I agree that there are rules and fees and they were attempting to help me a little bit. However, a new ticket on a different airline was only about $150 so as you can imagine a $250 change fee which was down from a $450 change fee was a bit of a shock.
I've been flying Southwest for years who doesn't charge for bags, snacks or flying standby so I guess I've been spoiled by good customer service and all the fees were a shock.
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