Originally Posted by
not2late
The lack of factual information on the matter is just annoying. Your response is comforting in that I should understand the airline response as expected and normal, not a bad omen.
Most airline contact centres are the same. Only airport check-in staff - being on the front line - are usually knowledgeable. Even major airlines like Qantas will sometimes advise a visa is required when TWOV is available. It (a) takes time for the agent to look these things up and (b) they don't want to be held responsible if they get it wrong.