I suggest two options: (I'm a Flight Attendant not a Customer Service Representative)

1.) Call the line again and ask to speak to a supervisor, jotting down his/her name, and ask them to clarify the question.

2.) You might post this same question on TRIP.com's "Hot Talk" and ask for help from a poster named Gate A-1 (a Continental Employee who works as a CSR in CLE).

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CO757