and to the on-topic question,

There are a lot of things that can factor in to why a res agent isn't as chipper as you're used to, and a lot of them have nothing to do with work. I was suffering from a low blood-chocolate level and may not have maintained my normal fabulousness for the 9 hours I was on the phones yesterday.

Its also vacation season, and there are lots of once a year flyers calling who just don't handle mishaps with the same grace as our regular flyers. "Sir, Cabo is 1500 miles away from Cancun and your flight isnt for 2 weeks, so you'll be unable to get a refund due to the hurricane"

Its overall a stressful time, but for those of us who've been around a while, its gravy compared to the Spring of 2000