I don't think the customer service is that poor. I have witnessed time and time again Gate agents who are more than willing to help people out/answer questions as nicely as possible. People throw a fit when they get tagged with a "FEE" and get ****ed off when they have to pay it, they then consider this poor customer service. What it really is, is people inability to READ & COMPREHEND what they are paying for and what they will have to pay for when they buy a ticket.

The worst customer service I have ever witnessed was from Continental Gate agents. By far the most vindictive, miserable SOB I have ever met.