Once it is established that a customer lost out on a confirmed reservation because of an agent error, that is a legal issue. A merchant or service provider cannot offer something, give a deadline, then before the deadline say the agent made a mistake. The passenger is entitled to the legal remedy of having the airline pay for the mistake of its agent. It can then discipline its agent if necessary, but the passenger who was blameless ought to be made whole and if they can't do it themselves, then the court will do it.
Come on Mr Judge, are you sure you were an airline employee?
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