We were in Mexico with a bunch of friends. The flight home had a several hour layover in Atlanta that I wanted to try and get out of. I used the online chat option and the agent changed the flight and refunded me $26 because the direct flight had actually dropped in price.

Upon sharing this information with the rest of the friends in the group, they tried the same thing. They were all charged an absurd change fee and told my agent must have screwed up.