Join Date: Jan 2012
Location: South Central US
Programs: UA Lifetime GS, AA EXP 1 MM, Delta Diamond, Hilton Diamond, SPG Plat, Hyatt Gold, Hertz 5Star PC
Posts: 181
There was one particular agent that, for some reason on a Monday evening, I kept getting. Finally, I called via Skype and had a different agent. The first EXP agent didn't lift a finger at all on a very simple request to change my flights on a fully flexible ticket and wanted to charge me $200. The second agent gave me several options and just changed the ticket. The first agent seemed really awkward like they did not know the systems and policies, and the second agent was quite seasoned and even told me my upgrade had cleared and asked if they could take a seat reservation.
Oh well. YMMV must be God's motto.