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Hello Ms. Jack and Anna, Thank you for bringing this to our attention. Our agents are always instructed to make the most out of our tools and to exercise due diligence. In fact, we have a Procedure Flow Article in place entitled Schedule Changes () that specifies that the agent must verify the air...

Hello Ms. Jack and Anna, Thank you for bringing this to our attention. Our agents are always instructed to make the most out of our tools and to exercise due diligence. In fact, we have a Procedure Flow Article in place entitled Schedule Changes () that specifies that the agent must verify the airline\'s policy regarding irregular operations and schedule adjustments if they get it via phone or email. Had the agent managed to check it, she would then be able to see the link to American Airline's Saleslink website and their [Irregular Operations (IROPS)](https://saleslink.aa.com/en-US/resources/html/irregular-operations-irops.html) policy where the below items are stated: - AA disruptions on OA Ticket Stock **must** be handled by AA Reservations, Airport Personnel, or the validating carrier. Agencies are unable to assist in these circumstances. - Under rebooking guidelines -- "Rebooking within two (2) hours of departure is prohibited" Having said that, we acknowledge that the agent dealt to the situation quickly and to the best of her abilities, though we also need to remember that we are bound by the policies and guidelines imposed by the airlines. As a result, we recommend that the agent be held accountable for this case since it was her responsibility to utilize and scrutinize all her resources. For reference, here are some snapshots:   Let me know if you have any questions.