A reader passed on an interesting article from CNN’s travel section which relays some confessions of an ex-airline agent.
There are a few interesting tidbits which give some transparency into the inner workings of airline travel. It appears the poor financial outlook for airlines is driving down the level of customer service (oh really?). Poor training, low wages and non-existent perks result in ill-equipped agents manning the front-lines. An antiquated hodge-podge of systems only add to the difficulties in servicing you - the customer.
The best thing to do is remain calm and have patience regardless of the situation. While "free" upgrades are a thing of the past, being friendly and courteous can be the difference between spending another night at the airport and getting home to see your family and friends.
And in case you were wondering, there is a way for agents to pass their experiences with you to other agents.
Ticket agents are always updating Passenger Name Records, or PNRs. These computer files, which contain basic details on passengers’ trips, are accessible to most agents at check-in counters and departure gates.
Agents generally use PNRs to record special requests by passengers, but sometimes they also comment on a person’s behavior.
A friend of mine discovered this after she had a heated argument with a ticket agent about getting an upgrade on a flight to London. When she reached her gate and inquired again, the agent remarked on her "inappropriate behavior" at check-in, and my friend was stuck with her economy-class seat.
Good to know. Safe travels.