules, or find someone who does. Oh yeah... and I also request that they don't give 'tude and hang up when a manager is requested.