Globaliser

And it's also a real training failure if the agent should immediately know what XA is, and XY? (Or G4 or PZ, for that matter?) I'm happy to cut the agent a bit of slack: we know instantly what YQ is because it's special to us. I'd bet that practically none of us know off the tops of our heads what XA or XY are because they're not special to us. If all that the agent sees is a stack of letters that they normally don't need to know much about and the vast majority of passengers neither need nor want to know, I don't think it's unreasonable if the agents get confused or forget. But then I know that I spend too much of my life trying to look at things from the other person's perspective.