Originally Posted by
garykung
Why sound so surprised? This is not the first thing this has happened.
This is a symptom of a management culture problem at AC.
Why is the employee so scared of management and a customer complaint that he is not willing to share his name? That fear is what is causing this type of customer service interaction. If he felt safe in his position he would have no objection to giving out his name.
If we go back 10-15 years ago we did not have complex zone boarding, It use to be if your in the front cabin or top tier elite board when ever you want. Then board back to front in some grouping that makes sense to the gate agents to reduce congestion and get the aircraft out as quickly as possible. Instead now it is some complex mess of rules where there is a contract between TD and AC that defines when TD credit card customers can board. This is all far to complex for anyone to keep straight.