I think what you're missing is what "can be done" and what is "within the guidelines to do."
For instance, it is possible for an agent to issue you 10 free round-trip first class tickets to Paris. It would cost the agent his/her job, but IT CAN BE DONE.
Maybe what the agent should share with you is "I'm not willing to risk my job to bend the rules for you." Would that make more sense?