I’d give 0 stars if I could. Long story short, this is a horrible airline to work with if you have a family emergency and need to make quick adjustments. I understand you can put things in writing where people purchasing economy airfare relinquish their ability to reschedule their flight without fees, but you’d think that a $422 one-way 6-hour flight pre-purchased 1.5 months ahead of time, made by someone who’s flown with you before, who has had a family emergency where their father had a heart attack and is undergoing life-saving surgery, you would morally think charging them $962 dollars in penalties to reschedule their flight to same day is a little heartless and unethical. (Bringing my grand total to $1,384). ESPECIALLY when there were open economy seats available on 3 flights leaving that same day. But no, I have to pay almost $1,000 in fees and penalties to upgrade myself to first class just to be able to change my flight since you treat S and XS ticket holders like trash. Icing on the cake is that you can clearly see on Google flights that it would only cost $600 for a one-way ticket if I’d wait 2 days to fly out. Their website is not user friendly, the customer hotline was very unhelpful, and I was told the supervisor didn’t have time to talk to me or there wasn't one available. My experience was similar when talking to the customer service department at the Managua Airport in Nicaragua and that a manager was unavailable. I was obviously pretty stressed and as a non-native Spanish speaker it was difficult to try and explain my situation in Spanish, but even when a bilingual American tried to help me they still weren’t willing to budge. Lastly their staff seems to be completely incompetent telling me I need to pay them $1200, when I can clearly do it online and get a result of $962 (still ridiculous). I highly recommend you choose another airline instead who would understand an emergency situation like this and not make it about squeezing you for over 300% of your original ticket price for a same-day flight.