Originally Posted by
Turbine
Curious if SAT is mainline AA agents at the ticket counter and gate, or if that is an envoy station now.
AA has largely contracted out all of their airport services to regionals or even contract companies. With the exception of hubs and large focus cities. This makes a huge difference in the caliber of agents at the airport. At AA it is all about cost now and providing the cheapest labor available.
The envoy agents at DFW in terminal B, as well as ORD are some of the worst and nastiest agents in the system. Not only are many inept at their job, but they have the horrible attitude to go along with it.
Obviously there are a few exceptions but it is a shame what the airport experience has become.
Unfortunately, agents with terrible attitudes aren't unique to Envoy/PDT employees. Some of the worst agents I've dealt over the years have been mainline agents in DFW and CLT. Agents and FAs are the frontline employees that the passengers interact with. And the AA brand unfortunately has many bad apples on both sides. Between that and the degradation of inflight products (cramming more rows into 737s, taking seatback entertainment out, etc...) it's no surprise that AA is ranked alongside ULCCs in passenger surveys.