Originally Posted by
paterwdb
IME, they don't know policy, don't understand what you are asking for, and won't do it even if they do.
IME (trying to move the dates of a US-UK trip forward by two weeks so I could attend my Dad's funeral without spending more skypesos) the online chat agents didn't know they could do what I was asking for even when I got a supervisor involved. However, a phone agent could and did do what I was asking for.