Same experience here last week. First (fast talking) agent, after confirming seeing same booking class like me alllowing for an exception, stated that this was no good/not a benefit known to her. I asked for a supervisor, after some 10 more minutes she came back: no, not possible, based on (supposedly) "checking with a lead". Should have ended this phone call after first minute/initial impression with her.
1 hour later I tried again: great experienced agent who patiently took care of it. Unusually friendly, courteous & helpful. Felt llike I just hit the jackpot. I asked for her name and location in order to give feedback to UA. Guess what > HNL !!!
Complementary email to USCS vent out the same day!