Generally, the're not empowered to do so. They are there to spout the corporate policy and that's all they're allowed to do. They often don't have the tools to fix problems and help centers are specifically designed in that way. Companies, especially ones that operate on a budget model, have realized that there's no money in customer service. There's money to be made if you make things difficult (and expensive) if the customer needs additional care. If a front line rep breaks company policy to help, you can be assured they won't be employed the next day.Is it just me, or does everyone else notice that the front line staff no longer take the initiative to help customers with what is an obvious mistake with an easy remedy. Is it laziness, don't care attitude or are they simply not empowered to remedy the problem?
Then again, I don't know why anyone would use a company with "Cheapo" in the name. I wouldn't go to Cheapo Heart Surgery. I wouldn't use Cheapo Brakes and Mufflers. And I wouldn't use Cheapo Air. When you use a budget company - Cheapo Air, Priceline, WoW, Norwegian Air, Allegiant Air, Spirit, KAYAK, etc. - you're going to get what you pay for. If that's all someone can afford then the onus is on them to educate and protect themselves because their chosen company isn't going to do it for them.