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Ok, I know that the airlines will do whatever they want with customers and their allegiance is to stockholders; big corporations are that way. I try to remind myself to get polite with the employees I encounter even when things go wrong, but it can be a challenge at times. I don't want to be the path of least resistance to one not holding up the company's obligations. Often times I don't know if the agent doesn't know or just isn't bothering.