I was on an interesting trip a few weeks back and forgot to post the question. I was routed IAH-IAD-BRU-LAD on a very last minute biz trip. I could not check in on the app so I headed to GS reception in terminal C in Houston. Upon trying to check in, they said they could not because my visa had not yet come through for the flight to Angola. I asked them to just check me in to BRU, and I would deal with it there, knowing that my visa would arrive (E Visa) by the time I get to BRU - and then it would be on me if it didn't work out. There was one GS agent there and another agent who seemed like an entry level trainee of some sort (I definitely would NOT say she was training for GS as her knowledge level on things was lacking). I spend 30 minutes working with them to check me in.... them calling other agents, calling GS, etc etc etc. Finally, I just told them to remove the BRU-LAD segment and I would buy that leg on the spot as a separate ticket. Time was running out and if I did not make the flight to IAD, I was not going to make my meeting in Angola.... so a nice $4500 surprise and 100% my solution to work around the problem.... the agents were essentially zero help.

Now, the trip went south as the IAH-IAD leg was delayed and wasnt going to make my connection..... after another hour, GS called me and we figured out IAH-FRA (10 hour layover) FRA-LAD. And, the proactive agent who actually called me with this solution was able to check me in all the way through.

So, what gives? The GS agent in Houston told me they 100% COULD NOT "short check in" but the GS agent from DC who called me took care of it, was able to reinsert my LAD leg (although through fantkfurt now and at no additional charge) and then cancel my recently purchased BRU-LAD leg that I no longer needed. So, all was made well and I made my meeting thanks to an obviously experience GS agent.

What are the rules here?