[goghgrl]

What I am learning from these postings is that there are options available to ticket agents, but a customer should not expect an airline employee to make those options available, and should believe they received "good" customer service when nothing is offered. I have in the past received what I believe is "good"" or excellent customer service, and I can tell the difference.

Tell me how ignoring concerns, failing to explain options, and sending customers away unhappy would work in health care, food service, car dealerships, etc? It won't. Mistakes happen and compounding them only makes it worse for everyone.

By the way, I booked a hotel and car through an online travel service, and their customer service rep graciously helped me by calling the hotel and the car rental service and alerting them to the problem, which prevented cancellations from occurring (which would further compound my problems). And there were no extra fees charged. She was gracious and polite, and didn't try to assign blame to anyone. Maybe she should offer training classes to the airline industry.