Originally Posted by
WineCountryUA
Understandable fairly standard, they made a special, out of their way trip, but when you have multiple customers --- both in the airport --- why would an in-person take precedence over another passenger in a different part of the airport. Agent on Demand is for airport passengers. All that would do is discourage folks from using AOD and instead line up. Seems self-defeating.
With customer service area being off limits, no in-person help is being taken. Why not have a special blocked off area to service virtual help? Having agents station in the customer service area provides the impression there are help available except they cannot help you.
My earlier comment about giving up after no one came online for 30 minutes had nothing to do with being elite and not being an elite. With in-person help, even with long lines, you have an expectation. With virtual help, I had no idea how much longer for the wait; if I had some expectations, I would have stayed on the (digital) line; much like I would have stayed in the (physical) line.