I agree with LukeSkywaiter. I doubt it's some FA-sprured conspiracy theory to lessen the company's liabilities as much as they pass what info they can. They're only human and after years of observing their work, it's really not a military secret as much as good old decent customer service as best as they can do, and they do a very good job of it daily in the face of an endless stream of difficult, unsympathetic people.