Originally Posted by
Unimatrix One
Their job is also to be able to explain what Five Star service entails. Saying that they can't provide it because AA doesn't use terminal 5 (which is false) or saying they won't escort my wife to the domestic terminals because the one she's going to isn't connected airside to terminal 2 (which it is) is failing to do their job.
+1. Part of the job is understanding and being able to explain the service to pax.