Originally Posted by bocastephen

I'm concerned this needed any back and forth discussion to convince the agent of anything - it should have been offered immediately once you connected and told the agent you're misconnecting. However, in my experience, the chat agents are certainly not premier agents or appear highly experienced so I think it's better to call unless you're still in flight and can only use the chat function. My only two chat experiences were very disappointing and aggravating with the agent not grasping the simplest of concepts.