I was wonder if anyone knows what the actual AFKL policy is in case of involuntary reroutes and when fare difference should be applied or not?

Before you think 'hey, this is such an obvious question just search', I want to understand how far the call centers, PSL and Personal Assistance desks are allowed to go on deciding to waive fare differences.

I have a few experiences where af Personal Assistance desk is actually quite firm on when fare differences are required to be paid, but I just had an encounter with the PSL where they would change a lot in my ticket without even mentioning fare difference or the waiving there of. It sounds a bit vague, but I'm not sure if what I experienced was a case of 'let sleeping dogs lie'

In my opinion/experience, it looks like the PA desk is trained a lot more on the revenue side and the PSL seem to be focussed more on the customer service side of things.

Curious to hear others experience and if anyone has documented policy's to go from?