I wasn't involved, but as it was next to me, I watched the entire exchange. The passenger was simply trying to do a same day confirm flight change. She stated that the phone agent says its available to be confirmed but needed the check in agent to do it, but the check in agent refused, hence, why the phone agent was offering to speak to the check in agent. But she again refused. The passenger asked for her first name and she refused to provide it and the passenger walked away.

On a side note, the agent assisting me needed help from and she simply moved over and punched a couple of buttons without even acknowledging me with a hello or a smile. Now some of you might say who am I to expect this, but as front line customer service agents, their ability or lack there of to interact with customers is what sets the impression. For the most part AA is much better than United in my experience, but there those few bad apples that makes you wonder why they still have a job? Technically proficient, but generate bad will for the company.