Originally Posted by SpeedbirdLHR

And my point remains, there is no availability specifically for invol changes. It is all the same. If it is showing available to public, then yes, agents can use it for invol. If it’s not, then they can’t. The only option would be a waitlist/standby.

I don’t know what availability the agents would have seen for EI or Flybe so won’t comment other than to say that the ticketing support agents would have been the ones to assist with this. They are also the ones who should have been proactively rebooking any late connections. The fact that this wasn’t done and the original
comment about how busy connections was, suggests that there was a wider failure in the ticketing support which impacted what the front line colleagues could do.