Phone agents are horrendous. I was in the air on a delayed flight to DFW and was going to misconnect. I had my wife call in and request I get rerouted from DFW-AAA to DFW-BBB, about an hour's drive away as it was the only flight with seats nearby tonight. Agent 1: "The flight to BBB is also delayed. I cannot put someone on a delayed flight". Agent 2: "That's not how airlines work" and that I basically have to get to DFW and see what options there are to get to AAA on the first available flight. Or pay the change fees to get to BBB.
I get to DFW and the Admirals Club agent didn't hesitate to put me on a flight to any nearby city that I wanted.