Not a lot to add that'll be helpful, but the issue of employees not knowing or understanding the rules isn't unique to Skyclub agents, or Delta employees. I argue with hotel front desk workers all the time about how to check in my coworkers and I and add our loyalty numbers when it's a single reservation (stupid company policy).

Earlier this week I watched Enterprise employees arguing amongst themselves on what policy book meant when checking in a guy with a Mexican driver's license.

Bottom line, most companies do a piss poor job or rolling out rules and training front line employees.