I am surprised
I am surprised by ChrisH's response. He expects paying customers change their behavior because the gate agent is poorly paid and doesn't care about anymore training. For a gate agent, he seems to know a lot about Airline industry, the psychology of passengers, economy, immigration and others.
Is he really fearful that his job will go to a foreigner if the Airline comes under a foreign control? Does that fear translate into ill-treating foreign looking customers. Does inadequate/poor training clash with excessive powers at the gate?
Airline is a service industry; unfortunately due to 9/11, security is often used as a pretext to mask inefficiency, personal tiredness, anger, and prejudice. Nowadays, in an argument with customers, the airline employess is very quick to threaten calling the security. The customer has no choice-it is used as a weapon to subdue the passenger regardless of how right he or she might be.
|