天马航空航班变动,GOTOGATE客服更改机票时发生错误

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南美BUG票,天马航空航班变动,GOTOGATE客服更改机票时发生错误,机票时间不对!发邮件要求更改,竟然回复如下!真可气!

Thank you for your reply and we apologize for the delay in response.
We have checked with the airline and as per the policy now the changes would be
as per the fare rules.

来来回回邮件都快仨礼拜了!接下来怎么应对? 改期费用应该由GOTOGATE承担!或者过失的员工自己承担?