I understand that scarf indicates that they are "premium agents" but in reality that's not the same thing as a "real" GS agent IMO.. I also understand that the primary job for agents at the check-in area isn't to re-book people. My point is that they had more people explaining how to use an automated process or actually scanning peoples boarding passes for them than they did helping upstairs. They do have terminals in front of them and could help if they chose to.do so. If one of your "top customers" is going to miss an international connection because of a United issue, don't you think a better response would have been to try and help that customer in-person instead of suggesting they call the MP line?? Do what it takes to keep your customers happy. I do it every day in my line of work. I do all manner of things that are easily filed under "not my job" but my goal is to keep customers happy and spending their money on my company, not a competitor..