Bought 2 BOGO tickets for my parents. There was a significant schedule change to their flight, so I tried to put them on a different flight with a shorter layover that same day.

Response from customer service: Absolutely no. Any change to BOGO means full reprice. Escalated to a supervisor, and got the same response.

Pretty bad customer service, IMO. I get they want to avoid abuse. But I'd think a minor change (which, by the way, was initiated by their own schedule change), should not invoke a full reprice.