I agree. The quality is falling. I've had my share of bad agents.

Remember the agent who kept asking me if I was getting married?

And the Cuba incident where CX issued an award ticket which was against the rules, leaving me stranded in Mexico after AA cancelled my flight (I bought my own ticket in the end).

A few months ago I called about missing miles - even with the new system, only 2 flights are recognized by the system in one day. I flew 3 sectors in one day, and so the 3rd one was missing. I was told I can only earn sectors/miles on 2 CX flights per day, even if I flew 3!!

I told her that the system can only recognize 2 flights, and she would have to manually enter the 3rd flight. She tried to tell me the system won't let her do that and I cannot earn sectors/miles on my 3rd flight, even though it's in D class! I told her to go ask someone. She puts me on hold and then comes back telling me it's fine.

Oh, and there are agents who have never heard of Air Berlin.

The list goes on and on.