I dont think they necessarily tell you what you want to hear, but I think I am often told a story which stops me being their problem. In your case, being assured your cases were onboard stopped you being that particular agents problem and he/she was simply passing the problem onto GLA. This approach keeps people moving and sadly happens a lot in travel - the trains are always the same.

I dont think on these occasions people are lying, but it is not uncommon to be sparing with the facts.

I often hear people say "We have to tell the truth and nothing but the truth". Sadly, the bit about "The whole truth" is often ommitted.