Working backwards, someone with high status would be treated better once decisions have been made. And possibly, having flown enough to gain status, personally able to be more proactive; sympathetic to status PAX, some AC humans may or may not have played ball. But the system is an obstinate reactive one outside of influence from status PAX with clear and realistic demands.
As written, I suspect AC has met their obligations.
But before we dig further. Details. Flight numbers. Times. Etc.