Originally Posted by
FriendlySkies
Perhaps it wasn't a "professional response", but from everything that has been discussed, I might agree with her recommendation.
That doesn't matter. The CSR is some random joe on FT, he or she is a company employee and needs to be professional. Not to mention its one of the all time classic UA customer service issues is that UA has way too many lone wolf customer facing employees.
Not to mention, what does this CSR actually know about the transition? No doubt it will be challenging, but I doubt this person is the expert. The CSRs should keep it to themselves and save the griping for the break room.