Greyhound Call centre agent Fortunate foots customer's bill

I booked a bus this morning from Matatiele to Johannesburg and the call centre agent, Fortunate, forgot to ask regarding seat allocation. When I called back she then tried her utmost best to resolve the issue. Appareantly once the booking has been made, the seats can't be changed, a re-booking has to be made at 20% cost. Which I think is unfair because it had been hardly 30 min that I'd had made the booking. Fortunate said that she'd try to resolve the issue, I didn't know that this meant that she'd be paying for the 20% from her own pocket. I'm really grateful to her and this is to say Thank You to her- Fortunate- for sacrificing her own money for a client's satisfaction.

I do however think and feel that Greyhound/Citiliner bus services should review their policy regarding the above, because this meant that a call centre agent who probably doesn't earn much had to foot the bill for something that probably shouldn't even be warrantied as an error. Had Fortunate not re-booked the ticket it would have meant that I as the customer foot the bill meanwhile I had said that I cannot sit upstairs because of a medical problem.

Please can Greyhound/Citiliner bus services have a rebook at this policy, taking into consideration the company's clause regarding medical requirements. Greyhound's medical clause states that a passenger should contact the customer care centre ahead of departure etc. Even though this had been done but the charge still stands?