Oh now, you most certainly do pay for it. If you are an elite customer, you have paid for this service and then some. However, the airlines prefer to designate it as a "perk" so when they fail to deliver it, no compensation is due. It is all nonsense.
I am also not buying the contract employee stuff. They are contracted to do a specific job. The airline should monitor and quality control their contractors. I audit contractors who work on behalf of my company to make sure they are doing the job properly. It is just basic good management.
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