Originally Posted by Lux Flyer

A customer bill of rights won't solve that issue, because UA already has such a policy. You can have all the policies in the world but if your agents make up their own reasoning and doesn't follow those. An EU261-sque customer bill of rights isn't going to suddenly make agents read/implement policies appropriately (see: LH irrops handling).



UA basically does, their policy is even in uncontrollable IRROPs if it results in an overnight they will reacom on JV partners in JV markets. See above about agent's acually implementing that though.

Basically no matter what part of the policy they read, OP should have been eligible for rebooking on NZ - uncontrollable IRROPs on JV? Yep; uncontrollable IRROPs for J pax? Yep; controllable IRROPs? Yep. IRROPs for premier member? Probably (don't see a premier status listed)

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