Booked a ticket for a friend using DBC-Free voucher. Specifically asked res agent about allowable changes, and was told as long as no changes to departure or origination, then changes could be made up to 14 days prior to departure. Much better routing opened up, so called today to make change. NOW, res agent says $100 fee if changes to connecting cities. Ask for a supervisor, and apparently now when you ask for a sup, they transfer you to customer relations.

Talk to Customer Relations, explain situation. Agent checks profile, and says that if there are no changes to O/D cities, changes are allowed. I explained to him that Res had just told me that if there were changes to the routing there would be a change fee. He then places me on hold, returns and indicates he was reviewing the profile, and that Res was correct, that if there were changes in connecting cities there would be a $100 change fee. I point out that he had just made the same mistake the original res agent had made. As I'm trying to point this out to him, he interupts me, talks over me, AND asks me to not talk over him, as it's not professional! He now denies making the mistake, and indicates he had not committed to anything, that he reviewed the profile and gave me accurate information. I can see this going nowhere, so ask to speak to a supervisor. He indicates that he is in a supervisory role, and that the "director" does not take customer calls. He then gets rude, and informs me that he is CLEARLY documenting the record that he has explained ALL the T&C's on the voucher, and that there will be NO changes without collecting the change fee.

So, question one, is there anywhere I can go to help my friend get more direct routing on this ticket.

Question 2, are the comments that have been added to the PNR going to make travel a bear for my friend. i.e. harder to standby etc.

Question 3, what is the best way to document a complaint about a "customer relations" agent. Contact customer relations? Call would probably go to his buddy in the next desk!

Thanks for any help, need to resolve the ticket issue ASAP, as today is the 14day mark, and I don't think I should expect much flexibity in that!