This is just another case of NW not being able to balance both the bottom line and offering a relatively pain free, seamless, value for the $$$ service.

I feel bad for the CSA’s and have always felt they were over-worked and under paid. If people think the lines are bad now, just wait!

When you start replacing your front line personnel with contracted drones who have no apparent vested interest (other than a <$10.00 an hour job) you will get exactly what you are paying for.