The trouble is, agents THINK they know the rules, but what they think often bears no reseblance to the contract of carriage.

I am still fighting Continental to get a refund of the canceled return leg of a nonrefundable ticket for late September. They alternate between agreeing they will refund the money (after I pointed them gently to rule 240D), saying they owe me nothing, and saying they already sent me a travel voucher.

I've sicked American Express on them... we're currently in Round 3.