Calling gets a referral to a web-based form. A person, Julius Roberts, replied back to me about a week later. It was a very canned response about that's our policy and it wasn't our fault.
"We sympathize with your situation, however, if a passenger is refused travel, the usual fare rules apply and we are unable to refund the change fees. We regret the apparent oversight in conveying to you the proper information concerning this matter.
We do not mean to sound inflexible, however; we should mention there is travel insurance available to all passengers or higher fares, which provide the flexibility of changes or refunds."
