Difficult to make changes

My experience with an international itinerary change due to illness booked thru CheapoAir on Lufthansa :  while individual Cheapo Air reps were helpful, responsive and pleasant, the system and process is very difficult, time-consuming, frustrating, restrictive and expensive. Long waits to get through to a rep. Calls dropped. Transferred to other office. Their system "password blocked" and they can't help me until that is fixed. I was told that a particular rep was out for the day after she and I agreed to talk that day.  Calls to airline several times to confirm my change options. Airline office open only certain times. Airline rep and Cheapo reps said different things. Have to use exact same itinerary.  I knew I would pay $300 change fee, but had to pay additional $250 since my Cheapo fare was "promotional"  and the current ticket price was "higher" than originally booked.  Cheapo offers insurance for "medical reasons" with "doctor's note", but I wouldn't trust it.  ( I must commend "Angel" from Cheapo India office, who was very helpful, calling me back at the appointed time in the US, and did all the legwork and final contact with Lufthansa to get my changes worked out.)  BOTTOM LINE: Don't use Cheapo - book directly with airline and spend the extra hundred or so bucks for the ticket.