Originally Posted by UnitedSkies
However, I must make it clear that as well-intended as customer service or reservations agents may be, all is for nothing if the company does not empower those on the front line with decision making powers that effectively remove any hesitation they may have in split-second decisions like those made above.
Well said!
I have been the beneficiary of any number of UA/UX front line personnel who have gone "the extra mile" for me. In some other circumstances, I sensed a front line person wanted to help me, but was hesitant because it was not clear whether they were empowered to do so. Or, would be "punished" for having done so.
In any human interaction, the happiest circumstance is when both parties are committed to getting to "Yes" - and are empowered to do so!