user: charging £1235 to change booking needed coz of #Irma when can't even get back to Miami. Holiday ruined.
agent: Have you spoken to our Change Booking team for your best options, Steve? Sorry your holiday has been ruined by the hurricane.
user: Change team say instructions mean no free transfer. Might change but paid as I can't go FLA or stay and wanted to get seat.
agent: Hi Steve, please get in touch at your earliest convenience upon your return and we'll be in touch to discuss your experience.
user: Phoned and starting all over again. Now shunted to Customer Relations which doesn't open until 1300. This is a nightmare. Now recorded message saying go on line due to I.T. Outage. Still waiting reply from to 2nd letter on 23 Oct as their first reply did not answer my first approach and ignored points raised re #irma rerouting. Also made errors on airport of departure so didn’t read my letter properly.
agent: Hi Steve, please advise us of your Customer Relations reference, telephone number, email and postal address. Kind regards
user: The ref number is 17012319. Telno 07963 239006. Address and email you will have on my account. I am concerned to put so much personal info on Twitter when I do not know who will get to see it. Regards, Steve Collier
agent: Hi Steve, thanks for taking the time to chat. As discussed we're unable to reimburse you the cost that you paid to change your flights. Even though a policy came out after you made the changes. I'll email you a letter with the points that we discussed as well. Thanks.

Customer complains about charging for change in booking. Agent informs to customers that he will email a letter with points that he discussed.
### Instruction: Below is a conversation between a human and an AI agent. Write a summary of the conversation.

### Input:
user: charging £1235 to change booking needed coz of #Irma when can't even get back to Miami. Holiday ruined.
agent: Have you spoken to our Change Booking team for your best options, Steve? Sorry your holiday has been ruined by the hurricane.
user: Change team say instructions mean no free transfer. Might change but paid as I can't go FLA or stay and wanted to get seat.
agent: Hi Steve, please get in touch at your earliest convenience upon your return and we'll be in touch to discuss your experience.
user: Phoned and starting all over again. Now shunted to Customer Relations which doesn't open until 1300. This is a nightmare. Now recorded message saying go on line due to I.T. Outage. Still waiting reply from to 2nd letter on 23 Oct as their first reply did not answer my first approach and ignored points raised re #irma rerouting. Also made errors on airport of departure so didn’t read my letter properly.
agent: Hi Steve, please advise us of your Customer Relations reference, telephone number, email and postal address. Kind regards
user: The ref number is 17012319. Telno 07963 239006. Address and email you will have on my account. I am concerned to put so much personal info on Twitter when I do not know who will get to see it. Regards, Steve Collier
agent: Hi Steve, thanks for taking the time to chat. As discussed we're unable to reimburse you the cost that you paid to change your flights. Even though a policy came out after you made the changes. I'll email you a letter with the points that we discussed as well. Thanks.

### Response:
Customer complains about charging for change in booking. Agent informs to customers that he will email a letter with points that he discussed.