[dataflow]

How do those clauses actually work? If a rep does something nice for you (like give you something for free), could the airline say it never agreed to that in writing or whatever and demand it back? How are you supposed to know if a rep has authority to enter into an agreement with you over random matters?

But, to your question, my guess is that would basically be telling people not to avoid their chatbot, which they don't want to do.

[paxys]

It's more to shield them from cases like a rep gifting you free flights for life.

[dataflow]

I realize the intention but I'm wondering how it works legally given what the terms actually say.

[paxys]

What you are or aren't entitled to is written down in the terms of service. Support agents can only help interpret the terms for you. They may be authorized to go beyond that to some degree, but the company will also have the right to reverse the decision made by the agent.