From FIL. He was going to rebook their flight today and then let me know the details. H called and told him everything last night, and then I called him to get him his confirmation number and whatever else he needed (I booked their original flight, so I had the info in an email.)
When I talked to him, he was in such an awful mood. I told him he HAD to be sugary-sweet to the customer service rep, even if it killed him. He growled at me, "Aw, I've tried nice before. It never got me anywhere!"
I fully expect for their rebooking fees to stick, simply because he's incapable of controlling his frustration (and eventual anger). And Lord help the poor soul on the other end of the line, especially if they happen to be obviously an outsource in SE Asia. He always demands to speak to someone in America.
In short, I'm anxious to hear how it went. I'm sure it'll be a trainwreck.