Gcals - the overbooking is a pain, however you cannot fault the reservations agents on this. The company sets the limit in the computer for how many seats can be sold on a flight. The reservations agents simply look up the flight, and if it shows seats to be sold, they sell them.
Also, only about 1/3 (or even less these days) of the tickets are sold through the reservations centers of any airline. Most go online, and some still use a regular travel agent.
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