Originally Posted by
entropy
Its highly professional, a good rep will advise customers of possible issues arising from their itinerary (such as a tight connection).
We're also not all informed of the entire context of the conversation.
If a CSR that I knew or had held a lengthy discussion with said that to me, I would not a problem. We all know that there will be plenty of complaints from folks once the new system is in place, why would not want honesty? I think customer service has to be based in some sort of honesty....
I think weather it was professional or not is much more gray than folks are making it out to be. It would be much different if said CSR was in a terminal sharing the comment will all pax.