Ellie,
While I don't have very much experience with Delta specifically, I do have a fair amount of airline ticketing experience and time and time again, I've learned that if at first you don't succeed, hang up and call back later and then kill them with kindness.
What you get often ends up with the agent-of-the-moments interpretation of the airline's current game plan. It happened three times with me with AA before I finally got the refunds and fee-free ticket changes I wanted.
Good luck...... <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" /> <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" />
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