I'm afraid I don't understand that. What she related to me were facts (later verified when I read through this forum and the trade press), not opinions. She also expressed a negative opinion about losing her job, with which I sympathized, but I did not mention that here.

Clearly Frontier management is within its rights to outsource handling at outstations, and indeed it is not uncommon. But in my experience, it may produce cost savings, but it is extremely unlikely to result in an improvement in customer service.