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Joined: 08/28/1998 Posts: 2935
Likes: 316

Sadly I think it is because it often works

Customer service for most airlines is terrible. If your flight gets canceled or a serious problem arises, the airlines leave you to fend for yourself. If you try to fix the issue on-line, you will find you can't. If you call the customer service line, you will find that no one answers or you're placed on hold for hours.

That poor gate agent however can fix your issue. And, if they don't get you what you want then berating them will often work. Essentially, I think what happens is that the agent gets pissed off and thinks to themselves that they don't get paid enough to deal with this crap. So they just solve the issue for the jerk to make them go away - even if it means violating some company rule. Because, at that point the gate agent just doesn't care about the job anymore.

The corporate execs, however, like it this way. It keeps costs down.

[Post edited by CavalierLion at 08/05/2021 3:29PM]

(In response to this post by Zhoo)

Posted: 08/05/2021 at 3:28PM


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