I had a trip that I booked back in January for Oct 28th headed to HKG. On the Oct 28th, some things came up that had me considering cancelling the trip. I called the EXP desk and was told that if I cancelled that I'd then have ~$1000 ticket value minus a $300 change fee to apply to a future trip that had to complete travel by January 27th, 2015.

Skip to today, I call up to apply to a trip on Jan 13, 2015. Agent goes to rate desk and then comes back to tell me that the value on my ticket had expired and that all travel had to have completed by July xx 2014 since it was paid for using a previous ticket.(I know about the travel within 1 year of original ticketing date, but that was why I asked the agent on the 28th about when it had to be used by) I ask how a July 2014 expiration of value is possible when the ticket itself was for travel on Oct 28, 2014. Agent says they don't know. I told them about the call last week and the info I was given. They looked and said no notes in the account. Said they cannot do anything and rate desk says there is no value left. Only option they gave was to call customer service tomorrow or use online form to email them.

I've submitted the online request with just required details - date/time of call to agent, what I was told as to travel by dates and remaining value, and request for ~$700 in paper or e-vouchers. Any suggestions here on other options? I have my notes of exactly when I called and what i was told by EXP desk. But, with the agent apparent not having noted anything and just cancelling my trip, what recourse do I have? I have a feeling I'm SOL if they stick to their dates and claims.