Originally Posted by full of luv

IMHO this is the biggest job Mgmt needs to keep a QA on, because usually there are three sides to a story, side a, b and the truth. But I too have had agents say things that are patently false which does more harm to the brand than many other inconveniences.
I also cringe when the agent couldn't be more rude when a pax comes up an hour before the flight to ask if possible to sit next to friend and the agent rudely dismisses them. Totally understand if not possible, but an empathetic "not possible" has the same result without such a negative experience for the pax.
Many pax follow the rules and may only have one small interaction with staff and if that interaction is rude and surly, well that's the impression they get of the whole company.