My experiences with AC agents have been uniformly good in recent years. But a few years back, I certainly had my gripes about a couple of the check-in dragons in YOW. You have a few old farts there who play it by the collective agreement and have all of the customer service acumen of a TTC token seller. The fact is, you can't fire them. And you can't change their lousy attitude. Because you can't fire them. I know AC has tried and tried in YOW and YUL, but YUL, they have had more staff turnover. In YOW, they have to wait out these dragons until they can pension them off.