Originally Posted by
WineCountryUA
Believe the agents have a wide range of discretion and factor in cabin, status, situation, and what the agent feels is "needed" to address the request. That is going to lead to a wide range of results. Yes, this will create a wide scatter graph, but I suspect there are some correlations.
This assumes the agent even bothered to fully understand the complaint. Regardless of the reasons, the results end up being pretty much the same. Random.