Originally Posted by
btonkid12345
I think CS has a lot more control over the demeanor and actions of airport agents, FAs, etc. They can't do much with an operations decision as those folks don't interact with you directly and take a holistic view of everything happening.
I'm not saying they won't send the feedback along, but they can't directly improve those folks nor is it as easy to find fault or improvement opportunities.
Most airports' fueling operations are handled by a vendor who serves multiple airlines. Sometimes, there's only one fueling company at the airport and the airlines have no option. If the fueling company fails, the airline can't take much action against them.
While airlines don't have direct control over fuelers in the short-run, they claim responsibility for fueling delays just like they claim responsibility for TSA line wait.