I've actually had to deal with VA a few times now in recent times and its always been this same type of person who doesnt seem to know much, puts you on a hold a lot and takes so long to get anything done. Last night it was just as bad as it ever has been.

It got even crazier too b/c I was told that they cant change tickets to a lower price, only to same or more So my 459 one way J I wanted would cost me 890 as that was a refundable fare for it and the only fare to put it at or above my 680 I had in the existing reservation BNE to MEL one way in J. That is absolutely obnoxious and she said there is nothing she can do. I asked for a supervisor who said the same thing, that I needed to pay 210 more to make the switch to a ticket that was 200 less. Ridiculous !!

i then saw something online about a Travel Bank with VA and brought it up and they immediately said "oh no problem you said you wanted to switch you ticket not cancel it and move it to travel bank". Pretty silly of them not to offer this option. And then right onboard with VA customer service, it took 3 more holds and 28 total minutes to do all this and get me set up w/ a new ticket how I wanted it and a travel bank with the excess in there for future travel.