Originally Posted by Jesse

It'll take more than just putting two at each gate, but it's a start. A great number of them require remedial training in several areas. Last time I was non-reving the senior gate agent spent half his time trying to help the junior one figure something out, and the other half on the phone trying to figure out how to do something else. He completely ignored the line that was in front of him, even when he got off the phone as he had to offer reimbursement to passengers who would voluntarily take themselves off the flight. That he enjoyed, because it was something he knew how to do. He enjoyed it so much he jabbered with those who wanted to give up their seats as he rounded them up to one side. Yet the line in front of him remained stagnant. I watched all of this just knowing I was not going to get on the flight, but fortunately for me he gave enough $400 coupons, dinners, breakfasts, and hotel rooms that I got a seat. As far as a good business practice, though, I hope it doesn't happen that often (paying rev pax to miss the flight so non-rev can get a seat). What definitely happens too frequently is the display of not knowing how to do their jobs well while at the same time showing customers a decent amount of respect and appreciation. Would I want to walk a mile in their shoes? H*!! no! But that's the job they've been entrusted with and it's a shame too many don't do it better. Fortunately, the majority know how to do it well, and with a greater level of customer service. But those who don't really stand out and give the company a black eye after so many others are working hard to deliver as good a traveling experience as possible to fantastic customers.