I too had a family ER this week and had to scramble to change a ticket after I already had taken the first leg. I was SOL on the ticket I had already partially flown but was able to change another ticket I was supposed to fly on today. The call center agent told me the same Thing regarding the change fee, I had to pay upfront and once I produced proof they would rfund the $150. However, I was given an upfront 10% off for an ER fare but I must produce proof on my return or I will have to pay the 10% back. They said I could not combine the waived change fee and 10% off. I'm going to try and submit for the change fee refund when I get back just to see if I can abuse the system.