Sadly, I think he really is telling the truth. We've all seen that guy at the airport, at a hotel check-in desk, or even in non-travel situations like at a baseball game or whatever. This is that guy.

But although it's easy for us all to throw stones in this case, ask yourself: do you have a little bit of that guy (or gal) in yourself?

I know I'm not perfect: every time I ask for a late checkout at a hotel, I feel like I have to invoke the exact written policy of SPG/HH Gold or MR Plat or whatever to get it. I usually "win", but I walk away feeling dirty...like I was the jerk that had to throw my elite status into the conversation to get what I wanted. And I can get a little testy when Hertz or National bungles my reservation - and those aren't even "real" elite statuses!

shazbot has provided us with an easy target, but perhaps there's a reminder in there for many of the rest of us as well. We want travel CSR's to make smart, on-their-feet, human decisions that don't always follow corporate party line. When they do exactly that to the benefit of other clients than yourself, how do you react?