That's when the no. 1 rule of airline bookings comes into play — if you don't get the answer you want / need just hang up and call again. (travelingformiles.com)
They're on salary, not commission, so they're happy to take the time to get you the answer you want quickly. (effectivecoverage.com)
If you bring a case enough times, you can eventually get the answer you want from some judge. (law.stackexchange.com)