u/Alexotanil

Hey! Long story short I was chatting to an agent about a confusion in my fare rules. They confirmed to me that it is comfort fare and should not be charged at all for cancelation. I was checking today and it is still showing a cancellation fees. Approached the chat support again and they said the previous agent made a mistake since they were checking with another customer and they got confused!!

I booked this fare after confirming with them and now they are just being apologetic and It was a confusion/mistake from their end. What are my rights here? I am based in Australia and checked quickly and it seems Airlines should be liable to what their agent said regardless of the fare rules.

Appreciate any help/thoughts