I had a domestic flight booked for a trip to a university I'm applying to, they invited me up since I'm a senior and I participated in a national math contest. Anyhow, original plan was from Thursday to Saturday. My father offered me another day, and we booked a hotel room and changed flights. No problems there, couldn't do it online, as the system is semi-broken and will work 10% of the time.
Called and entered frequent flyer number, skipped ahead of the queue and changed my flight. Decided a couple of days later, on Wednesday, that I really needed the Sunday at home before mid terms, and called to change the flight back again.
Same procedure, skipped ahead of the queue and talked to an agent in a matter of seconds. She told me that I needed a four-digit code, and since my father was travelling, I had to call him up and then call back again. Got the personal code, and called. This time I got another agent, and I told her I wanted to rebook my flight.
Told her the information she needed, and the flight that I had changed from was still available for award seats. She then informed me that it would be a $50 charge, and I disagreed. Not a big deal, it's not expensive, but since I was booked from a *G account, it's supposed to be free.
She told me that no, it's $50. It's free for 24 hours after booking. I tell her that she's wrong, that I just changed my ticket without paying as much as a cent, and that they state at their website that it is indeed free if you're a Gold member. She starts getting aggressive, and I tell her that she's wrong. This went on for a bit, and then I just hung up on her. Called again and prayed I got another agent.
I did. Told her that I wanted to change my flight plan, but she couldn't find any available award seats. They had a seat available for the first leg, but not the second, and as this was on a Saturday, there were no buses or trains leaving for my home city after arrival.
Found out that I had to stay there for another day, and just make the best out of it.
Called next morning to the EuroBonus agents, asked them to double check and I was immediately rebooked on the flight that I originally had. Asked if this was supposed to cost anything, she told me no and said she didn't know why they tried to charge me.
Oh, and they never asked for that four-digit code.
So to sum up: One completely useless and rude agent who was wrong, one that couldn't book on an available award seat, one that asked for things I really didn't need and one decent one that actually knew her job.
Airlines should really hire agents that know the rules.