[Firestormalpha]

Well, her tone might not have been what one would call friendly. It was however, from what I can see, very businesslike. She accepted responsibility that she didn't explain very well. (her fault, not yours) She explains that the reimbursement rules are gov't regulated and can't be altered, though they wish they could help. She suggests you contact the airline and see if they can't credit the other ticket toward a future flight.

Very much all business in that last letter, but not quite rude. Unfortunately, it's very difficult to write a letter telling someone that you cannot accomodate their requests, and make it sound nice.

My advice, and it is only advice (to be taken or left at your discretion), is to thank her for her time and consideration of your request. Possibly lamentation and understanding that she was unable to aid you. And something to the effect (affect? never could figure out which to use when) that you'll look into her advice.

just my two cents, of course.