Cheaptickets.com Keeping families apart over the holidays. Internet

So my 21 year old daughter bought a flight to come home with her boyfriend for the holidays- she only purchased one- she needed 2. I called cheaptickets because I found a flight through the airline for exactly $93 a piece. I get put on hold and finally get a rep who tells me that there's nothing they can do to discount an additional ticket- honoring the price of the flight through the airline directly.  She then tells me that she can waive the service charge. Ok great! Let's get the second ticket set up so her boyfriend can come home with her too!  She says "ma'am, I can only waive one service charge, I can't on both." Now I'm confused. I was not asking for both? I tell her "I understand, I just want the service charge waived on this new ticket we are going to purchase"- "I can't do that; we are a business and we are here to make money" HUH?!  "YOU just offered to waive the service fee???!!! I asked her; who was a supervisor by the way; "so you offered to waive one service fee, then revoked that offer & now you prefer to cancel out the ticket & lose the money all together?!!!? " Am I understanding this? "The company that is there to make money; is losing money rather than waive a service charge and keep a happy customer and make some money!?!" She essentially told me that she doesn't care if my daughter got home, they're there to make money."

I ended up canceling the ticket all together & going through SWA - where there are no service charges. The stress of all of this had my daughter in Tears when at 21 years old, she was just trying to come home for the holidays! So the company that's THERE TO MAKE $$$$ just lost 185$. I realize to most that's not a lot of money BUT to my 21 year old daughter, that's a lot of money. This whole thing is disheartening.