Don't use any of the CC travel agencies. I had a similarly miserable experience with AMEX when I had a flight cancelled on me and on the same trip had to get home early b/c my father in law passed away. I will never use a card portal for flights. Hotels, ok. But flights, never. Bilt is apparently leading the way with taking flight bookings that can be changed via the air carrier. That's something to keep an eye on.