In today's environment (and this probably speaks for every airline and/or customer facing jobs), I don't see that new customer service reps are trained to troubleshoot, brainstorm or think out of the box. They are taught to check people in, board airplanes, do the basics of customer service. If they are lucky they will receive training in good/better/best/excellent customer service and how to give it with sincerity and a smile.
Coupled with this is a generation of young people (not all, of course) but many(?) who feel entitled to privileges/ rewards/ etc. that they have not earned and so, they are not as thankful or compassionate as they should be.
Sad but true. As experienced, older, wiser employees leave, retire, etc., it will take years for the next group to hopefully catch up. Sorry, folks I'm not a pessimist but more a realist....this is my opinion, the way I see it.