Originally Posted by
joshua362
Why not have a set, consistent and published policy for this benefit as it must come up many times every day?
I think this is actually the crux of many customer service issues across large organizations, especially airlines. I definitely appreciate consistency in policies and there is a lot to be said for a consistent customer experience. On the other hand, going the extra mile, above and beyond, or whatever you want to call it usually means deviating from a policy to help a customer in an specific circumstance. Not everything can be accounted for in a published policy - thus, the published policy is likely going to be more restrictive and customer unfriendly if it excludes events that cannot happen 100% of the time. I see both sides of the coin from both the customer and the employee side.
Again, I don't disagree on your point but what you are asking for may actually lead to unintended worse outcomes.