[MissyB]

Originally Posted by ChrisH

Many people do not understand, but as gate agents, and ticket counter agents, our jobs are simply to handle deboarding, and boarding flights, and checking people in for their flights. We are not authorized to give refunds, and deal with passenger complaints, which is why most agents do not take too well to complaints.
It isn't that agents fault, or my fault, that I am authorized, or not authorized to do certain things. We just work for the airline, and do what we are told.

You clearly misunderstood my entire point. My complaint is with the (lack of) customer service experienced with American Airlines, not with the regulations outlining compensatory rewards. However, it was noble of you to stand by your fellow man and try to defend Ms. Harrington's deplorable behavior.

I wonder then, was it the airline that told the gate agent to suggest an inconvenience would involve "falling out of the sky"? As a mere gate/ticket counter agent I can see why you wouldn't want to go beyond the call of duty and spare compassion for those you serve. After all, you're not in the business of helping people, but instead you're there to board passengers PERIOD, right? Imagine the public outcry if a teacher or firefighter made similar callous remarks: an inconvenience would be having a stupid kid fail out of school, or an inconvenience would be having your house and worldly possessions lost in a burning inferno. There must obviously be differing definitions of customer service in the airline industry.