Originally Posted by
UA vs NW
The agents can not do it by themselves but they called some department and got it done.
This is most certainly an exception to the rule. I've been told by agents countless times that it's not possible and against policy. Plus, as pointed out by
slippahs, it's actually specified in the fare rules. If you get it reinstated, great. But by no means should someone expect, demand, or otherwise insist on a reinstatement, especially if they know the rules.