Two travelers, exact same advice given. It meant doing something different than totally depending on the airline to take care of you.

Legacy carrier meltdown in two major connection cities; no flights out on them.

One seat out on alternative carrier. First one who got the seat turned down the advice given due to inconvenience. Other one took the advice, schlepped his bags out from initial carrier, claimed the turned down seat, and got out and home. First traveler, miserable...

Airline employees are no longer encouraged to do beyond what the automated screen spits out. Alot of that great drive and knowledge is gone.

Can anyone relate?