Originally Posted by tentseller

There is a great difference between DM CSR and general CSR at DL.

I needed to make some flight changes on compassionate grounds recently, I had all the backup medical note.
The agent bent backwards with the help of a supervisor to reissue my TPAC ticket into the last J seat without taking my GUC. (5 all the way)

I believe if you were to call your DM CSR they will do the right and compassionate refund for your friends.

I would also bring the DM CSR's attention to the previous call dealing with this PNR. (1 all the way)