Pipeline it, like said below. For a couple of them, it's gone on way too damn long. It's like they're choosing to be rude before they even call, even when I answer with a friendly "good morning, how's it going?".



I realize their job is a lot of dealing with a few aggrated pilots per shift, but that's what they signed up for. Always remember that the conversation is recorded and it behooves you to be at last decent on the phone.



I've heard from multiple sources that the CS manager is a disgruntled ex wife of a pilot, and that she passes along her resentment to her employees treatment of the pilot group. Rumor or not, that's how I feela fair number of them treat our conversations, lol. There are definitely a few super nice ones that are apologetic for calling at 4am etc, and I often let them know how much I appreciate them being a friendly voice, or something nice.