Originally Posted by username

I thought when the Star Alliance Employee Guide was available for the general public, it said on the day of travel, the operating carrier will handle all the issues. Would that be something to remind the agent when one gets the run around?

Thanks.

Originally Posted by jsloan

No; you’ll come off like a jerk, and anyway it’s irrelevant. For one thing, that guide is no longer available. For another, this is an industrywide IATA principle and is allegedly enforced by EC.261. When you’re dealing with someone so intent upon not being helpful, you can only argue so much before you’re just wasting your time. Anyone in that situation would be well-advised to find someone else to talk to.