Seems odd as JFK T5 has a separate Mosaic (and Mint) line at the central help area. As discussed in other threads I do agree that, generally, Mosaic seems worthless especially with the universal change fee waiver continuing.

I do find B6 oddly restrictive on what the various agents claim they can do; a friend recently said even at the central help desk at JFK they were unwilling to swap FF#s on his ticket.