I've always found it best to go directly to one of the desks at the airport and inquire there. Since the manager is likely the only one that can do anything about it, you may want to find out who that is and try to start there. Managers usually support their employees of they're following protocol. If that doesn't work, go to the next terminal and do the same at the Southwest desk. Be respectful and friendly. Even if they say that can't help you, they can at least direct you to the best place for resolution, maybe even an executive desk phone number. Persistence has always worked for me. This is also from my personal experience after flying for thirty years at least twice a month. Having said that, I realize the airlines have changed a lot. They used to be very helpful. I believe the Internet is a major factor. Everyone hears about and even sees things you would never have seen before. Both parties' perceptions are jaded.
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