copa airlines supervisor and costomer services in Colombia one of their employees did not reed propper discloser colombia Nationwide

One of my relatives could not travel on a previous date due to a passport that did not have A machine-readable passport so the attendant a the counter said it would be an open ticket for a year,we were never told about the difference in payment (more than 300.00 dollars to travel on september 16 )or punishable fee(126.00) the only thing mentioned is that it would be an open ticket for a year,and that we could apply it when  ready for travel,witch is not true so the information was misleading
A supervisor (Liliana Buatista) SAID WE WERE LYING, about the incident because there were no notes from the person at front desk at the airport