Originally Posted by
Doc Savage
This is a hugely important point. If the CFO is calling elites "entitled," is it any wonder that this arrogant, condescending attitude might be reflected in the front line employees, especially pmCO employees?
I don't think this has anything at all to do with front-line pmCO employees.
This is a management choice and the attitude adjustments are going to be pushed down from above equally both to pmCO and pmUA.
Attitude-wise, the main differentiation I could see for pmUA elites interacting with pmCO front-line is:
1. At EWR, all passengers are treated with equal indifference. (with apologies to the occasional NICE EWR-based ground staff)
2. At IAH, you got the usual southern charm from the ground staff. This charm is generally based on how you treat them - though of course since they are customer-service front-line there's a floor to their attitude.
