That's the big thing. I don't mind if an agent doesn't know the ins and outs of Alaska's fare rules. Working in a customer service isn't an easy job, and there's a lot of turnover. If someone's been working there for only a few months, they might not know about an exception carved out in the fare rules. But that's *fine*, I'm not expecting them to.

What I *am" expecting is that if I point the agent towards the policy I'm trying to get them to follow, they shouldn't be arguing with me and *definitely* not just ending the call. If you disagree with me, escalate to your supervisor.