rucksack

@TTT, maybe by the letter of the policy, but charging the penalty certainly doesn't seem to be in the spirit of the SDC policy. In my prior experience, the agent automatically waived the penalty without mentioning it, or if I asked to waive the penalty they said "it's the least I can do" without needing to check with a supervisor.

@flyerCO, I sure hope nothing has changed. That would be a big bummer. What makes me fear the policy (albeit perhaps informal) changed is that my DM colleague who called was told the same thing, and my second agent checked with a supervisor and I got the same answer.