I think she was lucky to get a particularly helpful agent/supervisor to be honest: the TK forum has had multiple occurrences of people complaining that TK does not offer any cooling period and report experiences of them even refusing to allow it in the US where it is a regulatory right.

The airline life is - thankfully - full of little miracles, situations where we know we are not entitled to anything but where a particularly positive alignment of the stars, super helpful and empathetic agent combined with a very understanding supervisor means that somehow, we get a resolution that we neither expected nor were formally entitled to, but that does not constitute policies in and by itself, nor even an airline's approach or ethos.