IDB or not IDB: that is the question (VDB, conditions not honored)
My SO and kid were on an award booking CUN-CLT-LHR and at the boarding gate were offered to volunteer to go on later flight via DFW for vouchers and accepted. The GA asked them to wait near the gate till he gets the flight off and then will handle the paperwork. After the flight left he gave them the vouchers and said he cannot now get them the DFW flight but will get them the later CLT flight. No big deal. About an hour later they were told there are no options to go that day, given hotel and transit vouchers and a flight for the next day. Major inconvenience, loss of day at work and clearly would not have volunteered if this was to be an overnight VDB.
Is this an effective IDB (for the DFW flight not the original CLT flight which they volunteered for)? As an award flight what are the IDB comps for this? What to emphasise on the complaint request (i believe in concise fact based complaints)