Originally Posted by Lux Flyer

They are empowered, the problem is the first word you said though - Inexperienced. Many agents don't know how to do anything that requires more than a simple point and click change. So either they think its not allowed or they call the support desks for things they should be able to do on their own, which then overwhelms them with calls and leads to 30-60 minute+ hold times for things which actually require the support desk. My understanding though is unless something is specifically violates a fare rule, requires a difference in fare, or requires overbooking a flight, the front line phone agents are allowed quite a bit of discretion to do right by us as passengers.