Perhaps they have laminated red cards that have an algorithm for dealing with any question/request they don't immediately know how to answer. I think it reads:
1) I'm sorry, you may not do that [insert request]:
a) with your Fare Class
b) with your original form of purchase
c) on the day of departure
2) Please hold while I check with:
a) skymiles service center
b) customer care
c) a supervisor
3) OH - you need to talk to international reservations [ click ]