Originally Posted by
corporate-wage-slave
Yes, the 60 or 45 minute aspect relates purely to check-in related processes, whereas the ticketing side can go up to scheduled departure time, and sometimes beyond if the flight is delayed. What you wouldn't be able to do is to move to a flight less than 60 minutes before that flight's departure, but you could move from a flight at that stage.
So this comes back to again the issue that it was only because of the call center queue that he was unable to change. And
had he been able to get through he would have been able to change.
EDIT: Okay, not
only because of the call center, he should have called much earlier but given the situation he was unable to.