Had an interesting experience tonight: I called in to change a flight (SDC) within the 24 hours. Originally the Platinum agent told me there was a $200 change fee. When I indicated that it was SDC and there was FC inventory, he told me that there is a note in my file that I have apparently been asking for several waivers of the fee this year and they can’t do it.

I escalated to supervisor who immediately apologized and processed the SDC, but she did note that I have asked for several “waivers” of the change fee.

I have often called in to change flights outside of SDC but never asked; I’ve been told it is being waived FOR me as a courtesy to me being Platinum, but that’s only happened once or twice in two years. I did ask on Twitter one time and it was granted but I’m a little concerned if agents are 1.) documenting these waivers and 2.) if the waivers are INCLUDING SDC changes (which don’t have the fee).

again, I take full responsibility for asking and acknowledge that it’s not policy. Just found it interesting that apparently this is tracked.