Relative (1 adult 1 child) missed their first flight on 18 June (Asia-Europe-Asia), they do a date mistake .

I try to help to rebook, but they get different price always cheaper than me, but the price double with the second agent for both of us.
They can't give us a final price without ticket issuing

As I know, their ticket was class T/T (not sure about the return class if really was T, price was much more expensive)
No show fee is $250 per pax.

I asked to rebook with class V (lower class) who show availability with Experflyer, and the way back they pretend is already cancelled, so need also to be
rebooked in class U (one agent said the opposite, It still available untouched).
We get quote from $550 (by phone relative) to $1000 (by chat Emirates w me).
Usually the price end around $800 with the second agent as the first one can't rebook

I'm not used with so much discrepancy, do all the first level of Emirates customer support have no clue what they are doing ?
What's your advice ?