This has been mentioned before, and indeed has happened to little old me too. In dealing by phone or email, often Lan agents will refuse to escalate the call or problem to a supervisor, saying they do not or cannot. Of course, they do and they can, but only for problems that require it. I suspect that if the agent believes the customer's question has been correctly answered, they write �question answered, closed file�. With thought, I respect this policy. These are the fare rules, this is the answer, have a good day. The days of people (me included) arguing about how my situation is different is costly and rarely results in a happy customer. I think we in North America who think think we can berate companies into submission are quite surprised when it is unsuccessful in South America. IMHO.

I have been referred to a supervisor to deal with a problem the agent does not have the authority to resolve.