Originally Posted by
jpezaris
That there is your problem, right there. You want help with something unusual. Use your phone to call (not text) and keep repeating "representative" and/or "agent" to talk to a person. AI agents are incapable of dealing with non-standard problems like you were having, at least for now. From your experience, they're even incapable of recognizing when the situation warrants connecting with a human, so do it for them, and call.
Honestly, for this type of request, the chat has always been fine in the past. It's only recently that it switched to an AI bot and there's a less explicit path to getting to a human.
Sure, of course I could call, but for something where I can write up the explicit instructions and go about my day while the chat agent handles it, I never found it necessary to bother waiting on hold and reading off a PNR, when I can just type it. Maybe I've learned my lesson.