Being a lowly 2P, I have to use the regular CS desks at IAD and I have always been amazed at the difference in service between the two.
I needed help with an international itin and the one desk send me over to the next one because "he couldn't help me with international travel", after which he continued reading his paper.
I was in a hurry so I didn't have time to get into an argument with him.
Then I went to the other desk and I received superior service there. There is one male agent there (which I probably can't name here?) that has always positively amazed me and who has received a few GTEM's from me.
I'm just curious... why the difference?