Originally Posted by StayingHomeIsBetter

My experience points to insufficient training of the phone reps.

Even after escalating to a supervisor (at least, they always claim to be supervisors) there is a too high potential for getting misinformation.

Once, on a paid FC ticket, I was told by agent and supervisor that the fare class for the SDC had to match the original purchase. Wrong. I later got the SDC at the check-in counter at the airport.

I've also been told that co-terminals work for SDC. Wrong.

The value of the benefit is lessened if the front-line folks don't know how to correctly make it work.

But, the advantage to the airline comes from being able to advertise the benefit, regardless of whether the benefit is delivered.