Originally Posted by
danger
In my experience, only the AA RTW desk is up with the rules and even then some of the staff aren't without their misinterpretations and misunderstandings. The problem as I see it is that the rules are very cumbersome and complicated. As numerous posts show, it's almost luck of the draw as to the outcome you get.
I have downloaded a copy of the rules so I am armed when I get someone at the dedicated desk who doesn't know as much as I do. (Most recently, I had to show where in the rules it says that a DONEx segment on a route that only offers economy class is to be booked in B, not L.) Of course if I get someone who seems to have been assigned to the desk
that day or so (which has happened more than once), I politely tell them I'm thinking things over, then hang up and call again.