Originally Posted by
whimike
Unfortunately, I think it will take a long time, if ever, for anything to change. The abysmal customer service, following rules to the exact T without any ability to make a sensible varying decision, is not an EK issue alone, it is pervasive throughout the entire region (at least for airlines).
Conversely, I would view consistently applying policy according to the rules is pretty much the definition od good service
I class inconsistent approaches to be really bad and simply favour those that play agent roulette and keep whining until they get an agent that will ignore policies/rules