yabadoo

Unfortunately what you experienced is symptomatic of a young airline that has grown too quickly and has been unable to ensure adequate robustness of it's processes, policies and systems, and most importantly hired the caliber of people needed who can be effective in dealing with customer issues like yours and given them thorough training. Hence, it becomes a crap shoot trying to find a knowledgable and willing employee who can resolve your issues.

I once had an issue where I was trying to change dates for a reservation for myself and family about 48 hours prior to travel due to some unavoidable reasons. The tickets were one of those highly restrictive economy fares so was well prepared to pay the change fees etc. However, calling their call center three separate times, each time it took them ages to figure out what I owed and whether a "no-show" penalty would apply for the flight I was cancelling as it was within short notice. I argued that this was absurd, anyway the last agent I spoke to said he "thought" it would not apply. Went to the airport a few days after for when I had re-booked and check-in agent correctly stated the amount I had to pay for change fee of about $800 for my family (no mention of "no-show" penalty), BUT insisted I had to pay it all in cash as his credit card machine was not working. I freaked out and asked him to call the supervisor, supervisor immediately apologized and asked to step to another desk and took my credit card payment manually.

In a nutshell, you have to press your case with them if you know you're right. But best is to try not have any changes or deviations from your travel plans as it's generally not a smooth process trying to rectify or correct them with EY.