If it is a CS eff up, can't you listen to the tapes? Or do the recordings mysteriously disappear? What base are you referring to?
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That being said this company is so mismanaged, from top to bottom. It's too big. They can't possibly control it.
I beg to differ about *big*. It seems to work over in ATL. That being said, I think AA made the right step in reducing middle management positions. I would like to add getting rid of *********s, but I don't think it complies with my recent online bias "training".