It is absolutely right that we have no way of knowing the true reason, but the reasons that this issue arises so often is that airline employees routinely lie to the customers. Often this is just to get them away from the desk, but it can also be to avoid providing compensation. The consequence of this approach has now led to a high degree of cynicism as to anything a customer is told by an employee, especially if it is to the detriment of the customer. This is the fault of the airlines and the employees, who by engaging in this deceit have created a rod for their own back. It ill behoves such a lying bunch of cretins to now complain that no-one believes them even when they are telling the truth!!
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