Originally Posted by
ULMFlyer
So, if it's an airport function why was
RobOnLi able to do it over the phone?

There may be an agent willing to make the call to have it done. Or a supervisor who is willing to open up the alternate interface and do it. But the vast majority of the agents do not know how to do it and they have no need nor motivation to do so.
Feel free to call in repeatedly and fight with the agents about it for hours if you want.